Operations Manager

Key Responsibilities:

1. Operational Leadership

2. Lead and manage daily operations across 6 outlets to ensure consistent service standards.
   
   

3. Oversee FOH operations, including customer service, reservations, cleanliness, and ambiance.
   
   
4. Oversee BOH operations, including food preparation, hygiene, kitchen productivity, and inventory management.
   
   
5. Ensure compliance with SOPs, HACCP, and food safety regulations.
   
   

6. Implement operational improvements to enhance guest experience and staff productivity.
   
   

7. People Management

8. Recruit, train, and develop outlet managers, FOH, and BOH staff.
   
   

9. Conduct regular performance evaluations and coaching sessions.
   
   
10. Schedule manpower effectively to optimize productivity while controlling labor cost.
    
    

11. Foster a positive work culture that promotes teamwork, accountability, and professional growth.
    
    

12. Financial & Cost Control

13. Monitor and manage food cost, beverage cost, and labor cost within set targets.
    
    

14. Analyze daily, weekly, and monthly sales reports to identify areas of improvement.
    
    
15. Ensure accurate stocktaking and inventory management to prevent wastage and pilferage.
    
    

16. Work with the procurement team to negotiate supplier contracts and manage purchasing efficiency.
    
    

17. Quality Assurance & Customer Service

18. Conduct regular outlet visits to ensure service, food quality, and cleanliness standards are met.
    
    

19. Handle escalated customer complaints and service recovery.
    
    
20. Implement mystery shopper programs and feedback systems for continuous improvement.
    
    

21. Maintain consistency in menu execution, portion control, and presentation.
    
    

22. Strategic & Project Management

23. Assist in new outlet openings, renovations, and promotional campaigns.
    
    

24. Coordinate with Marketing for seasonal promotions, special events, and brand initiatives.
    
    
25. Plan and execute training programs for service and kitchen teams.
    
    
26. Support the GM in budget planning, sales forecasting, and operational strategy.
    
    

Education & Experience:

• Diploma or Degree in Hospitality Management, Business Administration, or related field.
  
  
• Minimum 5 years of experience in F&B operations, with at least 2 years in a multi-outlet supervisory or managerial role.
  
  
• Proven track record of managing both Front-of-House (FOH) and Back-of-House (BOH) operations.
  
  
• Experience in opening new outlets and leading cross-functional teams is an advantage.
  
  

Skills & Competencies:

• Strong leadership and team management skills with the ability to motivate and develop staff.
  
  
• In-depth knowledge of food safety regulations, HACCP standards, and operational SOPs.
• Solid understanding of P&L management, budgeting, cost control, and inventory systems.
  
  
• Excellent customer service and conflict resolution skills.
  
  
• Analytical and data-driven mindset with proficiency in interpreting sales and cost reports.
  
  
• High attention to detail in maintaining quality, cleanliness, and service standards.
  
  
• Strong communication and interpersonal skills, with fluency in English (additional languages a plus).