Head of Restaurant Operations

Job Description – Head of Operations ( Restaurant)

Designation: Head – Operations & Sales

Location : Pune ( Hadapsar)

Experience : 8 to 13 years

*Must have experience in Fine Dining or Hospitality sector
*

Department: Operations & Business Growth
Reports To: Director / Business Head

*Role Overview
*
The Head – Operations & Sales is responsible for driving both operational excellence and
revenue growth across all company-owned and franchise outlets. The role involves strategic
leadership in ensuring consistent guest experience, cost efficiency, and sales enhancement
through structured business planning, marketing initiatives, and team performance
management.

1. Business & Sales Strategy  Develop and execute the annual business plan with defined sales, profitability, and operational targets for each outlet.  Analyze sales trends, category mix, and revenue drivers to identify opportunities for growth in dine-in, delivery, and catering (ODC) channels.  Collaborate with Marketing and Regional Operations teams to drive sales campaigns, promotions, and guest retention programs.  Introduce local store marketing (LSM) activities to increase footfall, repeat guests, and overall sales per outlet.  Set monthly and quarterly sales KPIs for Regional Managers and track achievement through reviews.  Drive corporate sales, bulk orders, and institutional partnerships to diversify revenue sources.
2. Outlet Operations & Excellence  Define and periodically enhance audit mechanisms and SOPs to ensure consistent service, hygiene, and operational discipline.  Conduct surprise audits to validate adherence to standards and uncover sales-impacting gaps.  Ensure 100% resolution of non-compliances within 30 days of audit report generation.  Align operations with sales goals by improving table turnover, order accuracy, and guest satisfaction metrics.
3. Cost & Profitability Management  Monitor Food Cost, Operational Cost, and Labor Cost across outlets; ensure all costs remain within budgeted benchmarks.  Drive menu engineering and product mix optimization to improve gross margins.

 Implement waste reduction, procurement efficiency, and manpower optimization
strategies to enhance profitability.
 Prepare P&L performance reports and drive corrective actions for underperforming
outlets.

1. Dine-In, Delivery & ODC Revenue Growth  Develop and implement strategies to increase dine-in and home delivery sales across all outlets.  Partner with aggregators (Swiggy, Zomato, etc.) to drive visibility, ratings, and conversions.  Manage ODC and party business from inquiry to execution — ensuring maximum conversion rate and 100% positive customer feedback.  Introduce upselling and cross-selling initiatives across outlets through staff training and incentive programs.  Track daily sales reports and provide insights to boost outlet performance.
2. Franchisee & Business Expansion  Act as the primary liaison between corporate and franchise partners.  Share key insights on sales performance, guest feedback, and operational gaps regularly.  Support franchisees in achieving revenue targets through training, marketing, and operational interventions.  Identify and evaluate new franchise and outlet opportunities, including site assessments and ROI projections.
3. People Management & Sales Capability Building  Define hiring parameters and oversee recruitment of all outlet-level staff (except Restaurant Managers).  Train outlet teams and Regional Managers on sales behavior, guest engagement, and upselling skills.  Conduct periodic performance appraisals and link KPIs to sales and service outcomes.  Build a sales-focused culture within operations through recognition, communication, and leadership engagement.
4. Guest Experience & Retention  Map guest journeys and identify moments that influence satisfaction, loyalty, and spending.  Drive structured feedback collection, analysis, and resolution across dine-in and delivery platforms.  Ensure closure of negative feedback within 48 hours, including online reviews and aggregator ratings.  Implement loyalty and referral programs to enhance repeat business.
5. Reporting & Data-Driven Decision Making

 Ensure 100% compliance with reporting formats (Food Cost, CGS, MPRs, Inventory,
Sales Mix, etc.).
 Analyze sales performance by outlet, product, and segment; present monthly insights to
management.
 Use data to drive promotions, pricing, and resource allocation decisions for maximum
ROI.

1. Marketing Coordination  Work closely with the Marketing team to execute campaigns, offers, and seasonal promotions aligned with sales goals.  Monitor the impact of marketing activities on sales, guest traffic, and brand engagement.  Drive digital reputation management through social media responsiveness and guest satisfaction initiatives.
2. Compliance, Policies & Brand Standards  Ensure full compliance with all statutory, brand, and operational policies (FSSAI, PF, ESIC, fire safety, etc.).  Maintain consistent brand presentation, grooming, and service standards across all outlets.  Enforce a zero-tolerance policy toward non-compliance or misconduct. Key Performance Indicators (KPIs): Category Key Metrics Sales Growth % Increase in Dine-In, Delivery, and ODC

Revenue

Profitability Outlet-wise Net Margin & Cost Control

within Benchmark

Guest Experience 90%+ Positive Feedback & >4.2 Rating on

Aggregators

Audit Compliance 100% Resolution within 30 Days
Team Productivity Sales/Employee Ratio Improvement
Franchisee Support Timely Reporting & Satisfaction Index
Training & Execution 100% Adherence to Training Calendar
Core Competencies:
• Strong business acumen with focus on P&L ownership and revenue growth
• Deep understanding of restaurant operations, sales levers, and customer behavior

• Hands-on leadership with data-driven decision-making approach
• Ability to balance strategic planning with operational execution