Manager
We are seeking an experienced, confident and energetic Venue Manager to join the team at Zebrano Soho.
As a key member of the management team, you will take responsibility for the smooth and successful operation of the venue, leading the team to deliver an exceptional customer experience while maintaining high standards of service, safety and compliance.
Zebrano Soho is a multi\-floor cocktail bar and late\-night venue in the heart of Soho, offering a variety of spaces, including bars, private hire areas, karaoke, darts, DJs and late\-night entertainment.
The successful candidate will be a strong leader who is comfortable working in a busy, fast\-paced late\-night environment. You will be responsible for managing the team, overseeing service, driving sales, dealing with customers and ensuring the venue operates safely, efficiently and in accordance with company policies and licensing requirements.
This is a hands\-on management position for someone who enjoys being on the floor, leading from the front and taking ownership of the operation.
Responsibilities Venue Operations
- Take responsibility for the smooth running of the venue during service.
- Oversee daily and late\-night operations across the venue's multiple floors and areas.
- Ensure all areas are presented to a consistently high standard before, during and after service.
- Monitor service standards, customer flow, bookings, events and private hire throughout the shift.
- Ensure company policies, procedures and operational standards are consistently followed.
- Complete and oversee opening, closing and handover procedures.
- Liaise with the office and senior management team regarding bookings, events, operational issues and upcoming requirements.
- Lead, supervise and motivate the team to deliver consistently high standards.
- Allocate staff effectively throughout the venue according to business levels and operational requirements.
- Provide clear direction and support to team members throughout service.
- Monitor staff performance, attendance, presentation and conduct.
- Coach team members and provide constructive feedback where required.
- Address performance and conduct issues appropriately and escalate where necessary.
- Ensure staff are following company policies, including standards relating to conduct, uniform, breaks, staff food, alcohol consumption and customer service.
- Support the recruitment, induction and training of new team members.
- Ensure customers receive a welcoming, professional and memorable experience.
- Take ownership of customer complaints and resolve issues calmly and professionally.
- Empower the team to deal with customer queries and issues appropriately.
- Handle escalated complaints and service recovery where required.
- Monitor customer feedback and identify opportunities to improve the guest experience.
- Ensure VIPs, private hire guests, large groups and special occasions receive appropriate attention.
- Drive sales and encourage the team to maximise revenue opportunities.
- Monitor bookings, table spend, private hire, drinks sales and other revenue opportunities.
- Ensure minimum spends, deposits and booking requirements are adhered to.
- Promote relevant venue experiences, including karaoke, darts, private hire and other events.
- Monitor business levels throughout the night and adjust staffing and operational requirements accordingly.
- Work with the Sales Manager and senior management team to maximise revenue and improve venue performance.
- Ensure the venue operates in accordance with its premises licence and company procedures.
- Maintain high standards of customer and staff safety throughout the venue.
- Ensure responsible service of alcohol procedures are followed.
- Monitor age verification and ID\-checking procedures.
- Manage customer entry, refusals and incidents appropriately.
- Ensure incidents, accidents, complaints and other relevant matters are accurately recorded and reported.
- Liaise with security and other operational teams to maintain a safe and well\-managed environment.
- Take appropriate action in emergency situations and follow company emergency procedures.
- Complete required management paperwork, reports and shift records.
- Record incidents, complaints, staff issues, customer service recovery and other relevant information.
- Conduct regular venue checks throughout service.
- Ensure all relevant information is communicated effectively between management teams and shifts.
- Support senior management with operational projects and initiatives.
- Proven experience in a management or supervisory role within a busy bar, restaurant, nightclub or late\-night hospitality environment.
- Strong leadership skills with the ability to motivate and manage a diverse team.
- Confident managing busy services and making decisions under pressure.
- Excellent customer service and communication skills.
- A hands\-on management style with the ability to lead by example.
- Strong organisational skills and excellent attention to detail.
- Commercially aware with an understanding of sales, revenue and cost control.
- Confident dealing with customer complaints and difficult situations.
- Good understanding of licensing, responsible alcohol service and venue safety.
- Ability to manage multiple areas and priorities simultaneously.
- Reliable, professional and able to work flexibly within a late\-night hospitality environment.
- Excellent verbal and written communication skills.
- Previous experience in a late\-night venue, nightclub or high\-volume bar environment is highly desirable.
We are looking for someone who is visible, proactive and hands\-on — a manager who doesn't sit in the office while the team is on the floor.
You will be confident taking control of a busy service, able to make quick decisions and comfortable dealing with everything from customer complaints and staff issues to operational problems and unexpected situations.
You should have a strong understanding of what makes a successful late\-night venue and be able to balance customer experience, team management, sales, safety and operational standards.
Most importantly, you will take ownership of your shift and ensure that both customers and staff receive the support they need to deliver a successful night.
Pay: £40,000\.00\-£50,000\.00 per year
Benefits:
- Company pension
- Discounted or free food
- Employee discount
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