Job Title: Operations Manager

Location: Gurgaon

Department: Operations

Reports To: General Manager – Operations

Purpose of the Job Role:

To manage and drive day-to-day operations across assigned sites by ensuring operational excellence, client satisfaction, food quality, service standards, cost control, and effective manpower management while achieving business and profitability objectives.

Key Responsibilities

- Plan, manage, and oversee day-to-day operations across assigned sites to ensure smooth and efficient service delivery.
- Ensure consistent adherence to food quality, hygiene, safety, and service standards across all locations.
- Manage manpower deployment, staffing requirements, attendance, productivity, and retention to ensure optimal workforce utilisation.
- Build and maintain strong relationships with clients and address operational concerns and escalations promptly.
- Monitor site performance against agreed KPIs, SLAs, operational plans, and business objectives and take corrective actions where required.
- Ensure effective implementation of SOPs, processes, systems, and company policies across assigned sites.
- Monitor and control food costs, wastage, consumables, and other operational expenses to achieve budgeted margins.
- Review site-level performance and operational reports regularly and identify opportunities for improvement.
- Coordinate with HR, QHSE, Procurement, Finance, Training, and other support functions to ensure seamless operations.
- Ensure timely completion of training and development initiatives for operational teams to improve service quality and productivity.
- Monitor vendor and supplier performance, where applicable,



to ensure adherence to agreed quality and service standards.
- Conduct regular site visits and audits to identify gaps, drive compliance, and ensure continuous improvement.
- Support business growth and client retention through effective customer engagement and delivery excellence.
- Prepare and share regular operational reports, highlighting key achievements, challenges, escalations, and action plans.
- Carry out additional responsibilities as assigned by the General Manager – Operations or senior management.

Role Outcomes:

Major outcomes of this role are:

- Smooth and efficient operations across assigned sites.
- Reduction in site-level escalations and operational issues.
- Improved client satisfaction and service delivery standards.
- Adherence to food cost and operational budgets.
- Effective manpower deployment, productivity, and retention.
- Consistent compliance with QHSE, SOP, hygiene, and food safety standards.
- Improved site profitability and operational efficiency.

Qualifications:
- Minimum 8–10 years of experience in F&B; Operations, with solid preference for candidates from the Catering / Contract Catering industry.
- Solid experience in multi-site/site operations and client management.
- Good understanding of manpower planning, food cost, P&L;, operational controls, and service standards.
- Strong communication, leadership, interpersonal, and problem-solving skills.
- Proven ability to manage teams and handle client escalations effectively.
- Good geographical understanding and willingness to travel across assigned sites.
- Hands-on experience with MS Excel, MS Word, and PowerPoint; strong analytical and reporting skills will be an added advantage.

📌 Operations Manager (Gurugram)
🏢 Elior
📍 Gurugram