Operations Manager - Fulham Pier

Position Purpose
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The Operations Manager will support the Head of Building Services in the day-to-day operation of Fulham Pier, providing a visible management presence across the venue and ensuring that the building operates effectively and to the required standard.
The role will work closely with Building Services, Security, Cleaning, Hospitality, Events and the various operators across Fulham Pier, taking ownership of operational issues and ensuring they are resolved or appropriately escalated.
The role is operational rather than technical. It is specifically intended to provide management coverage across Fulham Pier's core operating hours and will routinely include evening and weekend working.

Responsibilities

Knowledge, Skills & Experience

• Experience in an operational management, facilities, venue, hospitality or similar environment.
• Experience of working in a busy public-facing operation.
• Strong organisational skills with a practical and proactive approach to problem solving.
• Experience working with contractors and service providers.
• High standards and strong attention to detail.
• Good communication skills and the confidence to deal with a wide range of internal and external stakeholders.
• Ability to work independently, make sensible operational decisions and know when to escalate.
• Experience of purchasing, budget management or invoice approval.
• Good IT skills.

Experience within a hospitality, hotel, leisure, sporting, entertainment or mixed-use venue, together with facilities, health and safety or licensing experience, would be advantageous.

Personal Attributes

The successful candidate will be visible, hands-on and comfortable taking ownership of issues. They will have high standards, good judgement and a practical approach to problem solving, and will be comfortable challenging poor standards where necessary.
They will understand that Fulham Pier is a seven-day operation and be flexible in their approach to working evenings and weekends.

Requirements

Operations & Standards

• Provide a visible, hands-on management presence across Fulham Pier.
• Regularly inspect public, guest and back-of-house areas and maintain high standards of presentation, cleanliness and operation.
• Identify and resolve operational issues, ensuring outstanding matters are followed through.
• Act as a key operational point of contact when the Head of Building Services is not on site.
• Work with the different teams and operators across the Pier to coordinate activity and resolve issues.
• Support events and periods of increased activity and ensure effective operational handovers.
• Monitor the performance of cleaning, security, maintenance and other service providers and address deficiencies where required.

Building Services & Maintenance

• Support the coordination of planned and reactive maintenance across Fulham Pier.
• Ensure faults and defects are reported, prioritised and progressed.
• Liaise with contractors, coordinate access and monitor the completion and quality of works.
• Develop a good working knowledge of the building and its services, escalating technical matters to the appropriate specialist or contractor.

Licensing, Planning & Noise

• Support the operation of Fulham Pier in accordance with its premises licences, planning permissions and agreed operating procedures.
• Maintain a working knowledge of the key conditions affecting operating hours, external areas, events and noise.
• Monitor compliance while on duty and take appropriate action where issues arise.
• Monitor noise and activity, particularly during evenings and events, and ensure agreed noise management measures are followed.
• Respond to operational or noise complaints while on duty, ensuring appropriate action is taken and recorded.
• Escalate significant or recurring compliance issues to the Head of Building Services and relevant Club management.

Safety

• Support the maintenance of a safe environment for staff, guests, contractors and visitors.
• Identify hazards and operational risks and ensure appropriate action is taken.
• Support emergency and incident procedures as required.
• Ensure relevant inspections, incidents and actions are appropriately recorded.

Procurement & Financial Administration

• Procure goods, services and minor works required for the operation of Fulham Pier within agreed procedures and delegated authority.
• Obtain quotations, raise purchase orders and liaise directly with suppliers and contractors.
• Review and approve invoices within delegated authority, confirming satisfactory delivery or completion of works.
• Support the Head of Building Services in monitoring operational expenditure and achieving value for money.

Working Hours

Fulham Pier operates throughout the day, evenings and weekends. The Operations Manager will work flexibly to provide management coverage across these periods.
Regular evening and weekend working is a normal requirement of the role and will form part of the individual's standard working pattern.