Operations Manager

Job Title: Operations Manager

Purpose

Oversee the day‑to‑day operations of the venue, ensuring all departments and the end‑to‑end flow of operations are carried out effectively, smoothly, and consistently. The role is pivotal in delivering a seamless guest experience, protecting the wedding venue’s reputation, and supporting the General Manager to maximise profitability and expansion.

Key Responsibilities

• Operational Oversight

  • Manage and coordinate day‑to‑day venue operations across all departments.
  • Ensure effective scheduling, service flow, and operational readiness for events.
  • Act as a central point of control to resolve issues quickly and maintain service standards.

• Staffing, Recruitment & Development

  • Oversee recruitment, onboarding, rostering, and performance management.
  • Implement training plans, coaching, and competency standards for all roles.
  • Ensure policies are understood and followed, and that staff are equipped to deliver exceptional service.

• Policies, Procedures & Compliance

  • Develop, implement, and maintain operational policies and procedures.
  • Ensure adherence to health & safety, safeguarding where applicable, licensing requirements, and other relevant regulatory compliance.
  • Conduct audits and ensure documentation is maintained and current.

• Quality Standards & Guest Satisfaction

  • Maintain and monitor quality standards across guest‑facing and back‑of‑house operations.
  • Drive continuous improvements to service delivery, guest experience, and turnaround times.
  • Handle operational guest feedback/escalations and ensure timely resolution.

• Budgeting, Cost Control & Revenue Support

  • Own or contribute to operational budgeting and expenditure tracking.
  • Implement cost control measures and monitor KPIs to improve efficiency.
  • Support revenue generation initiatives in collaboration with the General Manager (e.g., upselling opportunities, operational improvements that enable higher event throughput).

• Inventory, Assets & Supply Management

  • Manage inventory management, stock ordering, supplier relationships, and re‑order thresholds.
  • Ensure assets and consumables are controlled to reduce waste and avoid service disruption.

• Collaboration & Leadership

  • Work closely with the General Manager on operational planning, expansion priorities, and profitability targets.
  • Lead departmental communication and ensure alignment during pre‑event planning and event execution.

Required Skills & Experience

• Proven experience in venue operations, hospitality operations, events operations, or similar leadership role.
• Strong people management capability: recruitment, training, and performance oversight.
• Demonstrable knowledge of operational procedures, quality assurance, and regulatory compliance within a hospitality/events environment.
• Experience with budgeting, cost control, inventory management, and KPI‑driven reporting.
• Excellent organisational skills with the ability to manage multiple priorities during high‑pressure event periods.
• Strong guest focus with a calm, proactive approach to problem‑solving and escalation handling.
• Ability to lead cross‑departmental teams and maintain consistent standards across the venue.

Desirable

• Experience specifically within wedding venues, event venues, or multi‑department hospitality operations.
• Experience implementing operational playbooks, SOPs, and continuous improvement initiatives.
• Familiarity with compliance requirements relevant to events and hospitality (licensing, health & safety, fire safety, food safety where applicable).

Key Performance Indicators (KPIs)

• Guest satisfaction and feedback scores
• On‑time event execution and operational smoothness
• Staff retention, training completion, and performance outcomes
• Compliance audit results and incident reduction
• Budget adherence, labour/operations cost control, and waste reduction
• Inventory accuracy, stock availability, and supplier performance
• Support to revenue targets and operational improvements that increase profitability

Working Context

• Role will involve active presence during event days, operational peaks, and coordination across multiple departments.
• Flexibility required to meet event schedules and ensure seamless service delivery.

Reporting Line

• Reports to: General Manager
• Leads: Venue Operations Team and coordination across departments (as applicable)

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