Head Operations - Restaurant Chain

Role & responsibilities:

Multistore operations

Oversee daily operations of all restaurants in the chain; review P&Ls, sales, and KPIs for each outlet.

Standardize FOH/BOH processes, checklists, openin gclosing routines, and ensure every unit follows brand SOPs.

People & staffing

Recruit, train, and mentor restaurant managers, chefs, and supervisors; run performance reviews and succession plans.

Create and approve manpower plans and schedules across outlets to balance labor cost vs. peakhour service.

Establishment of SOPs:

- Develop and implement Standard Operating Procedures (SOPs) for various operational aspects, including food preparation, service standards, cleanliness, and customer interactions.

- Collaborate with cross-functional teams to streamline processes and enhance operational efficiency.

- Conduct regular audits to ensure adherence to SOPs and identify areas for improvement.

Quality Assurance:

- Uphold the brand''s reputation for quality and consistency by monitoring food quality, presentation, and overall guest experience.

- Address any customer complaints or concerns in a timely and professional manner, striving to exceed guest expectations.

Customer experience & brand standards

Conduct regular store visits and audits (service, food quality, hygiene, ambience); close gaps with action plans.

Handle escalated guest complaints and maintain NPS/ratings targets on Swiggy, Zomato, Google, etc.

Food safety, hygiene & compliance

Ensure all outlets comply with FSSAI, fire safety, and local regulations; maintain documentation and licenses.

Implement and monitor cleaning, sanitation, and kitchen safety protocols (HACCP-style checklists).

Supply chain & inventory

Coordinate central purchasing; negotiate with vendors; ensure consistent availability of SKUs across branches.

Track food cost, wastage, and variance; implement recipe controls, portioning, and inventory systems.

Financials & growth

Own outletlevel P&Ls: revenue, COGS, labor, overheads; identify levers to improve contribution margins.

Plan and execute new store openings, capacity expansion, and menu/margin optimization projects.

- Collaborate with the finance department to develop and manage operational budgets for each restaurant location.

ommunication and Coordination:

- Serve as the primary point of contact for communication between corporate headquarters and restaurant managers.

- Keep senior management informed of operational performance, challenges, and opportunities for improvement.

- Facilitate collaboration and knowledge-sharing among restaurant managers to drive collective success.

Qualifications:

- Bachelor''s degree in Hospitality Management, Business Administration, or a related field. Master''s degree preferred.

- Minimum years of progressive experience in restaurant operations management, with a proven track record of success.

- Strong leadership and decision-making skills, with the ability to inspire and motivate teams.

- Excellent communication and interpersonal skills, with the ability to build relationships at all levels of the organization.

- Solid understanding of restaurant financials and business metrics.

- Experience in developing and implementing SOPs and driving process improvements.

- Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.

- Flexibility to work evenings, weekends, and holidays as needed.