Venue Manager

Soak is Australia's fastest growing bathhouse brand, creating beautiful spaces where people come to relax, recover and connect. With multiple bathhouses operating across Australia and further expansion planned nationally, we're looking for an exceptional Venue Manager to take the lead at Soak Mermaid Beach.

Mermaid Beach is an established Soak location with an existing team, loyal guest base and a busy operation. We're looking for someone who can step in, take ownership and lead the venue into its next stage. This is more than an opportunity to manage a venue. It's an opportunity to build your career with a growing Australian wellness brand and make a genuine impact on an established business.

We're looking for someone who is passionate about hospitality, wellness and people. Someone who cares deeply about creating memorable guest experiences, developing high-performing teams and maintaining exceptional standards. This isn't a role for someone looking to keep the seat warm. We want a hands-on leader who takes ownership, enjoys solving problems and wants to make a measurable impact on their venue, their team and the wider business.

You'll join a culture built around high standards, accountability, support and having fun while delivering great work. As Soak continues to grow, we want someone who has the ambition and capability to grow with us.

The Role

As Venue Manager, you'll take ownership of the day-to-day operation and performance of Soak Mermaid Beach. You'll inherit an established venue and team, giving you the opportunity to quickly understand the operation, build strong relationships and identify where you can make an impact. You'll lead and develop the team, deliver an outstanding guest experience, drive commercial performance and ensure the venue operates safely, efficiently and to an exceptional standard. You'll also work closely with Soak's wider leadership team, sharing ideas and contributing to how we continue to improve our venues as the business grows.

This is a hands-on leadership role. We don't lead from the office. You'll be visible on the floor, connected to your guests and team, and willing to step into the operation whenever needed.

Lead & Develop

• Lead, coach and develop the existing Mermaid Beach team.
• Build a culture of accountability, positivity and exceptional hospitality.
• Set clear expectations and provide regular feedback, coaching and performance management.
• Recruit and onboard great people as the team continues to develop.
• Create effective rosters aligned with labour budgets, booking demand and peak trading periods.
• Be the first point of contact for day-to-day operational and rostering matters.
• Identify future leaders within the team and support their development.

Own the Guest Experience

• Set the standard for how every guest is welcomed, cared for and remembered.
• Ensure consistently high levels of guest satisfaction across the venue.
• Be visible and engaged on the floor, particularly during busy periods.
• Take ownership of guest feedback and complaints, finding positive and practical resolutions.
• Support the team to identify opportunities to enhance each guest's experience.

Drive Performance

• Take ownership of venue performance across revenue, labour, guest satisfaction and other key operational targets.
• Understand what's working, identify opportunities and build clear plans to improve performance.
• Drive revenue through add-on sales, retail, memberships and exceptional guest experiences.
• Coach the team on effective and authentic upselling and cross-selling.
• Take ownership of labour efficiency.