We are privileged to be partnering with a leading hospitality company to appoint a Head of Operations. This is a senior leadership role within a multi‑venue business operating a portfolio of bars, restaurants, and event spaces across Sydney and Melbourne, with a Brisbane opening scheduled in the near future.
The group is known for delivering high‑quality hospitality experiences, spanning both elevated casual venues and award‑recognised dining environments. As such, this role requires a leader who can flex their approach and style across diverse concepts while maintaining a consistent standard of excellence.
The Role
Reporting to the Group General Manager, the Head of Operations will take ownership of front‑of‑house performance, service standards, and the overall guest journey across the portfolio.
This is a highly visible, hands‑on position focused on driving consistency, developing leadership capability within venue teams, and ensuring commercial outcomes are achieved without compromising on experience.
Key Responsibilities
Leadership
Lead, mentor, and develop a cohort of Venue Managers and senior leaders
Establish clear performance rhythms, including KPI tracking and structured reviews
Build internal capability through coaching, succession planning, and talent development
Guest Experience & Standards
Define and elevate the end‑to‑end guest experience across all venues
Implement and maintain service frameworks, ensuring consistency while respecting brand individuality
Oversee guest feedback channels, service recovery, and continuous improvement initiatives
Training & Capability
Partner with the HR manager to design and deliver onboarding and training programs
Drive ongoing development in service, product knowledge, and compliance standards
Ensure teams are equipped to meet diverse guest needs, including dietary and accessibility requirements
Reservations & Commercial Performance
Oversee reservations strategy and optimisation across the group
Ensure systems and processes are driving maximum revenue and efficiencies
Align reservations, events, and venue teams to support revenue outcomes
Support venue leaders to deliver against budgets and financial targets
Monitor key metrics, identify trends, and implement performance improvement strategies
Strengthen operational discipline across labour, rostering, and cost control
Events & Cross‑Functional Collaboration
Work closely with events and marketing teams to ensure seamless execution
Foster strong communication between departments to enhance delivery and efficiency
Growth & New Openings
Play a key role in upcoming venue launches, including Brisbane
Support pre‑opening strategy, team build, and operational readiness
Embed best practice and capture learnings for future expansion
National Scope
This role will require regular travel across Sydney, Melbourne, and Brisbane
A strong on‑the‑ground presence is expected, particularly during peak periods and openings
About You
Demonstrated experience in a senior, multi‑site hospitality role
Strong leadership capability, with a track record of building and developing high‑performing teams
Experience operating across both premium/hatted and casual dining environments
Commercially astute, with a solid understanding of financial drivers in hospitality
Highly organised, systems‑oriented, and detail‑focused
Adaptable, hands‑on, and comfortable working across multiple venues and teams
Application Questions
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia?
How many years' experience do you have as a Head of Guest Experience?
How many years' experience do you have in the hospitality & tourism industry?
Do you have management experience within a fine dining restaurant?
What's your expected annual base salary?
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