Job Description

Hospitality Operations & Compliance Manager

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The primary purpose of this role is to oversee venue-wide operations governance across bar, restaurant, and functions/events. The role is accountable for ensuring operational consistency, compliance with regulatory and internal systems, effective labour management, and delivery of key commercial performance indicators (KPIs).

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Responsibilities include:

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Venue Operations Leadership

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- Act as Second in Charge of the venue, supporting the Venue Manager in the overall operational leadership, performance, and accountability of the business
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- Provide end-to-end operational oversight across bar, restaurant, and functions/events to ensure alignment, consistency, and strong commercial execution across all service areas
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- Step into full venue leadership in the absence of the Venue Manager, including decision-making authority, operational control, and team direction
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- Drive integration and consistency of operational systems, standards, and processes across all revenue streams within the venue
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- Ensure venue operations are managed through structured systems, reporting, and performance frameworks, rather than day-to-day shift execution
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Compliance & Risk Management

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- Own and lead all compliance frameworks, including RSA/liquor licensing, food safety, and Work Health & Safety (WHS) systems
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- Ensure WHS systems are embedded into daily operations, including risk assessments, hazard identification, and control measures
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- Maintain incident and hazard reporting registers, ensuring timely investigation, documentation, and corrective actions
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- Lead internal audits and ensure readiness for external regulatory inspections at all times
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- Drive a proactive safety culture through training, communication, and leadership accountability
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Labour Management & Workforce Planning

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- Oversee labour forecasting and rostering in line with business demand and budget targets
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- Ensure rostering practices meet legislative requirements, including awards, breaks, and working conditions
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- Monitor labour performance with consideration to safety, wellbeing, and operational sustainability
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Commercial Performance & Reporting

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- Monitor and drive key revenue streams across bar, restaurant, and events operations
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- Oversee cost controls including wages, wastage, and operational expenses
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- Produce and analyse operational and financial reports to track performance against KPIs and identify improvement opportunities
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Leadership

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- Act as a senior leadership presence across the venue, setting expectations and driving performance across all teams and departments
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- Lead, coach, and develop all operational leaders below the 2IC level, ensuring transparent accountability, consistency, and performance standards
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- Provide structured guidance, coaching, and development to build capability across the broader leadership group
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- Ensure effective delegation, communication flow, and escalation pathways across all areas of the venue
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- Oversee structured guest feedback systems and guest relations programs to ensure service excellence is maintained
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- Manage complaints handling frameworks, ensuring timely, professional, and commercially sound resolution
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- Monitor guest reviews and feedback trends, identifying insights and driving continuous improvement initiatives across the venue
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Skills/Qualifications:

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- Relevant Diploma or higher qualification in Hospitality, Events, or Business Management or at least 3 years of relevant work experience
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- Demonstrated capability in compliance and risk systems including RSA, WHS, incident reporting, and audit readiness
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- Proven experience in labour governance and commercial performance management, including rostering, wage control, and KPI reporting
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- Experience leading supervisors or team leaders, with accountability for operational systems, performance, and customer experience frameworks
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📌 Hospitality Operations & Compliance Manager (City of Gold Coast)
🏢 Siblings Kirra
📍 City of Gold Coast