Venue Operations Manager

Role Summary

The Venue Operations Manager is responsible for the day-to-day operational management of the club, ensuring exceptional member experiences, efficient venue operations, and high standards of service across all departments. This role oversees front-of-house operations, events, health and safety compliance, facilities, and staff management while maintaining the club's reputation for excellence.

Key Responsibilities

Operations Management

• Oversee the daily operations of the entire building, ensuring smooth and efficient service.
• Ensure all operational areas meet the club's quality and food and service standards.
• Monitor venue presentation, cleanliness, maintenance, and ambience.
• Develop and implement operational procedures and best practices.
• Manage opening and closing procedures.

Member Experience

• Deliver outstanding hospitality and personalised service to members and guests.
• Handle member enquiries, complaints, and feedback professionally and promptly.
• Build strong relationships with members to enhance engagement and retention.
• Ensure all member areas remain welcoming, safe, and well-maintained.

Team Leadership

• Prepare DM rotas according to business needs.
• Foster a positive, collaborative, and high-performing team culture. (Conduit Team and Levy Team)
• Encourage and support team with high morale during challenging situations and crisis.

Events & Venue Management

• Coordinate the operational delivery of private events, club functions, and member experiences.
• Liaise with event organisers, suppliers, and internal departments.
• Ensure events are delivered on time, within budget, and to the highest standards.
• Lead the BEO meetings and act as decision maker taking into consideration key stakeholders
• AV/Tech support provided for events in collaboration with AV Associate.

Health & Safety

• Ensure compliance with all health and safety legislation, fire regulations, and licensing requirements.
• Conduct regular risk assessments and venue inspections.
• Maintain incident records and implement corrective actions where required.

Financial Management

• Assist in managing operational budgets and controlling costs.
• Monitor labour costs and operational expenditure.
• Support stock control and inventory/Asset management with regards to Front of House.
• Identify opportunities to improve efficiency and profitability.

Facilities Management

• Oversee routine maintenance and coordinate repairs with facility manager
• Ensure all equipment and facilities remain operational and safe.

Compliance

• Ensure compliance with company policies and industry regulations.
• Support audits and maintain accurate operational records.
• Uphold confidentiality and professionalism at all times.

Skills & Experience

Essential

• Proven experience in venue, hospitality, hotel, or members' club operations management.
• Strong leadership and people management skills.
• Excellent customer service and relationship-building abilities.
• Experience managing events and venue logistics.
• Strong organisational and problem-solving skills.
• Financial awareness and budget management experience.
• Excellent verbal and written communication skills.
• Flexible approach to working evenings, weekends, and public holidays.

Desirable

• Experience within a luxury or private members' club environment.
• Personal Licence Holder (where applicable).
• Health & Safety qualification (IOSH or equivalent).
• First Aid certification.
• Knowledge of hospitality management systems and booking software.

Key Competencies

• Leadership
• Problem Solving Attitude
• Member-focused service
• Operational excellence
• Decision-making
• Communication
• Organisation
• Attention to detail
• Commercial awareness
• Conflict resolution
• Adaptability