Head of Operations Little Italy Group

3 days ago

Pune, India Little Italy Full time

Position - Head of Operations

Deapartment - Food & Beverage Opeartions

Salary - 14 - 22 LPA


Key Responsibilities:


1. Operational Excellence

Outlet Audits:

Develop, update, and execute comprehensive audit mechanisms to ensure compliance with operational standards.

Perform regular and surprise audits across all outlets.

Ensure non-compliance issues are resolved within 30 days with documented action plans.

Best Operating Practices (BOPs):

Establish and regularly refine standard operating procedures (SOPs).

Communicate BOPs across teams to ensure consistent operations.

Monitor adherence and take corrective measures for violations.


2. Reporting and Analytics

Ensure timely compliance with reporting formats, including food cost, inventory management, and daily sales.

Analyze operational reports to identify trends, inefficiencies, or inconsistencies.

Conduct surprise checks to validate data accuracy and address discrepancies.


3. Cost Control

Benchmark and evaluate food, labor, and operational costs to identify areas of optimization.

Implement strategies to control and minimize costs while maintaining quality.

Conduct regular reviews of vendor pricing and supplier contracts.


4. Outlet Upkeep and Maintenance

Monitor maintenance issues to ensure timely resolution within predefined deadlines.

Implement preventive maintenance schedules for equipment and infrastructure to minimize downtime.


5. Events and Offsite Catering (ODCs)

Manage inquiries, planning, and execution for offsite catering and events.

Ensure events are conducted flawlessly with a focus on customer satisfaction and feedback.


6. Employee Hiring and Team Building

Oversee recruitment for all outlet staff, except managerial roles.

Define staffing requirements and ensure all outlets are adequately staffed with competent individuals.

Facilitate the selection of high-performing teams aligned with company values.


7. Training and Development

Design and implement an annual training calendar for all employees.

Initiate skill enhancement programs focusing on operational efficiency, customer service, and leadership development.

Conduct hands-on and e-learning sessions tailored to individual and team needs.


8. Performance Management

Conduct regular performance evaluations for outlet teams and individuals.

Identify performance gaps and create actionable improvement plans.

Make informed decisions on promotions, role changes, and increments.


9. Guest Experience Management

Map customer journeys to identify key touchpoints for improving guest satisfaction.

Collect, analyze, and act on customer feedback using structured mechanisms.

Handle escalated complaints to ensure timely and satisfactory resolutions.


10. Sourcing and Procurement

Develop and oversee procurement strategies to ensure cost-effectiveness and timely availability of quality materials.

Build strong vendor relationships and negotiate favorable contracts.


11. Franchise and Corporate Communication

Serve as the primary point of contact for franchisees, addressing compliance, performance, and operational queries.

Manage franchising inquiries and actively contribute to franchise network expansion.

Strengthen franchise relationships by offering consistent support and guidance.


12. Sales Enhancement

Develop and execute strategies to drive dine-in and delivery sales.

Lead initiatives to attract and retain corporate clients through tailored offerings and partnerships.

Generate and nurture leads for corporate catering and bulk orders.


13. Policy Implementation and Team Grooming

Ensure all employees adhere to company policies outlined in the employee handbook.

Enforce grooming and hygiene standards with a zero-tolerance policy for deviations.


Skills and Qualifications:

  • Proven experience in F&B or hospitality operations at a leadership level.
  • Strong financial acumen with expertise in cost control and profit optimization.
  • Excellent leadership and team management abilities.
  • Proficiency in training methodologies, performance evaluations, and succession planning.
  • Deep understanding of customer experience management and complaint resolution.
  • Effective communicator with strong negotiation and relationship-building skills.
  • Familiarity with inventory, procurement, and logistics management.
  • Strategic thinker with a hands-on approach to problem-solving.
  • Ability to drive sales and develop corporate partnerships.

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