Customer Service & Entertainment Manager
The Keys Preston PTY LTD · Preston, Melbourne VIC · Full-time, permanent · $80,000 to $90,000 plus super
About The Keys
The Keys is a hospitality-led entertainment venue in Preston, housed in a 120-year-old building and home to twelve bowling lanes, three bars, a beer garden, a wood-fired outdoor kitchen, function spaces and an active live music and entertainment program. We are a venue defined as much by what happens on our stage and across our cultural calendar as by the hospitality we offer at the bar. The Keys is operated by The Keys Preston Pty Ltd.
About the role
We are looking for a Customer Service & Entertainment Manager to take ownership of the venue's multifaceted live music, cultural and entertainment program. The role centres on the curation of the venue's cultural and live entertainment program, designing and delivering an ongoing program of live music, events and curated cultural moments that reflect the venue's identity. Day to day, that includes booking bands, musicians and DJs, liaising with performers and agents, coordinating the technical and logistical requirements of every show (input lists, stage plots, backline, scheduling, venue access, bump in and bump out), and running live sound on the night. It includes curation of events such as food festivals, week long activations and artistic programing. The role also leads customer service standards across the venue and designs and delivers the staff training program that supports them.
Key responsibilities
- Curate the venue's multifaceted live music and entertainment program, with cultural and artistic programming aligned to the venue's identity
- Book bands, musicians, DJs and other performers; liaise with performers, agents and entertainment contacts; develop and maintain the venue's entertainment network
- Coordinate every technical and logistical requirement of live entertainment, including performer briefings, scheduling, venue access, bump in and bump out, technical setup, input lists, stage plots and backline.
- Operate live sound during performances as the venue's in-house sound technician, including system setup, line checks, troubleshooting and pack-down, while maintaining professional sound and technical standards.
- Plan, market and deliver one-off events and recurring cultural programming that build the venue's identity and reputation.
- Design and deliver customer service training; coach staff in communication, professionalism, problem solving and venue culture; write and maintain training manuals, onboarding material and operational documentation.
- Design and deliver staff training models for Beverage and Food Knowledge Training; Cocktail Training and Restaurant Service Training
- Lead customer service standards across the venue and act as the senior reference point for guest experience, service culture and hospitality professionalism.
- Develop, implement and continuously improve customer service systems, procedures and standards so the guest experience is consistent across every shift.
- Ensure staff follow venue procedures, policies, and operational standards.
- Manage escalated customer complaints and difficult guest situations; investigate incidents and exercise judgement on refunds, credits, compensation and service recovery.
- Ad hoc: may be required to act as Duty Manager during rostered shifts on occasions, directing and supporting staff, and making the operational calls needed to uphold standards.
Essential criteria
- Diploma in Hospitality Management (or 3 years' relevant work experience in lieu), plus a minimum of 3 years' proven experience managing multifaceted live music and entertainment programs in a venue setting, including cultural program curation, artist and act booking, performer liaison, technical and logistical coordination, and end-to-end event delivery.
- Minimum 3 years' hands-on experience as a live sound technician operating PA systems for live performances, including band liaison on technical requirements (input lists, stage plots and backline), set-up, line checks, troubleshooting and pack-down.
- Demonstrated experience producing or managing live music events at scale, including festival or multi-venue event production.
- Minimum 3 years' experience leading customer service standards and training staff in a licensed hospitality venue.
- Current Victorian Responsible Service of Alcohol (RSA) certificate.
- WSET Level 2 (Wine & Spirit Education Trust), or equivalent beverage qualification.
- Strong written and verbal communication, and the ability to write and maintain training documentation, onboarding material and operational procedures.
- Availability to work evenings and weekends as required by a live entertainment venue.
Desirable
- Prior experience as part of a venue opening or pre-opening team.
- Bar management experience in a multi-bar venue.
- Front-of-house leadership experience in a late-night licensed venue.
- Functions and events management experience, including supplier purchasing and procurement.
What we offer
- A senior leadership role in one of Melbourne's most distinctive hospitality-led entertainment venues.
- Full-time, permanent position.
- A team that takes craft, design and hospitality seriously.
- Salary: $80,000 to $90,000 per annum plus superannuation.
How to apply
Please send your CV and a cover letter addressing each of the essential criteria above to [email protected]. Applications close four weeks from the date of posting. The Keys is an equal opportunity employer and welcomes applications from candidates of all backgrounds.
Pay: $80,000.00 – $90,000.00 per year
Work Location: In person
