Operations Manager

Job Title: Operations Manager Reporting to: Chief Operating Officer Direct Reports: Venue Managers Pay: £45,000 - £50,000 Location: London-based, with significant travel to sites across the UK ABOUT THE BUSINESS A fast-growing hospitality group operating a portfolio of high-energy venues across London, Manchester and other key UK locations. The business is focused on creating memorable customer experiences, strong venue cultures and consistently high operational standards, with ambitious plans for further growth. ROLE PURPOSE The Operations Manager will be responsible for delivering consistently high operational standards and customer experiences across the estate, while driving strong financial performance and developing high-performing management teams. The role will oversee venue performance, ensuring managers have the support, structure and accountability required to deliver strong results. A key part of the position will be managing operational KPIs including labour costs, gross profit, stock management, wastage, customer feedback and overall venue performance. The successful candidate will use these metrics to identify issues quickly, challenge underperformance and work with Venue Managers to implement clear, measurable improvements. KEY ACCOUNTABILITIES Venue Performance and Standards Responsible for maintaining consistently high standards across all venues, including:

• Atmosphere, including lighting, music, energy and team presence
• Cleanliness across front and back of house
• Venue presentation, including uniforms, bar setup, tables and glassware
• Customer experience, including service quality, speed and engagement Management Capability
• Develop confident and capable Venue Managers
• Increase management autonomy and accountability
• Coach managers to identify and resolve operational issues Operational Consistency Embed clear routines, standards and ways of working across the estate, including:
• Weekly management meetings
• Weekly site audits
• Daily check-ins with General Managers
• Daily review of maintenance requests
• Regular one-to-ones People Leadership
• Build engaged, accountable teams
• Develop strong venue leadership
• Support a positive, family-oriented culture
• Improve staff retention and team stability Growth and New Sites Support the operational preparation of new venues, including BOH and FOH setup such as:
• EPOS systems
• Offices
• Storage areas
• Bar service setup
• Operational processes and systems KEY RESPONSIBILITIES

1. Operational Oversight

• Maintain a regular presence across venues
• Monitor operational standards and identify areas for improvement
• Support managers with unexpected maintenance, staffing and operational issues
• Support BOH queries relating to core operational systems
• Handle and resolve customer feedback and complaints
• Ensure consistent stock control, rota management and service standards
• Address performance issues promptly and constructively
• Champion the effective use of operational systems including EPOS and procurement platforms

2. Manager Development

• Coach and support Venue Managers
• Develop stronger leadership capability across the estate
• Support managers to deliver:
• Well-trained and engaged teams
• Strong staff retention
• Positive customer feedback and review scores
• Well-maintained venues
• Consistent operational compliance
• Effective maintenance reporting and resolution
• Support recruitment and onboarding of venue leadership roles where required

3. Performance Management

• Monitor key operational KPIs
• Review labour, service and customer experience performance
• Identify underperformance quickly
• Work with managers to implement corrective action
• Create a culture of accountability for results

4. Structure and Routines

• Embed effective communication and reporting rhythms
• Implement operational disciplines through OKRs and KPI dashboards
• Support the implementation of processes introduced by the COO

5. New Site Support

• Support operational readiness for new openings
• Assist with team preparation and process implementation
• Support mobilisation activity as required
• Work alongside the COO until a dedicated Openings Manager is introduced

6. Collaboration

• Work closely with HR and Finance
• Act as the key operational link between venues and head office
• Build effective relationships with suppliers and operational partners KEY RELATIONSHIPS Internal:
• COO
• HR
• Finance
• Venue Managers
• Head Office teams External:
• Suppliers
• Operational partners SCOPE OF ROLE
• Multi-site hospitality operation
• UK-wide venue portfolio
• Significant responsibility for operational leadership and standards
• Direct contribution to the group's growth and expansion plans WAYS OF WORKING The Operations Manager is expected to:
• Complete an initial one to two-week induction in London alongside senior leadership
• Be highly visible and approachable while maintaining professional standards
• Balance support with accountability
• Take a proactive and solutions-focused approach
• Use sound judgement and escalate significant issues appropriately
• Adapt to the needs of a growing hospitality business
• Be willing to work beyond a conventional working week when the role requires it This is a fast-paced operational position suited to someone who enjoys being hands-on, visible and closely involved with their venues. DECISION-MAKING AUTHORITY The Operations Manager will have authority over day-to-day decisions relating to:
• Staffing and rota management
• Maintenance and operational expenditure within agreed budgets
• Customer experience and service standards
• Music, atmosphere and in-venue experience Parameters will be agreed with the COO, with significant financial, people or reputational risks escalated appropriately. OTHER DUTIES This job description outlines the principal responsibilities of the role but is not exhaustive. Responsibilities may change as the business develops and grows. The role should be read alongside the employee's contract of employment and company handbook. PERSON PROFILE Experience
• Strong operational leadership experience within hospitality or a comparable multi-site environment
• Experience managing and developing frontline managers
• Proven experience improving staff retention and team stability
• Experience implementing operational change and new systems
• Experience working across multiple venues
• Familiarity with hospitality EPOS and procurement systems is advantageous Skills
• Credible leadership presence
• Strong coaching and people development skills
• Commercial awareness
• Strong problem-solving ability
• Good IT skills
• Excellent organisation and prioritisation
• Strong communication skills Attributes
• Calm, structured and pragmatic
• Collaborative and approachable
• Resilient under pressure
• Commercially minded
• Growth-focused
• Hands-on and visible
• Comfortable working in a demanding, fast-paced hospitality environment
• Willing to go beyond the standard working week when required