Head - Operations - Hotels (8-20 yrs)

Purpose of the Role:

The role of the Operations Head include managing operational budgets, optimizing business processes, monitoring key performance indicators, and ensuring effective utilization of resources.

This is the second in command and ensures departments like marketing, financial growth, sales runs smoothly. Activities Performed by the Role

- Operational Leadership :

a. Develop and implement operational strategies, policies, and procedures to optimize efficiency, productivity, and profitability across all areas of the organization.

b. Oversee the management of QSR locations, ensuring consistency in service quality, cleanliness, and operational standards.

c. Monitor key performance indicators (KPIs), operational metrics, and financial performance to identify areas for improvement and drive operational excellence

- Strategic Planning and Execution:

a. Collaborate with the segment CEO and other stakeholders to define the company's strategic direction, long-term goals, and growth initiatives.

b. Lead the development and implementation of strategic plans, business objectives, and action plans to drive revenue growth, market expansion, and brand recognition.

c. Identify emerging market trends, consumer preferences, and competitive threats to inform strategic decision-making and maintain a competitive edge in the marketplace.

- Customer experience and Brand Management:

a. Champion a customer-centric culture and drive initiatives to enhance the overall customer experience, satisfaction, and loyalty.

b. Monitor customer feedback, online reviews, and satisfaction surveys to identify areas for improvement and implement strategies to address customer needs and preferences.

c. Manage brand positioning, messaging, and marketing initiatives to enhance brand awareness, relevance, and differentiation in the marketplace.

- Financial Management

a. Oversee budgeting, financial planning, and forecasting processes to optimize resource allocation, manage costs, and maximize profitability.

b. Monitor financial performance against budgetary targets, analyze variances, and implement corrective actions as needed.

c. Evaluate investment opportunities, capital expenditures, and strategic partnerships to support business growth and expansion efforts.

- Team Leadership and Development

a. Build and develop a high-performing leadership team capable of executing the company's strategic objectives and delivering results.

b. Provide mentorship, coaching, and professional development opportunities to key leaders and functional teams.

c. Foster a collaborative and inclusive work environment that promotes innovation, creativity, and continuous improvement

4. Key Performance Indicators & Outcomes:

- Labor cost %

- Food and Beverage cost %

- Inventory Turnover Ratio: inventory sold and

- EBITDA - Target v/s achievement

- Revenue Growth Rate: Percentage increase in revenue over a specific period compared to the previous period.

- Operating Margin: Percentage of revenue that remains after covering operating expenses.

- Cost Reduction Initiatives: Total cost savings achieved through operational improvements and efficiency measures.

- NPS - Net promotor scores

- Health and Inspection scores - NFS and other audit scores (target v/s actual)

- Food Safety Incidents -

- New Product Launch Success Rate

- Implementation of Innovation Initiatives

- Employee Satisfaction Survey Results

5. Organization:

- The Marketing team comprises of Brand Marketing, Design and CRM. The Head of Marketing reports to the Segment CEO of the particular division.

- Each sub-function is managed by the Marketing Leads who report to the Head of Marketing.

- Each Leads of have Managers and Assistant managers reporting under them working in assigned sub-functions.