The Venue Manager is responsible for the overall day-to-day operation, performance and customer experience of the venue. This is a hands-on leadership role with responsibility for leading the venue team, maintaining high operational standards, delivering an excellent customer experience and ensuring the venue operates safely, efficiently and profitably. The Venue Manager is expected to take ownership of the venue’s performance, including staffing, customer service, labour management, revenue, operating costs, presentation, maintenance and compliance. They will work closely with the broader management and support teams to implement group initiatives, marketing campaigns, systems and operational improvements at venue level. The successful person will be a visible and engaged leader who is comfortable working in a fast-paced entertainment environment. They will be capable of balancing people leadership, customer experience, commercial performance and practical problem-solving while ensuring the venue remains a fun, welcoming and well-run destination.
Key Responsibilities
Venue Operations
Take overall responsibility for the effective day-to-day operation of the venue.
Ensure all areas of the venue are presented, staffed and operating to the required standard.
Maintain effective opening, closing, cash handling and operational procedures.
Monitor venue activity and proactively respond to operational issues, customer demand and changing priorities.
Ensure systems, processes and company procedures are consistently followed.
Identify opportunities to improve efficiency, service delivery and the overall customer experience.
Team Leadership and Development
Lead, support and motivate the venue team to achieve high standards of performance.
Recruit, onboard and develop team members in coordination with the broader management and HR functions.
Prepare and manage effective staff rosters based on customer demand, operational requirements and labour budgets.
Provide regular coaching, feedback and performance management.
Build a positive, accountable and high-performing workplace culture.
Ensure team members are appropriately trained and confident in their responsibilities.
Lead by example and maintain a visible presence throughout the venue.
Customer Experience
Ensure customers receive a consistently friendly, professional and enjoyable experience.
Proactively engage with customers and monitor service standards throughout the venue.
Resolve customer concerns and complaints fairly, professionally and promptly.
Use customer feedback and operational observations to identify opportunities for improvement.
Ensure the venue remains clean, welcoming, safe and well presented at all times.
Financial and Commercial Performance
Take responsibility for achieving agreed venue budgets, targets and key performance indicators.
Monitor revenue, labour costs, cost of goods, operating expenses and other key performance measures.
Review venue performance and take appropriate action when results are below expectations.
Identify opportunities to increase revenue, improve profitability and strengthen customer engagement.
Maintain appropriate stock levels and oversee stock control, purchasing and wastage.
Ensure accurate cash handling, reconciliation and financial procedures are followed.
Sales, Events and Local Marketing
Support the growth of venue bookings, parties, events, functions and other revenue opportunities.
Ensure enquiries and sales opportunities are followed up professionally and efficiently.
Work with the group marketing team to implement campaigns, promotions and local marketing initiatives.
Provide venue-level content, information, ideas and feedback to support marketing activity.
Ensure promotions and events are operationally well planned and successfully delivered.
Build positive relationships with local businesses, community groups and other potential partners.
Maintenance and Venue Presentation
Maintain high standards of cleanliness, presentation and general upkeep throughout the venue.
Identify maintenance issues early and ensure appropriate action is taken.
Coordinate routine maintenance, repairs and contractors where required.
Ensure equipment faults and operational issues are appropriately reported, monitored and followed through.
Protect company assets and ensure equipment and facilities are used and maintained appropriately.
Safety, Compliance and Administration
Ensure the venue complies with relevant workplace health and safety, food safety, licensing and other regulatory requirements.
Maintain appropriate records, checklists, incident reports and operational documentation.
Ensure workplace incidents, hazards and risks are appropriately reported and managed.
Conduct or coordinate required operational and safety checks.
Prepare reports and provide accurate information on venue performance, staffing and operational matters.
Carry out other reasonable duties associated with the successful management and operation of the venue.
Requirements & Qualifications
Experience and Capability
Demonstrated experience in a management or senior leadership role within entertainment, hospitality, leisure, retail or another customer-focused environment.
Proven ability to lead, motivate and develop a diverse team.
Strong operational management skills and the ability to oversee multiple areas of a business simultaneously.
Sound commercial awareness, including an understanding of revenue, labour costs, budgets and profitability.
Experience managing staff rosters, performance and day-to-day workforce requirements.
Strong customer service skills with the confidence to manage difficult situations and resolve complaints.
Good organisational and time-management skills with the ability to prioritise effectively in a fast-moving environment.
Strong written and verbal communication skills.
Confidence using business systems, point-of-sale systems and standard computer applications.
Ability to understand and follow workplace safety, compliance and operational requirements.
Personal Attributes
A hands-on leader who is willing to actively support the team and venue when required.
Approachable, respectful and able to build positive relationships with team members and customers.
Calm and composed under pressure.
Accountable and willing to take ownership of problems through to resolution.
Commercially minded and motivated by achieving strong results.
Proactive and able to identify issues before they become larger problems.
Adaptable and comfortable working in a changing and fast-paced environment.
Firm but fair when managing people and maintaining standards.
Reliable, organised and able to follow through on commitments.
Positive, energetic and enthusiastic about creating an enjoyable customer experience.
Other Requirements
Availability to work a flexible roster that may include evenings, weekends, public holidays and peak trading periods.
Ability to obtain and maintain any licences, certifications or clearances required for the specific venue and jurisdiction.
First Aid certification is desirable, or willingness to obtain it.
Previous experience within bowling, entertainment, hospitality, events or family entertainment venues is advantageous but not essential.
Enjoy flexible working hours and roster flexibility, a competitive salary, staff discounts and venue benefits, a supportive and down-to-earth team environment, and genuine autonomy to lead and shape your venue. As part of a growing entertainment group, you’ll also have opportunities for career development and progression into broader multi-venue or group leadership roles, while working in a fun, fast-paced environment where no two days are the same.
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