Operations Manager - North & Midlands

Overview of the role:

As the Operations Manager you'll be stepping into the big leagues, reporting to the Operations Director you’ll play a key role in delivering exceptional standards and growing the business across all our amazing brands. You'll be an experienced operator with a passion for cocktails and the late night-night bar scene. You’ll be able to demonstrate an entrepreneurial flair to take your venues to the next level.

The key responsibility of the Operations Manager to deliver exceptional standards across a number of key customer, people, operational and financial KPI’s.

Responsibilities:

Venue Operations & Standards

• Oversee day-to-day operations of venues within your area to ensure adherence to Nightcap’s operating standards.
• Conduct regular venue audits, identifying and resolving operational issues, and ensuring compliance with health, safety, and licensing regulations.
• Implement and uphold brand standards, ensuring the Nightcap experience is delivered consistently across all touchpoints.

Team Leadership & Development

• Recruit, develop, and coach General Managers to create a high-performance team culture that values growth and collaboration.
• Champion Nightcap’s people and culture agenda, promoting a positive, inclusive workplace environment that aligns with our values.
• Support General Managers in succession planning, identifying talent, and fostering career development within each venue.

Financial Management

• Drive revenue growth and profitability for each venue by optimising performance against key metrics, such as revenue per guest and labour cost efficiency.
• Manage budgets, monitor P&L statements, and implement strategies to improve profitability and control costs.
• Collaborate with the finance team to set and achieve realistic and challenging financial targets for each venue.

Guest Experience

• Drive a guest-centric culture by setting and maintaining high standards for customer service.
• Monitor guest satisfaction metrics, implementing action plans to address feedback and enhance guest loyalty.
• Lead by example, ensuring that every guest interaction meets or exceeds Nightcap’s standards for warmth, attentiveness, and professionalism.

Planning & Innovation

• Collaborate with the Operations Director, support team and leadership team to develop and execute operational strategies that align with Nightcap’s growth objectives.
• Identify market trends, emerging opportunities, and areas for improvement, proposing creative solutions and new ideas to enhance performance.
• Lead change initiatives to improve venue efficiency, guest experience, and employee engagement.

Required Experience / Skills

• Leadership & People Management: Exceptional ability to inspire, coach, and develop others, creating an inclusive, high-performance culture.
• Financial Acumen: Strong understanding of budgeting, forecasting, and P&L management, with the ability to drive cost-effective operations.
• Guest Focused: Deep commitment to delivering an outstanding guest experience, ensuring team actions align with Nightcap’s guest-centric mission.
• Operational Excellence: Skilled in implementing and upholding operating standards, with a focus on compliance, efficiency, and quality.
• Adaptability & Resilience: Demonstrates flexibility and resilience in a fast-paced environment, thriving under pressure and managing change effectively.
• Big Thinking: Able to analyse complex information and develop insights, taking a long-term view to drive sustainable improvements.
• Full UK Driving Licence

Our Values

We Start at the Bar

• Make decisions with the guest experience in mind.
• Base choices on firsthand observations and in-venue feedback.
• Prioritise operational efficiency and practicality.

Proud AF

• Show enthusiasm and commitment even on the day-to-day
• Deliver consistent, high-quality standards.
• Take ownership of guest satisfaction.

Become Your Best Self

• Seek out training and development opportunities.
• Embrace feedback and use it for personal growth.
• Set and pursue personal and professional goals.

Own the Outcome

• Set clear, achievable goals.
• Take responsibility for both successes and failures.
• Follow through on commitments and deliver results.

People Are Everything

• Foster a collaborative and respectful workplace.
• Celebrate diversity and encourage inclusive practices.
• Support colleagues and create a positive team environment.