Job Title: General Manager – Operations
Reports To: Management
About the Role
The General Manager – Operations will act as the owner's representative and will be accountable for the complete operations of the restaurant. The role owns sales targets, guest experience and retention, team performance, revenue management, marketing and corporate tie-ups, and the overall scaling of the property.
Key Responsibilities
1. Complete Restaurant Operations
- Oversee day-to-day front-of-house and back-of-house operations to ensure smooth, efficient, and compliant service.
- Ensure adherence to SOPs, service standards, hygiene, food safety, and legal compliance (FSSAI, GST, labour laws, etc.).
- Manage opening/closing procedures, cash handling, inventory control, and vendor coordination.
- Resolve operational issues, guest complaints, and escalations promptly and professionally.
2. Sales Targets & Revenue Management
- Own monthly, quarterly, and annual sales targets for food, beverage, and overall revenue.
- Implement revenue management strategies: pricing, day-part mix, table turnover, average check growth, and upselling.
- Monitor daily/weekly sales reports, identify gaps, and execute corrective actions.
- Drive alcohol sales through staff training, menu engineering, promotions, and bar programs.
3. Guest Experience & Retention
- Define and maintain service standards that deliver a consistent, memorable guest experience.
- Implement systems for guest feedback, complaint resolution, and recovery.
- Build and manage guest retention programs: loyalty, CRM, WhatsApp campaigns, special occasion outreach, and personalized service.
- Analyze guest data to improve repeat visits and lifetime value.
4. Employee Management & Training
- Lead, motivate, and manage all restaurant staff (FOH, BOH, support).
- Handle recruitment, onboarding, scheduling, performance management, and disciplinary actions in line with company policy.
- Conduct regular training on service, product knowledge, upselling, hygiene, and safety.
- Build a strong leadership pipeline (shift leads, supervisors, trainers).
5. Marketing Plans & Brand Building
- Develop and execute monthly/quarterly marketing plans aligned with sales goals.
- Coordinate with internal/external teams for social media, content, influencers, and local marketing.
- Plan and execute promotions, festivals, theme nights, and special events.
6. Corporate Tie-Ups & B2B Growth
- Identify and onboard corporate clients for meetings, lunches, dinners, and events.
- Build relationships with HR/admin heads, event planners, and institutions.
- Create corporate packages, billing processes, and service protocols for B2B clients.
7. Hosting, Collabs & Parties
- Act as the primary host for high-profile guests, VIPs, and regulars.
- Plan and execute collabs with brands, artists, DJs, influencers, and community partners.
- Manage private parties, celebrations, and off-site events to maximize revenue and visibility.
8. Food Quality & Menu Innovation
- Work closely with the Head Chef to maintain the highest standards in food production, consistency, and presentation.
- Participate in menu planning, costing, and innovation; introduce seasonal, regional, and signature dishes.
- Ensure menu aligns with guest preferences, profitability, and operational feasibility.
- Monitor food cost, waste, and kitchen efficiency; implement corrective measures.
9. Alcohol Sales & Bar Program
- Develop and execute strategies to boost alcohol sales: cocktail programs, pairings, happy hours, tastings, and staff incentives.
- Train FOH and bar staff on responsible service, upselling, and product knowledge.
- Monitor bar inventory, pilferage, and compliance with liquor laws.
10. Acting on Behalf of the Owner
- Represent the owner in all operational, guest, and vendor matters.
- Make decisions aligned with the owner's vision, brand standards, and financial goals.
- Protect the brand's reputation and long-term value in every action.
11. Performance Reporting & Communication
- Prepare and present daily, weekly, and monthly performance reports to management/owner.
- Track KPIs: sales, covers, average check, food cost, beverage cost, labour cost, guest satisfaction, retention, and staff performance.
- Highlight risks, opportunities, and action plans with clear timelines.
12. Scaling & Multi-Property Growth
- Document and standardize SOPs to enable replication across future properties.
- Identify opportunities for format expansion, new locations, or revenue streams.
- Support site selection, pre-opening, hiring, and training for new outlets.
- Build systems and teams that can scale without compromising quality.
Key Performance Indicators (KPIs)
- Achievement of monthly/quarterly sales and profit targets
- Growth in guest retention and repeat visits
- Improvement in average check and alcohol sales mix
- Food cost, beverage cost, and labour cost within budget
- Guest satisfaction scores and complaint resolution time
- Staff retention, training completion, and performance ratings
- Successful execution of marketing plans, collabs, and corporate tie-ups
- Timely and accurate performance reporting
Qualifications & Experience
- Bachelor's degree in Hospitality Management, Business Administration, or related field (preferred).
- 5–8+ years of experience in restaurant operations, with at least 2–3 years in a GM / AGM / Operations Manager role.
- Proven track record of achieving sales targets, improving guest experience, and leading teams.
- Strong knowledge of food & beverage operations, costing, inventory, and compliance.
- Experience in marketing, events, corporate sales, and brand collabs is highly desirable.
Skills & Competencies
- Leadership and people management
- Strong communication and interpersonal skills
- Analytical mindset with comfort in data, reports, and Excel/Sheets
- Problem-solving and decision-making under pressure
- Customer-centric and service-oriented approach
- Strategic thinking with an execution focus
- High integrity and ability to represent the owner's interests
Working Conditions
- Full-time role with flexible hours, including evenings, weekends, and holidays as per business needs.
- High-energy, fast-paced environment with frequent guest and team interaction.
- Occasional travel for vendor meetings, events, or multi-property responsibilities.
How to Apply
Interested candidates can share their CV and a brief note on their biggest operational achievement to: [Email/Contact]
Pay: From ₹45,000.00 per month
Work Location: In person
