Operations Head

Job Description:

1) Outlet Audits  

a) Determining, reviewing and frequently upgrading the structure and mechanism of Outlet Audits

b) Defining the audit parameters and timelines for the Regional Managers and validating the audit findings

c) Undertaking Surprise Comprehensive Audits (by self) at each Outlet as per pre-determined timelines

d) Driving and ensuring 100% resolution of Non-Compliances reported during Audits within 30 days of report generation

2) BOPs - Servie, Kitchen, Cash Point, Store, Home Deliveries and ODCs ;

a) Defining, reviewing and frequently upgrading the Outlet BOPs with relevant detailing

b) Undertaking concrete steps to ensure effective communication of BOPs to employees at regular intervals (during Inductin and through regular training sessions)

c) Driving and ensuring maximum adherence to BOPs by all employees and across all outlets, initiating necessary corrective action or penalization in the event of non-compliance Framing, reviewing and frequently upgrading BOPs for Home Deliveries, ODCs and other such alternate revenue models that may emerge from time to time

3) Reprting by Outlets -

a) Food Cost, Operational Cost, CGS, Asset and Linen Inventory, Food Testing, Daily Home Delivery Report, MPR, Incident Reports (Wherever Necessary) ;

b) Driving and ensuring 100% compliance to the reporting formats and timelines by all Outlets, initiating necessary corrective action or penalization in the event of non-compliance

c) Assessing the authenticity and accuracy of the reports, initiating surprise checks to ensure adherence to genuine reporting practices by outlets

d) Undertaking detailed analysis and evaluation of the reports, highlighting inconsistencies and determining a timeline bound correvtive action plan

4) Cost Control ;

a) Monitoring the Food Cost across all Outlets, periodically setting benchmarks and ensuring adherence to the same

b) Undertaking detailed evaluation and outlet wise comparison of the various components of Food Cost, undertaking necessary corrective action for Food Cost Control and Minimization

c) Monitoring and tracking the Operational Cost across all Outlets, reviewing it's various constituents and driving a timeline bound action plan for cost minimization

d) Framing and implementing strategies for efficient utilization and deployment of human as well as operational resources from time to time

5) Outlet Upkeep and Maintenance ;

a) Developing, maintaining and reviewing an outlet-wise Maintenance Tracker

b) Ensuring 100% resolution of all Outlet maintenance based issues within 30 days from the date of reporting

6) ODCs and Parties ;

a) Managing and driving the process of Inbound Inquiries for ODCs and Parties at the Outlet level as well as the Corporate Office

b) Driving and reviewing the execution of ODCs and Parties as per Conversions to Outbound Inquiries and Leads generated by the Sales Team Ensuring 100% Positive Feedback from Customers for ODCs and Parties,

c) initiating proactive corrective as well as penalization mechanisms in case of any Negative Feedback 

7) Employee Hiring and Selection ;

a) Defining the screening and selection process as well as parameters for Hiring of all Restaurant Staff, except Restaurant Managers Determining Par Level Staff across Outlets and undertaking any decision making with regard to hierarchical changes at the Outlet leval

8 Performance Evaluation and Appraisal ;

a) Undrtaking periodic performance evaluation and review of all Outlet staff, including Restaurant Managers,

b) determining and executing action plans to address any performance gaps 

c) Initiating decision making with regard to increment, role enhancement/revision of all Outlet Staff, including Restaurant managers

d) Defining any revision or upgrades pertaining to base level staff salaries across outlets

9) Training ;

a) Designing an Annual Training Calendar -

b) Centralized as well as Outlet Specific, ensuring 100% execution at the outlet level with authentication Initiating frequent training programs pertaining to Guest Experience Enhancement, New Concepts, Menu, Crockery, Presentation Standards, etc. with appropriate evaluation mechanisms

10) Guest Experience Management ;

a) Consumer Journey Mapping, Analyzing critical guest interaction touch points and implementing strategies for enhanced experience

b) Driving and ensuring collection of maximum reservations data across outlets

c) Driving and ensuring collection of maximum guest feedback across outlets Designing and executing a proactive resolution mechanism in case of any negative Feedback (including feedback received via social media), ensuring closure within 48 hours Driving and reviewing a centralized feedback generation mechanism via tele calling and messaging

11) Sourcing and Procurement ;

a) Evaluating, finalizing and reviewing alternatives for centralized as well as decentralized procurement of ingredients, raw materials, inventory, beverages, etc.

b) Implementing strategies to ensure maximum cost effectiveness and time efficiency in the sourcing process

12) Franchisee Communication ;

a) Bridging the communication gap between the franchisee and the outlet with regard to issues pertaining to the staff as well as their compliance to reporting mechanisms and BOPs Appraising the franchisee on critical data points concerning the outlet such as Operational Cost, Food Cost, Guest Feedback and Grievances, Training Gaps, etc.

b) Handling any inbound enquiries for franchising, developing and executing strategies for enquiry generation from existing HNI guests as well as referrals from existing franchisees

13) Dine-In Sales Enhancement and Inbound Enquiry Generation ;

a) Designing and executing strategies and experience enhancement measures for rise in Dine-In and Home Delivery Sales revenue

b) Handling Inbound Enquiries for Corporate Lunch Boxes, ODCs, Parties, etc. as well as developing strategies for enquiry generation from existing guests

14) Employee Policies and Grooming Standards ;

a) Ensuring accurate understanding of the Outlet Employee Handbook among all Restaurant employees with periodic evaluation Framing and executing

b) Grooming Parameters for the Restaurant staff and enforcing a Zero Tolerance approach towarda any non-compliance