Director of Operations

The Company

Our client is a market leader in Singapore and is fast expanding with multiple award winning concepts and brands located in several locations.

The Role

The Director of Operations is a visible, energetic, and ethical influential leader who develops, maintains and promotes a management philosophy that culminates in guest satisfaction and employee engagement, while consistently achieving annual and long term financial and strategic plans and will oversee 2 Restaurants.

• Work under the direction of owner and restaurant shareholder
• Accountable for the restaurant’s business performance, sets the overall goals in alignment with the strategic direction
• Overall responsible for the management of all operations of the restaurant
• Deep understanding and familiarity with the industry and business developmental needs
• Ensuring the establishment maintains its high level of service and food standards

Key Responsibilities

• Fully accountable for assigned business unit overall financial performance
• Ensuring agreed Key Performance Indicators (KPIs) are met, including business and manpower budgeting, planning, cost of goods sold, stock variance, wastage, staff turnover, sales per man hour, and relevant costs (food and beverage, operations supplies, labour, etc.)
• Be responsible for the high standard of service, food and beverage of the restaurant
• Ensure all food and beverage products are prepared and served to the quality standard
• Able to identify opportunities to increase sales and profitability for the business
• Be responsible for the management of contracts, together with respective in charge, on Japanese and local suppliers, including analysis, volume tracking, price changes, FOC stock, and invoicing
• To work closely with procurement department to negotiate new contracts and contract renewals

Leadership and Training

• Build and maintain an efficient operations team by recruiting, guiding and motivating them in the day-to-day operations
• Ensure good communications at all levels are maintained through the appropriate means
• Lead and schedule monthly outlet management meeting
• Ensure that effective daily briefings take place in conjunction with the Chef
• Lead and guide managers on team development and yearly appraisal
• Develop an open culture of communication, both formal and informal
• Be responsible and work with respective in charge and training department for the continual training and educating of all operations team (including product knowledge)
• Maintain and improve the standard of food and beverage service. This includes development of SOPs for both FOH and BOH operations, daily inventory, requisition and receiving.

Customer Satisfaction and Reputation Building

• Ensure highest standards of guest service and satisfaction is the top priority
• To ensure all customer requests and queries are responded to promptly and effectively
• Actively seek feedback from customers on a regular basis
• Review customer feedback on all owned channels (internal, Google, TripAdvisor, social media) and follow up with action plan or service recovery if needed

Other Duties

• Be aware of new food and beverage products, trends, equipment, utensils, and other related information to ensure that we are at the forefront of innovation in our industry
• Ensure operations equipment, display and utensils are always maintained in a thoroughly clean and fully operational manner
• Ensure operations are properly staffed and that their appearance and discipline are controlled and always maintained
• Recommend changes in methods, processes, equipment, SOPs or staff to improve service and productivity
• Observe and enforce all Company regulations as stipulated in the Employee Handbook, as well as all established control procedures, in particular stock and cash
• Observe and enforce all statutory regulations regarding health, safety, fire, hygiene, licensing, and security, and be familiar with all fire and emergency evacuation procedures.
• Conduct quarterly/half yearly Venue Quality/ Hygiene Audit, prepare reports and follow up on action plan
• To be responsible for any other task or responsibilities as assigned by the management

The Person

• A degree or diploma in tourism or hospitality is preferred
• Must have a good understanding fine dining / formal dining
• Minimum 3 to 5 years of senior leadership experience in a full-service formal dining restaurant
• Strong wine, sake and spirits knowledge
• Strong financial acumen with P&L experience
• Strong analytical and problem-solving skills with attention to detail
• Remarkable guest experience skills
• Ability to impact and influence staff at all levels of the organisation
• Possess excellent communication, teamwork and customer-centricity skills
• Excellent leadership skills with ability to coach, develop, motivate, and retain a team of varying skill levels
• Strong senior stakeholder management and interpersonal skills. Able to independently and proactively engage stakeholders and provide timely updates and resolutions
• Knowledge of food safety and sanitation practices and associated government regulations
• Proficient computer skills including POS, Reservations, Inventory and Cost Control applications
• Strong internal and external communication skills