Operations Manager (etc.venues)

Please note: candidate must currently reside in the UK and be able to work in the UK without sponsorship.

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

What You’ll Do:

Operations:

• To be responsible for the Events operations team and Conference Services Team in all aspects of the operation of each department
• To manage the external cleaning contract with monthly review and consistent monitoring
• To manage and drive 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

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

Client Care:

• 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
• To meet a 90% result in Venue Verdict customer feedback and 9-10 Net Promoter score

Financial:

• To possess a clear understanding of the company business plan and be responsible for ensuring that all targets relating to FOH are keep in line with the overall objectives
• To ensure that all tracking and stock control systems are in place with effective stock rotation and monthly counts
• To control purchases order systems with 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

What We Look For: 

Commercial & financial management:

• Assisting in the running a profitable venue to help towards the company vision

Operational management:

• Understanding and managing the Client Service and Conference Service departments and teams

Client management:

• Maintaining excellent client relations to ensure a successful venue

Leadership:

• Build and maintain an excellent team to deliver the best service

Who We Are:

etc.venues is an established leader in urban day conferencing with venues across the United Kingdom in London, Manchester, and Birmingham, and in the United States in New York City. The company was recently acquired by Convene, a premium hospitality company that designs and operates meeting, event, flexible office, and membership spaces, growing its global network to 39 locations across nine cities and creating the largest single provider of dedicated premium meeting and event venues in the U.S. and UK.  Founded in 2009 with the goal of bringing hospitality and lifestyle into traditional commercial real estate assets, Convene partners with the industry’s top landlords to deliver increased value to their assets and premium experiences to their tenants. The company counts Ares and RXR Realty among its investors, and has been named one of America’s 100 Most Promising Companies by Forbes and a Best Workplace by Inc. magazine, Fortune magazine, and Built In.  Learn more at https://convene.com/ 

We’re Here For You: 

At Convene, you’ll receive:

• Generous paid time off, including an extra day off for your birthday
• Participation in our pension scheme with contributions from Convene
• Professional development support
• Private Medical Insurance
• Wellness subsidy to support your wellbeing
• Savings on bikes and equipment through Convene’s Cycle to Work programme
• A chance to be part of a dynamic, growing team
• The opportunity to have a significant impact on your team and the business in the work that you do

Convene is committed to building an inclusive and diverse workforce. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities and perspectives. 

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

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