Assistant Venue Manager

Royal Holloway Students' Union; Egham; On-site; GBP 32,000 - 42,000; Full time

Job summary

Royal Holloway Students' Union is seeking a proactive individual to support the Venue and Events Manager in delivering efficient, cost-effective services across its venues. You will ensure staff are trained, processes are compliant, and stock and logistics are managed to meet business demands.

You will lead operations, monitor performance, and drive revenue through excellent customer service and effective promotional activity, while maintaining safety and regulatory compliance.

Qualifications

• Experience supervising a large team and communicating with large staff groups.
• Understanding of health & safety, licensing, and data protection requirements.
• Experience monitoring sales, labour costs, stock control and gross profit margins.

Responsibilities

• Support the Venue and Events Manager in delivering efficient, cost-effective services.
• Ensure staff are trained and able to deliver excellent customer service.
• Manage day-to-day operation of the venue and ensure safe, well-planned service delivery.
• Drive revenue through promotions and high-quality customer experience.
• Ensure compliance with financial controls and stock management.

Skills

Leadership

Staff supervision

Communication

Problem solving

Market awareness

Education

Personal Licence Holder

Food Safety Level 2

First Aid Qualification

Tools

EPOS / POS systems

Job description

Department(s): Commercial and Building Services

Team: Commercial Services

Purpose of role

• To support the Venue and Events Manager with the delivery of efficient, cost-effective services at the outlet.
• To ensure that standard operating procedures are consistently applied and to ensure staff and resources are used with maximum efficiency.
• To ensure that staff are professionally trained and have all the skills required for the delivery of excellent customer service.
• To support the efficient management of logistics processes and ensure the venue is appropriately stocked, staffed and prepared to meet anticipated business levels.
• To ensure the service is delivered in a safe and clean environment and the operation is run in line with all compliance requirements of legislation governing licensing, food safety and general health and safety.
• All elements of the role relate to both internal and external clients.

Strategic Management and Leadership

• To support the Venue and Events Manager in the achievement of their objectives and the delivery of the outlet operational plan
• To support the Venue and Events Manager in limiting the risks associated with outlet operations.
• To ensure safe and compliant working practices are used in all service delivery and processes.

People Management

• To support the health and wellbeing of the staff team
• To support the recruitment, training, induction and development of the staff team, ensuring performance standards are maintained and contribute to an excellent customer experience.
• To Support performance management processes, including objective setting, coaching, feedback and development planning
• To ensure that all venue staff have clear communication and that objectives are fully understood and aligned to the planned activity and achievement of budgeted targets.

Financial Management and Reporting

• Support the delivery of annual and periodic sales, gross profit, labour cost and net contribution targets for the venue.
• Take responsibility for the effective deployment of staffing resources to ensure labour budgets are achieved without compromising customer experience.
• Monitor weekly sales, labour and stock performance, identifying trends and implementing corrective actions to address underperformance.
• Maintain robust stock management processes, ensuring accurate ordering, storage, rotation and stock control to minimise waste and protect gross profit margins.
• Support the preparation and delivery of venue budgets, forecasts and commercial plans.
• Drive revenue growth through effective promotional activity, upselling initiatives and the delivery of a high-quality customer experience.
• Ensure compliance with all financial controls, cash handling procedures and audit requirements.
• Utilise customer feedback and performance data to identify opportunities to improve revenue, profitability and operational efficiency.

Service Development and Delivery

• Support the operation of all bars, catering services, events and private hire activity within the Students' Union venue.
• Manage the day-to-day operation of the venue and the operational responsibility for ensuring that the service is delivered in a safe well planned and well-resourced manner
• Ensure excellent customer service standards are delivered through effective leadership, training and supervision.
• Support the development and implementation of efficient operational processes that enhance customer experience and maximise revenue.
• Provide line management to venue staff and maintain effective communication to ensure staff are equipped to meet customer needs and achieve agreed targets.
• To support student officers in the delivery of their campaigns when appropriate to do so.
• To support the planning of the events calendar for all aspects of the business including but not limited to daytime events, late night activity and student group events.
• To support the management team ensuring that all outlet operations are delivered professionally safely and cost effectively.
• To ensure that stock replenishment is consistently completed to a high standard and to ensure that any barriers to sales are monitored and removed efficiently.

Health and Safety Management

• To show a clear commitment to the delivery of the RHSU Health and Safety Policy and associated procedures
• To support compliance with all required legislations including but not limited to the licensing laws, and the laws relating to food safety, allergen management, manual handling, COSHH and Health Safety and fire prevention.
• To ensure that all activity is delivered safely and securely and, in an environment, where risks to staff and customers are assessed and properly mitigated.
• To ensure all staff are trained in matters of safety and compliance to a level commensurate with their work activity.

Ethical and Environmental Management

• To support the positive development of the Unions Sustainability policy.
• To commit to delivering activity and projects in a sustainable manner
• To support the Union and officers in the delivery of campaigns and activity designed to improve our sustainable performance.
• Comply with all Union policy in relation to equality and diversity.

Other Duties

• Comply with relevant data protection policies, ensuring General Data Protection Regulations are considered when making plans and decisions.
• To support the delivery of activities that are as diverse as the membership and support is available for activity that is suitable for all the students in the Union.

Person Specification Requirements

Candidates/post holders will be expected to demonstrate the following Essential E/ Desirable (D)

Qualifications and Training

Personal Licence Holder D

Food Safety Level 2 D

First Aid Qualification D

Experience and Knowledge

Experience working in a commercially focused hospitality or venue environment with responsibility for operational performance. E

Experience in supervising a large team and of being effective in communicating with large staff groups. E

Ability to work in partnership with managers from multiple departments. E

Understands the purpose of the commercial activity within a charity and supports the development of a social enterprise approach. E

Knowledge of relevant legislation relating to health & safety, data protection, licensing & equal opportunities E

Supervisory experience in a high-volume pub, bar, hospitality or venue operation E

Experience using EPOS, labour and payment systems, e.g. Zonal/Fourth E

Experience training and developing staff E

Skills & Abilities

Digitally Innovative – has experience in using till and payment systems and of stock management. E

Communication skills – can communicate effectively with individuals and large groups. E

Problem solving – Has the ability to show creativity in challenging circumstances. E

Awareness of & sensitivity to EDI commitments E

Market awareness – can demonstrate knowledge and experience in understanding the needs of the student market. E

Relationship manager – can engage with others and to promote positive work activity amongst colleagues and via partnership working. D

Experience monitoring sales performance, labour costs, stock control and gross profit margins within a hospitality, retail or venue environment E

Values, Attitudes & Personal Style

Customer Focused E

Professional Approach and evidence of a commitment to high standards E

Collaborative and works well as part of a team. E

Trustworthy: transparent, honest & fair E

Strong Leadership – can inspire others to achieve the best results. E

Alignment with Union Values

Student Focused: everything we do will have students at the heart of it. E

High Quality: your expectations are high, and we must exceed them. E

Inclusive: we will offer a diverse range of activities and services which are fulfilling and accessible E

Brave: we should be bold and not afraid to challenge the status quo. E

Trustworthy: we will ensure that we are transparent, honest, and fair in what we say and do. E

Responsible to: SU Venue and Events Manager

Responsible for:

• Shift management and staff supervision
• Safe and Compliant working
• Logistics and dealing with deliveries and stock management.

Contract type: Permanent

Hours of work:

This role is based on an annualised hours model of 1,820 hours per year, averaging 35 hours per week across the year. During term time, employees are expected to work approximately 42.5 hours per week (40 working hours excluding unpaid breaks). During out-of-term periods, hours reduce to approximately 24 hours per week. The role requires flexibility, including evening, weekend and occasional off-site working to meet operational requirements.

Your shifts will be published in a minimum of two week rota period.

It is expected that your role will require you to work off site. This will be within plenty of notice with your usual place of work being the student union building.