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Job Description: General Manager (Venue Operations) Company: The Venue Location: Johannesburg Reports to: Group MD Works Closely With: Sales Team / Business Development Role Purpose The General Manager is responsible for the operational performance, service excellence, compliance, and overall efficiency of The Venue. While the GM does not directly own revenue generation, this role plays a critical commercial support function by ensuring the venue, team, systems, and client experience enable the Sales Team to achieve their revenue targets. The GM ensures that operational excellence translates into high conversion rates, strong client retention, and long-term business sustainability. Key Responsibilities 1. Operational Leadership • Oversee daily venue operations and event execution. • Ensure consistent delivery of high-quality service standards. • Maintain and improve SOPs to support operational efficiency and scalability. • Ensure the venue is always client-ready and sales-ready. 2. Commercial Support & Sales Enablement The GM acts as a strategic operational partner to Sales. • Support the Sales Team in achieving booking and revenue targets. • Ensure accurate operational input into proposals, costing, and feasibility. • Participate in key client meetings where operational leadership presence is required. • Ensure operational readiness for site visits and corporate inspections. • Provide feedback to Sales on capacity, operational constraints, and improvement opportunities. • Ensure upsell opportunities are operationally executable. 3. Client Experience & Retention • Oversee the end-to-end client experience from confirmation to execution. • Manage escalations and high-level client relationships when required. • Ensure delivery aligns with what was sold and promised. • Drive repeat bookings and referral opportunities through exceptional execution. 4. Financial & Cost Control (Operational Accountability) • Manage operating expenses within approved budgets. • Control labour, supplier, and variable event costs. • Monitor cost-to-revenue ratios and operational efficiency metrics. • Identify cost optimisation opportunities without compromising service quality. 5. Team Leadership & Performance Management • Lead and develop a high-performance operations team. • Ensure clear accountability, performance reviews, and structured training. • Maintain strong discipline, culture, and service standards. • Manage workforce planning aligned with event demand. 6. Compliance, Risk & Governance • Ensure compliance with health & safety, licensing, and labour regulations. • Maintain audit readiness at all times. • Manage risk mitigation and incident reporting processes. • Ensure contractor and supplier compliance with SLAs. 7. Facilities & Asset Management • Maintain venue infrastructure to premium standards. • Oversee preventative maintenance programs. • Ensure supplier performance and service consistency. • Protect and maintain venue assets.
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