Head of Operations ( Restaurant)_Rz

Job Description – Head: Operations \& Sales Designation: Head – Operations \& Sales Department: Operations \& Business Growth Reports To: Director / Business Head Job Location : Pune \- **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. * 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. * 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. * 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. * 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. * 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. * 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. * 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. * 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. * 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. * 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. Skills: hotel management,food \& beverage,hotel operations,restaurant management,operations,f\&b operations,hospitality management,cluster manager,restaurant operations,f\&b management