Position Summary
The Service Operations Manager is responsible for directing all operational aspects of the customer-facing business. This pivotal role drives operational excellence across Food & Beverage (F&B) management—including menu creation, inventory control, costing, pricing, and vendor purchasing—while developing and implementing Standard Operating Procedures (SOPs) designed to enhance the overall guest experience. In addition, this position shares co-leadership responsibilities with the Service Personnel Manager for scheduling, coaching, and supervising both Front of House (FOH) and Kitchen (BOH) personnel.
Key Responsibilities
1. F&B Operations, Purchasing & Cost Management
• Lead the conceptualization, design, and continuous optimization of food and beverage menus in alignment with culinary trends and brand standards.
• Establish accurate recipe costing, menu item pricing, and margin analysis to ensure target profit margins are consistently met.
• Manage procurement and vendor relationships for all food, beverage, operating supplies, and service materials.
• Implement stock management protocols, conduct weekly/monthly inventory audits, and actively minimize waste, spoilage, and shrinkage.
2. Customer Experience & Standard Operating Procedures (SOPs)
• Design, document, and enforce high-standard SOPs for all guest-facing touchpoints (e.g., seating, order taking, table service, billing, and grievance resolution).
• Conduct regular hands-on training sessions for FOH and BOH teams on newly created and existing service SOPs.
• Monitor guest feedback, service speeds, and satisfaction scores; formulate corrective operational strategies as needed.
3. Shared Staff Leadership & Scheduling
• Partner closely with the Service Personnel Manager to create efficient, balanced labor schedules for FOH and kitchen staff.
• Maintain adequate shift coverage while aggressively managing labor cost targets.
• Provide daily operational leadership, floor supervision, and guidance during active service periods.
• Participate in performance evaluations, team mentoring, conflict resolution, and disciplinary actions alongside personnel management.
Qualifications & Requirements
• Experience: Minimum of 3–5 years in restaurant, hospitality, or service operations management with proven F&B oversight.
• Financial Acumen: Strong expertise in inventory management, recipe costing, yield analysis, and menu pricing strategies.
• SOP Development: Demonstrated ability to craft clear operational SOPs and successfully train diverse teams on execution.
• Leadership Skills: Exceptional communication, team-building, conflict resolution, and floor management capabilities.
• Certifications: ServSafe Manager (or equivalent food safety certification) and local alcohol service certification required.
Performance Bonus Structure Key Metrics (KPIs)
• Achievement of target Cost of Goods Sold (COGS) and labor cost percentages.
• Customer satisfaction ratings and online guest review scores.
• Successful implementation and compliance audit rates for operational SOPs.