Operations Manager - Food and Beverage

Job description / Role

Job Purpose:
- To ensure that all operational systems and procedures for the effective and efficient operation of the outlets are in place and consistently applied throughout all areas
- To oversee and direct the seamless running of the day-to-day operation.
- To support the delivery of outstanding customer service whilst ensuring that all financial and statutory requirements are met.
- To ensure that the brand and concept are reflected in all aspects of the outlets, front of house and back of house.
- To implement delivery of the business strategy in conjunction in close cooperation with the managing director.

Objectives & Goals

HUMAN RESOURCES, TRAINING & STAFF DEVELOPMENT
- Is actively involved in the selection and recruitment of personnel
- Develops staff in all areas of managerial and professional aspects
- Fosters a learning culture and ensures that all team members feel valued and rewarded
- Monitors staff payroll and related costs
- Ensures that starters receive an appropriate and updated induction
- Oversees and provides guidance on disciplinary and grievance issues
- Monitors the grooming and personal hygiene of the team
- Monitors and reviews staff rotas and ensures that scheduled manning is in accordance with operational requirements whilst maintaining maximum productivity
- Ensures that an effective and up-to-date training plan is in place and is followed diligently
- Establishes performance guidelines, responsibilities and goals for his direct reports and conducts regular appraisals
- Develops, maintains, implements and maintains Operation Manuals and Training Manuals
- Executes the tasks of an Operations Manager according to lawful and ethical standards

STRATEGY, INTERNAL PROCESSES & PROCEDURES
- In cooperation with the Managing Director’s plans, develops and implements strategy for operational management and development so as to meet agreed organisational performance plans within agreed budgets and timescales.
- Establishes and maintains appropriate systems for necessary aspects of operational management and development.
- Monitors, measures and reports on operational issues, opportunities and development plans and achievements within agreed formats and timescales.
- Drives the evaluation and development of operational strategy and performance with the team.
- Maintains awareness and knowledge of contemporary operational methods and ideas and provides suitable interpretations to directors and staff within the organisation.
- Ensures activities meet with and integrate with organisational requirements for quality management, health and safety, legal stipulations, environmental policies and general duty of care.
- Ensures that all shop equipment is maintained to operating specifications and reviews maintenance lists regularly and where necessary

COMMUNICATION & FINANCIAL PERSPECTIVE
- Manages and controls departmental expenditure within agreed budgets.
- To communicate on a regular basis with the managing director to review the business performance. Subjects to be covered:
- Sales and financial targets, Actual and forecast
- Marketing and PR initiatives
- Annual detailed competitors’ survey of at least 6 direct competitors- providing an accurate like for like comparison
- HR and staffing issues- manning guide (leavers and starters, promotions)
- Stocks and GP results
- Maintenance
- Projects
- To Review and analyse monthly food costs and wastage, highlight problem areas and take appropriate action to rectify poor performance
- To provide clear instructions to all staff
- To ensure that all staff are well briefed on the daily responsibilities and are given constant supervision and motivation on all aspects of their work
- To ensure that all staff is aware of all menu changes, event menus and changes to standards prior to the commencement of service
- To ensure that the daily briefings take place, in conjunction with the Head Chef
- To develop an open culture of communication, both formal and informal
- Effectively interacts with third-party service providers (cleaning services, security provider etc.) to ensure that operating guidelines are met at all times and/or reviewed when and where necessary

CUSTOMER PERSPECTIVE
- Effectively oversees and directs the operation in a smooth and professional manner
- Maintain and develop organisational culture, values and reputation in the marketplace with all staff, customers, suppliers, partners and regulatory/official bodies.
- Demonstrates a high standard of personal appearance and ensures good personal hygiene throughout the team
- Positively deals with and learns from all customer complaints and comments
- Actively seeks feedback from customers on a regular basis
- Management Standards

Departmental Responsibilities
- To ensure maintenance of agreed levels of operating performance at all times
- To communicate and delegate activities to the team
- To ensure up-selling opportunities are maximized
- To prepare department budgets or re-forecast, as requested by the Owners
- To ensure that all in house control systems / audit requirements are adhered to at all times

Making it Happen
- Stimulate change, challenge assumption and ways of working to move the business forward
- Develop a positive and direct relationship with all colleagues
- Within the department, support a culture of pride, ownership and desire to exceed expectation
- To foster a culture of flexibility. Responding quickly and positively to changing requirements whether within the department or outside in order to meet business demands and guest service needs
- To understand what is happening in other restaurants in the company, competitor outlets and the external environment, and the implications for your own department.
- To plan ahead to ensure adequate resources are available
- To be aware of potential highs and lows in the business and customer trends, and plan accordingly

- In addition to having a Bachelor degree in Business, the ideal candidate should have:
- A minimum of 5 years of experience in a similar role.
- Hands-on management experience (certification preferable).
- Experience dealing with customers face to face/direct customer service experience.
- Experience of managing staff at multiple sites.
- Proven strong performance track record and the ability to work in a dynamic high performance team
- Communication skills – ability to articulate clearly thoroughly in writing and in speech.
- Result oriented, good managerial, organizational and negotiation skills
- Working knowledge of POS and accounting tools such as Tally, Squirrel etc
- Working knowledge of Microsoft Office – word, excel and power point.
- Fluent in English

Personal Competencies
- To maintain a high customer awareness by approaching your job with the customers always in mind.
- To be financially aware of costs involved in the operations and are responsible to control costs. In particular, thorough menu planning experience and food cost analysis is essential
- To be motivated and committed to your personal development, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance
- To be adaptable, responding quickly and positively to changing requirements, which may mean getting involved in procedures that are not normally part of your day-to-day responsibilities.
- To maintain high level of teamwork by showing co-operation and support to colleagues in the pursuit of department and restaurant goals. To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues
- To ensure that the quantity of work is sufficiently productive under the normal business levels.

About the Company

Incepted in the late 70's, Ghobash Group has become one of the resilient business conglomerates in UAE. The privately-owned group has expanded to geographies across the Middle East, Asia, Africa and Europe through its diversified business arms.

Focused on growth through value-creation, Ghobash Group has advanced with successful milestones over the years in its business industries: Technology, Chemicals, Engineering, Oil & Gas, Water, Energy, Pharmaceutical, Retail, Trading and Real Estate.

CNS, GCG Office Imaging, Tawazon Chemical, E&I Emirates, GCG Engineering Services, Arabian Ethicals, Ataya Fashion, Prime Hospitality, and Makeen Properties. The Group has also formed Joint Ventures over the years such as Sahara Center sustaining its momentum of successful milestones throughout the years.

Sustainability, innovation, diversification, and ownership are amongst the key values the Group has been practicing for decades. Working with partners, who share the same values, the Group has added value throughout the years through profitable investment opportunities in both the private and public sectors.

In depth experience, combined with a granular knowledge of the regional economy, enables Ghobash Group to identify, and provide access to the best business opportunities across the region.

Committed to diversified growth, Ghobash Group is headquartered in the United Arab Emirates and services through its offices and factories in Saudi Arabia, Oman, India, Iraq, and Africa.

The Group values its people as family and its customers as long term partners. Embracing excellence yet keeping it personal is a key strength of the Group which is a characteristic that has not faded since its inception.

Driving success through its people and partners, with its diverse business arm, Ghobash group aims to continue to grow adding value with every opportunity, every transaction, every employee life, every partner business, every community across varied geographies.

Together we make a difference.