Hospitality Operations & Compliance Manager
The primary purpose of this role is to oversee venue-wide operations governance across bar, restaurant, and functions/events. The role is accountable for ensuring operational consistency, compliance with regulatory and internal systems, effective labour management, and delivery of key commercial performance indicators (KPIs).
Responsibilities include: Venue Operations Leadership
- Act as Second in Charge of the venue, supporting the Venue Manager in the overall operational leadership, performance, and accountability of the business
- Provide end-to-end operational oversight across bar, restaurant, and functions/events to ensure alignment, consistency, and strong commercial execution across all service areas
- Step into full venue leadership in the absence of the Venue Manager, including decision-making authority, operational control, and team direction
- Drive integration and consistency of operational systems, standards, and processes across all revenue streams within the venue
- Ensure venue operations are managed through structured systems, reporting, and performance frameworks, rather than day-to-day shift execution
Compliance & Risk Management
- Own and lead all compliance frameworks, including RSA/liquor licensing, food safety, and Work Health & Safety (WHS) systems
- Ensure WHS systems are embedded into daily operations, including risk assessments, hazard identification, and control measures
- Maintain incident and hazard reporting registers, ensuring timely investigation, documentation, and corrective actions
- Lead internal audits and ensure readiness for external regulatory inspections at all times
- Drive a proactive safety culture through training, communication, and leadership accountability
Labour Management & Workforce Planning
- Oversee labour forecasting and rostering in line with business demand and budget targets
- Ensure rostering practices meet legislative requirements, including awards, breaks, and working conditions
- Monitor labour performance with consideration to safety, wellbeing, and operational sustainability
Commercial Performance & Reporting
- Monitor and drive key revenue streams across bar, restaurant, and events operations
- Oversee cost controls including wages, wastage, and operational expenses
- Produce and analyse operational and financial reports to track performance against KPIs and identify improvement opportunities
Leadership
- Act as a senior leadership presence across the venue, setting expectations and driving performance across all teams and departments
- Lead, coach, and develop all operational leaders below the 2IC level, ensuring clear accountability, consistency, and performance standards
- Provide structured guidance, coaching, and development to build capability across the broader leadership group
- Ensure effective delegation, communication flow, and escalation pathways across all areas of the venue
- Oversee structured guest feedback systems and guest relations programs to ensure service excellence is maintained
- Manage complaints handling frameworks, ensuring timely, professional, and commercially sound resolution
- Monitor guest reviews and feedback trends, identifying insights and driving continuous improvement initiatives across the venue
Skills/Qualifications:
- Relevant Diploma or higher qualification in Hospitality, Events, or Business Management or at least 3 years of relevant work experience
- Demonstrated capability in compliance and risk systems including RSA, WHS, incident reporting, and audit readiness
- Proven experience in labour governance and commercial performance management, including rostering, wage control, and KPI reporting
- Experience leading supervisors or team leaders, with accountability for operational systems, performance, and customer experience frameworks
