Senior Operations Manager

Job Description

The Deputy Business Head - Banqueting & Catering plays a pivotal role as a strategic partner and second-in-command to the Business Head. They support the division's mission to achieve revenue, margin, and operational excellence targets. This role ensures all business processes, team structures, and service delivery consistently uphold brand standards and regulatory guidelines.

Key Responsibilities include:

• Revenue and Fiscal Management:
  • Support the Business Head in preparing and executing the Annual Business Plan, monthly revenue forecasting, and expense control.
  • Lead P&L reviews for specific channels or projects, providing analysis on cost drivers, budget adherence, and profitability.
  • Assist in achieving revenue targets across all segments, including social, weddings, MICE, and strategic hotel partnerships.
  • Implement and monitor event-level cost controls, proactively addressing financial variances.
  • Oversee receivables tracking, coordinate with finance teams for timely collections, minimize revenue leakage, and ensure reporting accuracy.
  • Contribute to Opex and Capex planning by gathering operational input and aligning infrastructure requirements for seamless event execution.
• Operational Excellence:
  • Oversee day-to-day operations and production teams to ensure events are executed to the highest Foodlink standards, with an emphasis on consistency and guest experience.
  • Manage event planning logistics, from menu creation to vendor management and onsite coordination.
  • Lead process improvement initiatives in supply chain, equipment management, and event delivery.
  • Benchmark operational performance against industry trends and recommend innovations to keep services competitive and cutting-edge.
• Customer Service:
  • Ensure guest needs are anticipated and met, delivering personalized service that aligns with brand promise and cost guidelines.
  • Handle escalation of guest inquiries or issues, ensuring resolution meets or exceeds expectations.
  • Maintain and utilize guest feedback and event history databases to identify trends and shape service enhancements.
  • Institutionalize post-event debriefs and formal feedback collection for continuous improvement.
• People & Culture:
  • Partner with department heads on performance management, talent development, and team motivation programs.
  • Participate in recruitment and onboarding of key associates, fostering a culture of excellence and service.
  • Lead by example in setting standards for appearance, hygiene, and professionalism throughout the operation.
  • Champion staff training initiatives and recognize high performers, while addressing performance gaps through constructive feedback.
  • Encourage innovative thinking and contribution at every level of the operation.

Authority Levels:

• Operates with delegated authority over daily banqueting and catering operations, acting as Business Head's proxy when required.
• Participates in decision making for operational, financial, and people matters within organizational policies and brand standards.
• Coordinates with support functions (Finance, Procurement, HR) as per established delegation frameworks.

Candidate Profile:

• Several years of progressive responsibility within large-scale banqueting/catering operations, including experience in P&L, sales, and team leadership.
• Proven success in driving operational excellence, revenue growth, and customer satisfaction.
• Strong analytical and problem-solving skills, with the ability to interpret business data and implement solutions.
• Excellent communicator, collaborative leader, and champion for brand values and service quality.
• In-depth knowledge of industry regulations, market trends, and luxury F&B standards.