Head of Venue Operations

Head of Venue Operations

Deputy to the Venue Director and member of the senior leadership team, this role oversees the day‑to‑day operation of the arena, ensuring exceptional customer experience, food & beverage service, event delivery and compliance with health and safety regulations. The position manages staff, budgets, and stakeholder relationships to maximise revenue while maintaining safety and quality standards.

Key Responsibilities

• Lead the Customer Experience, Food & Beverage, and Front of House teams, delivering a first‑class experience to visitors at staged performances, conferences and events.
• Partner with central F&B colleagues to implement product ranges, staffing practices and recruitment, training, and development programs for casual staff.
• Maintain stock management processes to minimise wastage and maximise margin and support VIP service in the Lounge and Loges.
• Collaborate with the Head of Conference & Events to support all events and hires in terms of staffing and catering.
• Coordinate with visiting merchandise companies on allocated events, ensuring profitable merchandise operations.
• Recruit, train and manage casual Building Safety Officers and Duty Management team, create appropriate rosters and oversee duty management for performances, conferences or other events.
• Manage relationships with security, medical contractors and other stakeholders, ensuring health and safety obligations are met.
• Lead risk‑management practices, including meetings, audits, documentation and procedural compliance.
• Oversee the Venue & Operations Administrator, promoting a paper‑free system for HR and finance documentation.
• Support workforce management, payroll, invoicing and settlement processes.
• Assist with the Operations Calendar, budgets and financial reporting, and secure purchases and investments for F&B, Front of House, Operations and Administration.
• Deputise for the Venue Director when required and provide senior leadership support, stakeholder engagement and communication.
• Maintain strong stakeholder relationships with local authorities, licensing bodies and emergency services.
• Fulfil other duties as reasonably requested, including working at other ATG venues and unsocial hours as necessary.

Essential Qualifications and Skills

• Degree or equivalent experience in hospitality, business management or related field.
• Experience managing large teams in a live entertainment, arts or music venue environment, achieving targets and KPIs.
• Strong understanding of financial management, budgeting and cost control.
• Knowledge of current safety legislation and ability to implement a safety culture.
• Excellent written and verbal communication, planning and organisational skills.
• Problem‑solving ability, remaining calm under pressure and working autonomously.
• High proficiency with Microsoft Office (Word, Excel, Outlook).
• Leadership skills that demonstrate the ability to inspire and deliver results with a large team.
• Committed to providing equal opportunities and promoting diversity.
• Extensive knowledge of event management and safety and workplace legislation.

Desirable Attributes

• IOSH or NEBOSH certification.
• Personal security licence.
• First aid at work certification.
• Experience in a conference and events setting.
• Experience managing a large‑scale catering operation.
• Experience working with security crews.
• Change‑management capability.
• Ability to manage large teams efficiently.
• Fluency in Welsh (written and spoken).
• Passion for live music and the arts.
• Commitment to raising the business profile within the local community.
• Knowledge of building and facility management systems and processes.
• Knowledge of the live entertainment community and associations.

Equal Opportunity

We are an equal‑opportunity employer and welcome applications from all eligible candidates, including those with disabilities. We provide interview or recruitment event support for disabled applicants who state this requirement.