Head Of Department Operations

2 weeks ago

Surat, India Kitlee Hospitality LLP (Kitlee Chai pe Hi) Full time

Key Responsibilities:

Outlet Operations Management

  • Lead and manage daily operations of all tea outlets to ensure consistency, efficiency, and high service standards.
  • Develop and enforce SOPs (Standard Operating Procedures) for outlet management, hygiene, safety, and service.
  • Monitor outlet performance against KPIs, including sales, cost control, customer satisfaction, and employee productivity.
  • Implement systems to track inventory, reduce waste, and prevent pilferage.

Sales & Business Growth

  • Drive same-store growth and identify opportunities for new outlet expansion.
  • Collaborate with marketing for local and national campaigns to increase footfall and sales.
  • Analyze sales data and market trends to optimize product offerings and pricing strategies.

Team Management & Training

  • Hire, train, and lead regional and outlet-level staff, including Area Managers, Store Managers, and crew members.
  • Build a performance-driven culture with clear KPIs, feedback mechanisms, and reward systems.
  • Ensure ongoing training programs are in place to improve product knowledge, customer service, and operational excellence.

Supply Chain & Vendor Coordination

  • Coordinate with procurement and logistics to ensure timely and efficient supply of tea, ingredients, and other essentials.
  • Ensure vendor quality and compliance across all outlets.

Customer Experience

  • Set high standards for service quality and ensure all outlets deliver a consistent, positive customer experience.
  • Handle escalations and customer feedback to drive continuous improvement.

Compliance & Audits

  • Ensure compliance with FSSAI, labor laws, and other statutory regulations.
  • Conduct regular audits (operational, hygiene, and financial) across outlets.

Requirements:

  • Bachelor's degree in Business, Hospitality, or related field. MBA preferred.
  • 812 years of experience in FMCG, QSR, or retail operations, with at least 3–5 years in a leadership role.
  • Strong leadership, analytical, and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Willingness to travel frequently to manage multi-location outlets.

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