Restaurant Operations Head_Rz

Job Description – Head: Operations & Sales

Designation: Head – Operations & Sales

Department: Operations & Business Growth

Reports To: Director / Business Head

Location : Pune ( Hadapsar)

Experience : 8 to 13 years

Role Overview

Must have experience in Fine Dining or Hospitality sector

The Head – Restaurant 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: restaurant management,restaurant,hotel,operations,hotel management,hotel operations,hospitality management,restaurant operations,hospitality