The posting
The ideal candidate will be responsible for ensuring the strategic, business objectives and values of the organization are put into practice. In conjunction with other team members, you will ensure business growth through planning, directing, and managing business operations activities to ensure they are delivered and performed in accordance with strategic objectives. The Head of Operations is responsible for ensuring organizational effectiveness by providing leadership for the organization's operation team, including the Front-of-House, Bar, and Back-of-House.
Responsibilities
- Create the strategic framework for well-planned growth and maximised EBITDA from the existing business while remaining mindful of enhancing the medium-term value of the company
- Make recommendations for operations excellence in accordance with brand business strategy
- Establish challenging, realistic, and obtainable goals to guide the operations team and achieve performance
- Work with the Managing Director on the annual budgeting and planning process for the organization
- Manage the budget by monitoring the actual financial performance and projected sales to ensure revenue goals are met or exceeded and opportunities are identified and addressed
- Work with the operations leadership team to determine areas of concern and develop strategies to improve the financial performance
- Focus on maintaining profit margins without compromising guest or employee satisfaction
- Be a hands-on leader who builds and can galvanize the team and/or organization to support the business objectives
- Manage in a consultative and precise manner (e.g. good communications, setting objectives, performance coaching) that emphasizes service, food quality, cost optimization, innovation, and enthusiasm
- Identify opportunities to increase profits and create value by challenging existing processes, encouraging innovation, and driving necessary change
- Ensure that regular, ongoing communication occurs in all areas of the operations (e.g. pre-shift briefings, employee meetings, etc.)
- Establish and maintains open, collaborative relationships with direct reports and the entire operations team
- Identify the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills
- Provide service that is above and beyond for guest satisfaction and retention
- Improve service experience, food and beverage quality by communicating and assisting individuals in understanding guest needs, providing guidance, feedback, and individual coaching when needed
- Review findings from comment cards, guest satisfaction for results, and other data to identify areas of improvement and develop plans to take corrective action
- Consistent employee engagement to solicit feedback and to make proposals/recommendations to improve productivity and efficiency
- Coach and support the operations leadership team to effectively manage wages and controllable expenses
- Set goals and expectations for direct reports using the performance review process and holds the team accountable for successful performance
- Ensure that expectations and objectives are communicated to subordinates in a precise manner; subordinates are also open to raising questions and/or comments
- Ensure employees are treated fairly and consistently and bring to the attention of HR should there be any issues pertaining to people management
Qualifications / Requirements
- Bachelor's degree in business administration or related field
- At least 2 years' senior leadership role in the appropriate field
- Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management
- Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting and growing business demands
- Experience with budget and business plan development
- Proven ability to develop innovative solutions for increased productivity
- Masterful organisational, communication, and leadership skills, demonstrated by previous professional success
- Strong working knowledge of data analysis and performance metrics using business management software (e.g. ERP, CRM)
