General Manager – Hospitality Operations

Job Title: General Manager – Hospitality Operations

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Job Summary

General Manager – Hospitality Operations

Key Responsibilities

1. 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 sales

3. 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

·      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 skills

Performance 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