Operations Manager

Role: Operations Manager
Location: London venues
Reporting to: Venue Manager

etc.venues, UK's premier conference and events venue company, is looking for an exceptional Operations Manager to join one of our award-winning venues. This is an excellent opportunity for an operational, commercially-adept Manager who will run a profitable venue whilst maintaining excellent client relations and customer service. You will understand and manage all areas of the venue.

Overview

To deputise for the Venue Manager overseeing the Front of House Operations as well as supporting Sales Manager and Head Chef when required.

To have first line responsibility for the delivery to the highest standards of client care through effective leadership of Events, Conference & AV Services, Cleaning and Maintenance

Operations:

• To be responsible for the Events & AV Operations team and Conference Services Team in all aspects of the operation of each department
• Operational account management of Top Pot clients to ensure consistent event experience utilising the Event Management Team
• To support the Head Chef & Sous Chef in the execution of the venue’s food objectives
• To manage the venue upkeep both in terms of cleanliness and maintenance, driving forward the yearly, monthly, and unplanned maintenance requirements throughout the venue through the central team, conference services team and external contractors
• To ensure that each department works to maintain the highest standards of delivery and customer service in accordance with the company’s standards of performance policy
• To constantly monitor and review of Front of House operations systems, implementing improvements as appropriate
• To review as and when required all relevant Risk Assessments including fire, HACCP and COSHH

Sales:

• To understand and implement the venues Selling Strategy including Upselling training and monitoring for operational reports
• Support Sales Manager in commercial decisions on bookings / enquires providing suggestions of how the venue can be utilise from an Operations perspective
• Support in the account management of key clients obtaining and acting on intel gained
• Provide assistance / lead on client show rounds where operational expertise would add value to the visit

Personnel:

• Direct management of the Events operations team and Conference Services Team and oversee staff rotas to ensure adequate staff levels at all times within budget
• To carry out twice yearly appraisals with direct reports and provide training and development plans. To ensure that all direct reports follow HR procedures with their team
• To ensure that all team members receive adequate and statutory training to Health and Safety
• To ensure that all members of the Team complete all mandatory induction and Health and Safety training accompanied by the relevant documentation
• To ensure that all team members with the Front of House team adhere to the company’s health and safety policy
• To develop a good working relationship with the Central team
• To ensure effective communication between all FOH departments and with the wider venue
• To support in the management of the casual pool of staff

Client Care:

• Lead a customer focus culture within the venue to ensure that the highest levels of customer service are achieved within all operations teams
• To constantly monitor client feedback and ensure that records are being kept up to date
• To act upon negative feedback by providing action plans for improvement
• To ensure any complaints are dealt with professionally and expediently and offer compensation where appropriate

Financial:

• To understand the venues financial budget and how the venue is performing to targets
• Be involved in the budgeting process for the forthcoming financial year
• To possess a clear understanding of the company business plan and be responsible for ensuring that all targets are keep in line with the overall objectives either by direct management of FOH or support of BOH
• Be able to accurately forecast costs on a month-by-month basis
• To be able to explain financial results and action plan where appropriate
• To ensure that all tracking and stock control systems are in place with effective stock rotation and monthly counts
• To control purchases order systems within operations
• To ensure correct and timely invoicing

General:

• To be available for staff briefings and company meetings and training
• To be available for weekend and evening work on a rota basis
• To be become familiar with the work of the other members of the venue team and other departments

Who are we?

etc.venues is a collection of non-residential city centre venues for trainings, meetings, conferences and events. We are a fast growing challenger brand that loves great customer service, contemporary design, edgy communication and outwitting our larger rivals. We are really proud that we have continued to honour our founding principles to do the simple things well.

What we can offer you?

· Personalised one-to-one training

· Annual pay reviews plus non-contractual company bonus

· 25 days annual leave plus bank holidays, and company sick pay

· Life insurance and NEST pension scheme

· Subsidised fitness membership

· Interest-free loan for rail season tickets & further education

· An excellent, fresh, healthy meal during your daily one hour lunch break

For more information, please visit our careers page - https://www.etcvenues.co.uk/about-us/work-for-us

To view our job application privacy notice, please visit: https://www.etcvenues.co.uk/job-applicant-privacy-notice

Job Types: Full-time, Permanent

Salary: £35,000.00-£45,000.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Gym membership
• Life insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have right to work in the UK?

Work Location: In person