Operations Manager

Drive Operational Excellence and Member Experience at Hornsby RSL Club

Are you an experienced operations leader with a passion for hospitality, customer experience, and empowering teams to deliver their best? Hornsby RSL Club, a flagship establishment on Sydney's Upper North Shore, is seeking a dynamic and hands-on Operations Manager to play a pivotal role in leading our venue operations and driving service excellence.

About Hornsby RSL Club Hornsby RSL Club is a proud cornerstone of the community, with over 32,000 members and a long-standing reputation for quality, innovation, and engagement. With a team of around 250 dedicated staff, the Club offers multiple in-house dining venues and bars including The Courtyard, Level One Bar, Attic Bowling and Arcade and the Brew Bar.

The Club also features 397 state-of-the-art gaming machines, utilises leading-edge software systems, and is backed by strong financial stability through ownership of assets including a multi-storey car park, investment properties, and valuable land holdings. With major projects and an ambitious Master Plan on the horizon, Hornsby RSL is poised for an exciting future.

The Role As Operations Manager, you will be responsible for the day-to-day management of the Club's operations, ensuring exceptional service, compliance, and operational efficiency across all areas of the business. This is a frontline leadership role, requiring a proactive and visible manager who will work closely with department leaders, support their growth, and keep customer experience at the heart of everything we do.

Your leadership will help shape team culture, streamline operations, and position the Club strongly for its next phase of growth and development.

Experience in clubs, hotels, or pub management is highly regarded, and the skills you've gained leading multi-outlet venues with diverse teams will give you a strong foundation for success in this role.

Key Responsibilities

• Lead, mentor, and empower department managers and operational teams, fostering a culture of accountability, professional growth, and excellence.
• Ensure outstanding service standards and member satisfaction across all hospitality and gaming offerings.
• In concert with the Compliance manager, ensure compliance, safety, and security in line with legislative and regulatory requirements.
• Collaborate with the CEO and leadership team on strategic priorities while delivering day-to-day operational success.
• Continuously review and improve processes to maximise efficiency, profitability, and service quality.
• Champion workplace culture, teamwork, and training initiatives that support staff retention and engagement.
• Support the execution of major projects and contribute to the Club's exciting Master Plan ambitions.

About You To succeed in this role, you will bring:

• Proven leadership experience in clubs, hotels, pubs, or related hospitality sectors, ideally across large, multi-outlet venues.
• Strong operational knowledge of gaming, food and beverage, and compliance requirements.
• A hands-on leadership style with the ability to inspire and develop teams.
• Financial and business acumen, with experience in roster, budget, and resource management.
• A proactive, customer-centric approach, with the ability to manage competing demands and thrive in a dynamic operational environment.
• Strong communication and interpersonal skills, with the ability to foster positive relationships across all levels.
• Flexibility and presence to lead during key operational periods, including evenings and weekends.

Why Join Us? This is an exciting opportunity to make a meaningful impact at one of Sydney's most respected clubs. Backed by significant assets and a strong growth pipeline, Hornsby RSL offers an environment where you can drive operational excellence, inspire a great team, and grow your career.

If you're an energetic operations leader ready to take the next step in your career, we'd love to hear from you.