Venue Manager

The Scope:

The Venue Manager oversee evening operations of the Lobby Bar, ensuring service excellence, guest satisfaction, and adherence to brand standards, financial discipline, and team development. Serve as the key link between management and staff.

Job Responsibilities:

Leadership & Behaviour

• Lead by example: professional, calm, positive, and solution focused.
• Demonstrate self-awareness, maturity, and objective decision-making.
• Identify team strengths and maximize outcomes.
• Show sensitivity and respect for diverse perspectives.
• Prevent and resolve conflicts, fostering collaboration and consensus.
• Guide teams to meet challenges while aligning with organizational goals.
• Plan and participate in initiatives to strengthen team connections within the venue.

Guest Engagement & Service

• Recognise guests as the main stakeholder of the business.
• Anticipate guest needs, resolve concerns empathetically, and build loyalty.
• Use feedback to enhance service strategies and operational standards.

Financial & Commercial Compliance

• Monitor expenses and ensure budget alignment.
• Oversee manpower planning and stock management with Assistant Bar Manager.
• Review financials, identify risks, and provide actionable insights.
• Drive initiatives to increase guest spending and revenue growth.
• Execute commercial strategies and promotions on stipulated timelines. Lead implementation of ad hoc activities to drive revenue growth.

OKR & Performance Planning

• Set, track, and manage OKRs for self and team, ensuring alignment with organizational goals.
• Monitor team performance, provide coaching and feedback, and integrate insights into operational planning.

Operational Excellence

• Lead evening lobby bar operations, ensuring ambiance, service, and guest experience meet standards.
• Develop, update, and enforce SOPs.
• Act as PIC for service recovery and guest relations.
• Consolidate guest feedback and F&B insights for monthly managers' meetings.

POS & Systems Management

• Ensure daily POS accuracy in items, pricing, and user codes.
• Generate reports on sales mix and customer behavior.
• Train staff in POS usage and reporting functions.

Strategic Improvements & Change Management

• Lead operational improvements and communicate changes clearly and empathetically.
• Champion guest- and team-based feedback initiatives.
• Promote innovation to enhance service delivery and efficiency.

Compliance

• Ensure compliance with company standards, procedures, and regulations.
• Promote responsible use of social media.
• Enforce punctuality, roster discipline, and attendance guidelines.
• Apply corrective actions according to company procedures when required.

F&B Quality Control (QC)

• Ensure all beverages and food adhere to agreed standards of presentation, consistency, and quality.
• Oversee consistency of F&B offerings and feedback processes to close gaps.
• Consolidate major F&B feedback and propose corrective actions according to company procedures.

Product Development

• Plan and execute a contemporary beverage program that can stand the test of time.
• Ensure adherence to the bar concept for all beverage offerings.
• Create ad hoc beverage promotions and festive offerings as required.

Qualification:

• Hold current Responsible Service of Alcohol certificate
• Valid WSQ Basic Food Hygiene certification

Experience:

• At least 2 years working experience as a Venue Manager
• Have a high standard of hospitality and service standard

Key Competencies:

• Leadership & People Management: Builds trust, inspires teams, drives accountability.
• Guest-Centric Mind-set: Empathetic, tactful, service-driven.
• Financial & Analytical Skills: Strong cost control and profitability focus.
• Operational Excellence: Structured, detail-oriented, compliance-focused.
• Conflict Resolution: Resolves issues constructively and collaboratively.
• Adaptability & Innovation: Calm under pressure, solution focused.
• Communication: Clear, influential, cross-departmental.
• OKR Planning: Able to plan, set, and track OKRs for self and team.