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