Job Description – Head of Operations
Department: Operations
Industry: Hospitality / Restaurants
Position: Head of Operations
Experience Required: 7+ Years
Employment Type: Full-Time
Location: Mumbai
Reporting To: Senior Management / Management Team
About the Role
We are looking for an experienced and dynamic Head of Operations to oversee the day-to-day operations and overall performance of our restaurant outlets.
The ideal candidate must have 7+ years of experience exclusively within the hospitality/restaurant industry and should have a strong understanding of restaurant operations, guest experience, team management, cost control, revenue generation, service standards, and multi-outlet management.
The candidate will be responsible for ensuring operational excellence across all outlets while maintaining the company's standards for food quality, service, guest satisfaction, employee performance, and profitability.
Key Responsibilities1. Restaurant Operations
- Oversee the day-to-day operations of all restaurant outlets.
- Ensure smooth functioning of Front of House (FOH), Back of House (BOH), bar, service, and support operations.
- Establish and maintain operational SOPs and ensure strict compliance across all outlets.
- Conduct regular outlet visits and operational audits.
- Identify operational gaps and implement corrective measures.
- Ensure every outlet consistently maintains the company's service and hospitality standards.
- Monitor opening and closing procedures and ensure proper shift handovers.
2. Team Management & Leadership
- Lead and manage Restaurant Managers, Assistant Managers, Captains, Chefs, and other operational teams.
- Set clear performance expectations and monitor employee productivity.
- Work closely with HR on recruitment, manpower planning, training, performance management, disciplinary matters, and employee retention.
- Identify training requirements and ensure regular training programs are conducted.
- Develop a strong leadership pipeline within the operations team.
- Ensure proper staffing levels according to business requirements and outlet capacity.
- Monitor employee attendance, punctuality, grooming, discipline, and overall conduct.
3. Revenue & Business Performance
- Take ownership of the operational performance and profitability of the outlets.
- Monitor daily, weekly, and monthly sales performance against targets.
- Analyse revenue, covers, average guest spend, table turnover, and other operational metrics.
- Develop strategies to increase revenue, customer footfall, repeat business, and overall profitability.
- Work closely with the Marketing team on promotions, events, campaigns, and customer engagement initiatives.
- Identify new business opportunities and operational initiatives to improve outlet performance.
4. Cost Control & Inventory Management
- Monitor and control food cost, beverage cost, labour cost, and operational expenses.
- Work closely with Finance and Purchase teams to maintain appropriate cost levels.
- Ensure proper inventory management and stock controls across all outlets.
- Monitor wastage, pilferage, breakage, and variance reports.
- Ensure proper implementation of stock-taking and inventory procedures.
- Review outlet P&L and identify areas for cost optimization.
- Ensure purchasing is conducted as per approved specifications and company procedures.
5. Guest Experience
- Ensure exceptional guest experience across all restaurants.
- Monitor guest feedback, online reviews, complaints, and service issues.
- Personally oversee the resolution of critical guest complaints.
- Develop strategies to improve guest satisfaction and retention.
- Ensure service teams understand and consistently follow hospitality standards.
- Monitor VIP guests, special occasions, events, and high-profile reservations when required.
6. Quality, Hygiene & Compliance
- Ensure compliance with all food safety, hygiene, health, and restaurant operating standards.
- Coordinate with the kitchen and operations teams to maintain food quality and consistency.
- Ensure outlets comply with applicable statutory and licensing requirements.
- Conduct regular hygiene and operational audits.
- Ensure corrective actions are implemented within defined timelines.
- Maintain high standards of restaurant cleanliness, grooming, safety, and presentation.
7. SOP & Process Improvement
- Develop, implement, and regularly review operational SOPs.
- Identify inefficient processes and implement improvements.
- Standardize operational practices across multiple outlets.
- Introduce systems and processes that improve efficiency, service quality, and profitability.
- Ensure all managers and employees are properly trained on SOPs.
8. Reporting & Analysis
- Prepare and review daily, weekly, and monthly operational reports.
- Track outlet performance, sales, manpower, food cost, beverage cost, wastage, guest feedback, and other KPIs.
- Present operational performance and improvement plans to senior management.
- Analyse business trends and recommend corrective actions.
- Maintain accountability of outlet managers for their respective targets and performance.
Required Qualifications & Experience
- Minimum 7+ years of experience in the hospitality/restaurant industry.
- Hospitality industry experience is mandatory.
- Candidates from non-hospitality industries will not be preferred.
- Prior experience managing multiple restaurant outlets is strongly preferred.
- Experience in premium, fine-dining, casual dining, QSR, lifestyle restaurants, or large-format hospitality establishments will be an advantage.
- Proven experience in managing Restaurant Managers and large operational teams.
- Strong understanding of restaurant P&L, food cost, beverage cost, labour cost, inventory, and revenue management.
- Strong knowledge of restaurant SOPs and service standards.
- Excellent leadership, communication, negotiation, and problem-solving skills.
- Strong analytical and decision-making abilities.
- Ability to work in a fast-paced and highly demanding hospitality environment.
- Willingness to work flexible hours, including evenings, weekends, and public holidays.
Key Performance Indicators (KPIs)
- Outlet sales and revenue growth
- Restaurant profitability and P&L performance
- Food and beverage cost control
- Labour cost management
- Guest satisfaction and online ratings
- Customer retention and repeat business
- Operational efficiency
- Staff productivity and retention
- SOP and compliance adherence
- Reduction in wastage, pilferage, and operational losses
- Successful execution of events and special operations
- Overall performance of individual outlets
Ideal Candidate Profile
The ideal candidate will be a strong hospitality professional and hands-on operations leader with extensive restaurant experience. They should be commercially aware, guest-focused, and capable of managing multiple outlets while maintaining consistent operational standards.
The candidate must be comfortable taking ownership of people, processes, revenue, costs, guest experience, and overall restaurant performance, with the ability to identify problems quickly and implement practical solutions.
Only candidates with 7+ years of relevant hospitality/restaurant industry experience will be considered.
Pay: ₹70,000.00 - ₹100,000.00 per month
Benefits:
- Food provided
- Leave encashment
- Paid sick time
- Provident Fund
Work Location: In person
