Head of Venue Operations in Swansea

Deputy to the Venue Director and a member of the venue senior leadership team, this role will oversee the day-to-day running of the Arena on an operational basis.

Working to strict staffing budgets and retail KPIs, you will create a first-class customer experience for visitors to staged performances as well as conferences and events.

Responsible for the Customer Experience and Food & Beverage teams, you will be responsible for a key income stream and will work collaboratively in order to maximise opportunity while delighting audiences and maintaining all relevant health and safety requirements.

Please note, your role may involve working with children or vulnerable people.

Key Responsibilities

• Customer Experience, Food & Beverage, and Front of House
• To be actively involved in the F&B operation within the arena - supporting the Customer Experience Manager, Kitchen Manager and Operations Manager to achieve an efficient operation and meeting key venue KPIs.
• To work closely with central ATG F&B colleagues to implement appropriate product ranges and staff practises.
• To ensure a sufficient system of recruitment, training and development of casual staff is established and maintained in order to create a skilled and supported workforce.
• To ensure clear and regular communication with the wider F&B casual team.
• To work with the F&B team in order efficiently manage stock within the venue - minimising wastage and maximising on sales margins.
• To work to create a first-class VIP experience in our Lounge and VIP Loges.
• To work closely with the Head of Conference & Events to support all events and hires in terms of staffing and catering.
• On allocated events, liaise with visiting merchandise companies to ensure a profitable merchandise operation, maximising on venue commissions and providing first‑class support to third‑party companies.
• Event Management and Risk Management
• To recruit, train, and develop the casual Building Safety Officers and Duty Management team, ensuring appropriate rostering across all events.
• To Duty Manage performances, conferences or events as required - and to monitor the Duty Manager rota for the building to ensure appropriate coverage across all opening hours.
• On allocated complex and higher risk events, liaise with visiting companies alongside the venue's technical team prior to their arrival to advance the show and ensure a robust schedule is in place and planned for the duration of their visit.
• To be responsible for the management of key stakeholder relationships with security and medical contractors, ensuring health and safety obligations and best practice are considered when booking contractors and building deployments for events.
• To lead on Risk Management practices within the venue, including meetings, audits, documentation, and procedural compliance.
• Administration
• To oversee the Venue & Operations Administrator and ensure a paper‑free system is in place for all HR and finance documentation.
• To support the Venue & Operations Administrator and venue team in regard to workforce management, payroll, invoicing, and settlements.
• To lead on allocated meetings and supporting with oversight of the Operations Calendar.
• Budget and Finance
• Along with the Venue Director, prepare all budgets relating to your areas of operation and then ensure that these budgets are all achieved, reviewed, and reported on.
• To contribute to the development of the business plan and budgets for the venue, and to the reviewing income and expenditure against budget and re‑forecasting process.
• Be responsible for all purchases and investment relating to Food & Beverage, Front of House, Operations and Administration.
• Senior Management Team
• Deputise for the Venue Director when required.
• Be part of the Senior Management Team at the Arena, led by the Venue Director.
• Provide support, guidance and pre‑actively manage personnel matters, in line with company policies.
• To provide excellent communication and relationships with visiting clients, artists and productions, welcoming visiting companies and producers as required.
• Support the Venue Director by establishing and maintaining strong stakeholder relationships with the Local Authority including Licensing, City Centre Management and Emergency Services.
• To communicate effectively with other venue Head of Departments to ensure venue goals and objectives are aligned and supported.
• Lead by example, always exhibiting the characteristics of a senior leader.
• Other Duties
• At times, and as the business requires, work at other ATG Entertainment venues.
• Willingness to work unsocial hours including evenings and weekends.
• Being a primary key holder, including unlocking and securing the premises.
• Any other duties as reasonably requested to carry out commensurate with the post.
• Your Skills, Qualities, And Experience

We welcome transferable skills from other industries.

If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply.

We are able to provide training where necessary.

Essential

• Understanding of financial management and budget planning.
• Experienced in and awareness of current safety legislation, implementation of safe systems and developing safety culture.
• Degree standard qualification in hospitality or business management, or equivalent employment experience.
• Experience of managing a large team in order to achieve targets and KPIs within a live entertainment / arts / music venue.
• Excellent written and oral communication.
• Excellent planning and organisational skills.
• Problem solving skills - ability to remain flexible and calm under pressure.
• Highly computer literate - proficient with Word, Excel, and Outlook.
• Ability to work under pressure and with a high degree of autonomy.
• Ability to develop, manage and apply systems and procedures.
• Ability to promote and represent the organisation.
• Customer service driven - Quality is at the heart of the job you do.
• A leader with the ability to support a large team while delivering results.
• Committed to promoting and offering equal opportunities.
• Extensive knowledge of event management.
• Extensive knowledge of safety and workplace legislation.

Desirable

• IOSH or NEBOSH Certificate.
• Personal License.
• First Aid at Work.
• Experience of working in a conference and events setting.
• Experience of managing a large‑scale catering operation.
• Experience managing and/or working with security crews.
• Ability to manage and implement change.
• Ability to effectively schedule large teams.
• Proficient in Welsh - written and spoken.
• Enjoys live music and the arts.
• Committed to raising the profile of business within the local community.
• Knowledge of building and facility management systems and processes.
• Knowledge of the wider live entertainment community and associations.
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