Head of Venue Operations

Live Nation is launching a new purpose-built 3,000-capacity live entertainment venue in Singapore, hosting concerts, comedy, corporate, community, and private events alongside premium hospitality and F&B experiences.

Reporting to the General Manager, the Head of Venue Operations will lead all venue and event operations, including front-of-house, crowd management, ticketing, banquet and hospitality operations, staffing, safety compliance, and operational logistics to deliver exceptional guest experiences and seamless event execution.

The role will also oversee venue mobilisation, operational SOPs, workforce planning, vendor management, and cross-functional coordination across Production, Security, Engineering, Ticketing, and external partners.

The Head of Venue Operations is expected to provide strong operational leadership across all venue activities while ensuring alignment between event execution, guest experience, venue safety, and commercial performance.

ROLE & RESPONSIBILITIES:

Event Operations & Guest Experience

• Oversee the operational planning, coordination, and execution of all concerts, live entertainment events, gala dinners, corporate events, private functions, community events, and venue activities to deliver exceptional guest experiences.
• Ensure venue readiness across all operational, guest-facing, backstage, hospitality, and event support areas prior to event commencement.
• Lead all event-day activities including venue setup, seating layouts, crowd flow, guest access, signage, operational logistics, and event breakdown.
• Act as the central operational command and decision-maker during live events and venue activations.
• Ensure Front of House operations, guest services, ushering, queue management, and public systems consistently meet service and safety standards.
• Coordinate operational readiness across Front of House, Back of House, Production, Technical, Security, Housekeeping (Cleaning), Ticketing, and Engineering teams to ensure seamless event delivery.
• Produce clear post-event operational reports highlighting issues, resolutions, operational performance, and opportunities for improvement.
• Lead service recovery efforts and operational issue resolution to maintain high guest satisfaction standards during live events.

Concert, Crowd & Venue Operations

• Oversee operational delivery for concerts and live entertainment events, ensuring smooth audience movement, venue flow, and crowd safety compliance.
• Oversee loading dock operations, event load-ins/load-outs, backstage logistics, and coordination of operational support areas for touring productions and event contractors.
• Coordinate ticket scanning operations, security deployment, crowd movement, entry and exit management, emergency response readiness, and back-of-house operational support.
• Lead operational coordination between promoters, touring crews, event organisers, production teams, and venue departments during event execution.
• Ensure compliance with venue capacities, crowd management procedures, and operational safety requirements.
• Oversee venue control room operations, escalation procedures, and incident management during live events.
• Conduct pre-event operational briefings, readiness inspections, and event risk assessments.

Banquet, Hospitality & F&B Operations

• Oversee banquet and hospitality operations for gala dinners, weddings, conferences, VIP events, corporate functions, and special events.
• Ensure smooth operational coordination of banquet setups, table arrangements, service flow, event sequencing, and guest hospitality requirements.
• Coordinate closely with kitchen operators, catering partners, banquet service teams, and external vendors to ensure timely and high-quality food and beverage delivery.
• Oversee concessions, bars, merchandise kiosks, hospitality suites, and event-based catering operations to maximise operational efficiency, guest satisfaction and event-day revenue opportunities.
• Manage artist, crew, and backstage catering logistics in coordination with kitchen operators and event stakeholders.
• Ensure all F&B operations maintain compliance with food hygiene, liquor licensing, workplace safety, and operational standards.
• Develop and maintain SOPs and workflows for banquet operations, concessions, hospitality service, POS operations, and event catering activities.
• Support venue hire clients and event organisers with operational coordination during event execution while ensuring venue operational standards are maintained.

Vendor, POS & Operational Financial Management

• Oversee operational management of F&B vendors, catering partners, concession operators, merchandise vendors, and outsourced service providers.
• Ensure venue operations teams are fully equipped and trained to operate POS systems and onsite payment settlement procedures.
• Oversee onsite settlement of event-day operational charges including additional event requests, overtime usage, food and beverage top-ups, equipment rentals, and damage or operational charges.
• Coordinate closely with Finance and Event Management teams to ensure accurate documentation, reconciliation, and event settlement processes.
• Support operational budgeting, cost control, labour planning, and event profitability initiatives.
• Negotiate and manage vendor contracts and service agreements to ensure accountability, service quality, and cost efficiency.

Safety & Compliance

• Lead the implementation and development of Emergency Response, Evacuation, Crowd Safety, and Incident Management Plans in compliance with local legislation, venue licensing requirements, and Live Nation standards.
• Ensure all staff, contractors, vendors, and event personnel are trained and compliant with emergency procedures, workplace safety standards, and operational protocols.
• Conduct operational risk assessments, safety inspections, and mitigation planning prior to all events.
• Oversee incident management, investigations, reporting, and post-event reviews.
• Liaise with local authorities, police, and regulatory agencies to ensure operational compliance and effective event coordination.

Ticketing and Auxiliary Revenue

• Oversee the operational delivery of ticketing arrangements, working with appointed ticketing agencies to ensure event hirers are effectively supported
• Provide operational oversight and escalation support for ticketing-related issues managed by the Events team.
• Oversee other ancillary operations, ensuring appropriate staffing, POS readiness, and service standards aligned with event needs.

Workforce Management & Leadership

• Lead, mentor, and develop the Venue Operations team to ensure high performance, operational consistency, and delivery of venue objectives.
• Oversee workforce planning, recruitment, rostering, deployment, and training for full-time staff, casual labour, contractors, and outsourced personnel.
• Establish structured operational training programs covering event procedures, crowd management, banquet operations, POS systems, safety protocols, and customer service standards.
• Foster a high-performing, service-oriented, and accountable operational culture.
• Manage operational staffing costs, productivity targets, and workforce efficiency initiative

Performance, Reporting & Continuous Improvement

• Own the end-to-end process of post-event operational analysis across guest experience, safety, operational performance, staffing, and financial outcomes.
• Monitor operational KPIs, guest satisfaction metrics, labour performance, incident reporting, and event profitability outcomes.
• Identify opportunities to improve operational efficiency, service standards, safety outcomes, and event execution quality.
• Drive continuous improvement initiatives, sustainability practices, and operational innovation across venue operations.
• Support sustainability initiatives and operational best practices across venue operations, concessions, and event activities.

Requirements

• Bachelor's degree in Event Management, Hospitality, Operations, Business, or related field preferred.
• 7–10 years experience in venue, hospitality, banquet, or live entertainment operations with exposure to large-scale events.
• Strong experience managing concerts, corporate events, conferences, banquets, and live entertainment operations.
• Proven leadership experience managing operational teams, contractors, vendors, and casual labour.
• Strong knowledge of crowd management, venue logistics, safety compliance, hospitality, concessions, merchandise, POS, and F&B operations.
• Experience managing operational budgets, labour costs, vendor contracts, and event settlements.
• Excellent leadership, communication, stakeholder management, problem-solving, and crisis management skills.
• Familiarity with venue management systems, POS platforms, operational reporting tools, and event technologies preferred.
• Strong understanding of emergency response, crowd safety, licensing, and local event regulations.
• Fluent in English; Chinese language skills would be advantageous.
• Proficient in MS Office and operational/event management systems.
• Passion for live entertainment with the ability to thrive in fast-paced, high-pressure environments.
• Willingness to work nights, weekends, and public holidays as required.