Operations Manager

3 weeks ago

Dubai, United Arab Emirates Acers Hospitality Consultants Full time

Position: Operations Manager for QSR

**Job Description**:
As an Operations Manager for QSR chain, you will be responsible for overseeing and managing the daily operations of multiple restaurant locations. Your primary goal will be to ensure efficient and effective operations to provide excellent customer service, achieve financial targets, and maintain brand standards. You will work closely with the executive team, restaurant managers, and staff to drive operational excellence and maximize profitability.

**Responsibilities**:
**1* **Operational Management:*
- Develop and implement operational strategies and procedures to enhance efficiency, productivity, and customer satisfaction across all restaurant locations.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement appropriate action plans.
- Ensure compliance with company policies, procedures, and standards, including food safety and hygiene regulations.
- Conduct regular inspections and audits to maintain quality control and consistency.

**2* **Staff Management:*
- Recruit, train, and supervise restaurant managers and staff members.
- Provide ongoing coaching, feedback, and performance evaluations to ensure a high-performing team.
- Foster a positive work environment that promotes teamwork, morale, and employee development.
- Address employee concerns and resolve conflicts in a timely and professional manner.

**3* **Financial Management:*
- Develop and manage annual budgets for each restaurant location.
- Monitor and analyze financial reports to track sales, expenses, and profitability.
- Implement cost control measures to optimize operational efficiency and minimize waste.
- Identify opportunities for revenue growth and implement strategies to increase sales and customer traffic.

**4* **Customer Service and Brand Standards:*
- Ensure that all restaurants consistently deliver excellent customer service and maintain high-quality standards.
- Monitor customer feedback and take appropriate actions to address issues and improve guest satisfaction.
- Work closely with the marketing team to support promotional activities and maintain brand image.

**5* **Communication and Collaboration:*
- Maintain effective communication channels with restaurant managers, staff, and other stakeholders.
- Collaborate with cross-functional teams such as marketing, supply chain, and human resources to achieve company goals.
- Participate in meetings, training sessions, and conferences to stay updated on industry trends and best practices.

**Requirements**:

- Bachelor's degree in business administration, hospitality management, or a related field (or equivalent experience).
- Proven experience in restaurant operations management, preferably in the QSR industry.
- Strong knowledge of food safety regulations, quality standards, and operational best practices.
- Excellent leadership and people management skills.
- Exceptional problem-solving and decision-making abilities.
- Strong financial acumen and experience with budgeting and financial analysis.
- Outstanding communication and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple priorities.

As an Operations Manager for QSR, monitoring and analyzing key performance indicators (KPIs) is crucial for assessing the performance and success of your operations. Here are some KPIs to achieve for QSR:
**1.** **Sales and Revenue**:

- Total Sales: Measure the overall sales performance across all locations.
- Average Transaction Value: Monitor the average amount spent per customer.
- Sales Growth: Track the year-over-year growth in sales.
- Sales per Square Foot: Measure the sales generated per unit of space.

**2.** **Customer Service and Satisfaction**:

- Customer Satisfaction Score (CSAT): Gather customer feedback through surveys to assess satisfaction levels.
- Net Promoter Score (NPS): Determine customer loyalty and likelihood to recommend the restaurant.
- Online Reviews and Ratings: Monitor and respond to customer reviews on platforms like Yelp, Google, or social media.
- Service Speed: Measure the time it takes to serve customers and ensure it meets customer expectations

**3.** **Operational Efficiency**:

- Order Accuracy: Track the percentage of accurate orders to minimize errors and improve customer experience.
- Food and Beverage Costs: Monitor and control the costs of ingredients and supplies.
- Labor Cost Percentage: Evaluate the percentage of sales spent on labor to optimize staffing levels.
- Employee Turnover Rate: Measure the percentage of employees who leave the company to assess staff retention.

**4.** **Health and Safety**:

- Health Inspection Scores: Monitor scores from official health inspections to ensure compliance with regulations.
- Food Safety Incidents: Track incidents related to food safety, such as contamination or customer complaints.
- Occupational Safety and Health Administration (OSHA) Recordable Incidents: Mea

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