General Manager – Hospitality Operations

Job Title: General Manager – Hospitality OperationsDepartment: HospitalityReports To: Head of HospitalityLocation: BengaluruJob SummaryThe General Manager – Hospitality Operations is responsible for overseeing the entire operational performance of the hospitality/beer garden division— ensuring consistency, profitability, and excellence across all outlets. This role requires strong leadership in operational strategy, people management, brand consistency, and guest satisfaction. The incumbent will drive efficiency, standardization, and growth across all restaurant locations.Key Responsibilities1. Strategic & Operational Leadership· Develop and execute the overall operations strategy for the restaurant chain.· Ensure each outlet meets defined business, quality, and service standards.· Align operational plans with company goals, expansion strategy, and brand positioning.· Monitor and analyze market trends to identify growth opportunities and operational improvements.2. Operations Management· Oversee daily operations across all restaurants, ensuring seamless execution of SOPs.· Maintain high standards of food and beverage quality, service, hygiene, and safety.· Conduct regular audits and reviews of outlet performance, guest experience, and compliance.· Ensure consistency in menu execution, service delivery, and customer experience across outlets.· Conceptualize, execute and grow alternate lines of businesses- food delivery, packaged food brands through the existing infrastructure, corporate sales3. Financial Performance· Drive financial performance across all outlets — focusing on revenue growth, cost control, and profitability.· Prepare and manage budgets, monitor P&L statements, and identify areas for cost optimization.· Set and track KPIs such as average check value, table turnover, food cost %, labor cost %, and outlet EBITDA.· Implement effective inventory and procurement management systems.4. Team Leadership & Development· Lead and mentor Outlet Managers.· Develop succession plans, training modules, and performance review frameworks.· Foster a results-driven culture focused on accountability, teamwork, and continuous improvement.· Work closely with HR to recruit and retain top operational talent.5. Guest Experience & Brand Standards· Ensure a consistently superior guest experience across all restaurants.· Oversee guest feedback systems and implement corrective actions as needed.· Champion brand values and service philosophy in all aspects of operations.· Collaborate with Marketing to roll out customer engagement programs and loyalty initiatives.6. Compliance & Quality Assurance· Enforce compliance with FSSAI, local municipal, police, excise and labor regulations.· Ensure health, safety, and sanitation standards are met in all outlets.· Oversee vendor audits and quality checks for key supplies.7. Technology & Process Improvement· Leverage technology for operations management — POS systems, analytics dashboards etc· Identify and implement process improvements to enhance operational efficiency.· Utilize data analytics to optimize performance, reduce waste, and improve customer insights.Qualifications & Experience· Bachelor’s or Master’s degree in Hospitality Management, Business Administration, or related field.· 6-10 years of experience in restaurant operations management, with at least 2 years in a senior leadership role (multi-unit management preferred).· Proven track record of improving profitability and operational· Strong financial, analytical, and leadership skills.· Deep understanding of food service operations, supply chain, and customer engagement.Key Competencies· Strategic thinking and execution· P&L ownership and cost control· Leadership and people development· Operational excellence and process discipline· Guest satisfaction and brand management· Problem-solving and decision-making· Strong communication and interpersonal skillsPerformance Metrics (KPIs)· Outlet profitability and EBITDA margins· Guest satisfaction (NPS, online ratings, repeat visit ratio)· Cost control (food cost %, labor cost %, wastage)· Revenue growth (same-store sales, average check value)· Operational compliance and audit scores· Employee turnover and engagement