– General Manager (Operations)

Company: Madwater Brewery

Location: Dadar West, Mumbai

Position: General Manager – Operations

Experience: 8 years

Employment Type: Full-Time

Role Overview The General Manager – Operations will be responsible for managing the complete operational functioning of the brewery, ensuring smooth service, strong guest experience, team productivity, revenue performance, cost control and compliance.

The role will involve close coordination with F&B; Service, Bar, Kitchen, Guest Relations, Cashiering, Inventory, Accounts and other support functions, while driving operational standards and business objectives.

Key Responsibilities

1. Overall Operations Management

- Take complete ownership of the day-to-day operations of the brewery/restaurant.
- Ensure smooth functioning of all operational departments during opening, peak hours and closing.
- Establish and maintain high standards of service, hospitality, hygiene and operational discipline.
- Monitor daily operations and proactively resolve operational bottlenecks.
- Ensure SOPs and operational processes are consistently followed across departments.
- Coordinate with senior management on operational priorities, challenges and business requirements.

2. Revenue & Business Performance

- Take responsibility for achieving revenue and operational targets.
- Monitor daily sales, covers, average bill value, table turnover and other relevant operational metrics.
- Analyse sales trends and identify opportunities to improve revenue.
- Work with the team on upselling, promotions, events and customer-retention initiatives.
- Review daily sales and business performance reports and take corrective actions where required.

3. Cost Control & Profitability

- Monitor F&B; cost, beverage cost, inventory consumption, wastage and operational expenses.
- Work closely with the F&B; Controller/Operations Controller and Accounts team to maintain financial discipline.
- Monitor food and beverage wastage and identify areas for cost reduction.
- Review stock consumption, purchasing and supplier-related processes.
- Ensure appropriate controls around discounts, complimentary bills, voids, refunds and other revenue-impacting transactions.
- Support management in improving overall operational profitability.

4. Team Management & Leadership

- Lead, manage and motivate the complete operations team.
- Supervise Captains, Stewards, Bartenders, GRE/Hostess, Cashiers and other operational staff.
- Set clear performance expectations and monitor team productivity.
- Conduct regular team briefings and operational meetings.
- Identify training requirements and ensure employees are adequately trained on service standards and SOPs.
- Manage staffing requirements, shift planning and manpower deployment.
- Handle employee performance issues, discipline and operational escalations in coordination with management/HR.

5. Guest Experience





- Ensure consistently high standards of guest service and hospitality.
- Personally handle escalated guest complaints and sensitive customer situations.
- Monitor guest feedback, reviews and recurring service issues.
- Ensure VIP, repeat and special-occasion guests receive appropriate attention.
- Work with the GRE, Hostess and floor team to improve guest flow and overall experience.
- Develop processes to improve customer satisfaction and repeat visits.

6. F&B; / Bar / Floor Coordination

- Ensure effective coordination between the kitchen, bar and front-of-house teams.
- Monitor service speed, order accuracy and overall table service.
- Ensure proper coordination during peak hours, weekends and special events.
- Review menu/service-related issues and coordinate with relevant department heads for resolution.
- Ensure beverage and bar operations follow established service, hygiene and control standards.

7. Inventory & Procurement

- Monitor inventory levels and ensure availability of food, beverages, consumables and operational supplies.
- Coordinate with procurement and suppliers for timely availability of required materials.
- Monitor stock movement, consumption and wastage.
- Ensure regular stock checks and reconciliation.
- Identify discrepancies between sales, consumption and inventory records.
- Work with the Controller and Accounts team to maintain proper inventory controls.

8. MIS & Operational Reporting

- Review daily sales, operational and financial reports.
- Monitor key operational KPIs and identify performance gaps.
- Prepare/review periodic MIS reports for management.
- Analyse operational data and provide actionable insights to senior management.
- Track departmental performance against agreed targets.

9. Compliance, Hygiene & Safety

- Ensure compliance with applicable F&B;, food safety, hygiene and establishment procedures.
- Maintain high standards of cleanliness across guest and back-of-house areas.
- Ensure proper implementation of safety and operational procedures.
- Conduct regular operational checks and address compliance gaps promptly.

10. Events & Peak Operations

- Oversee operations during weekends, high-footfall periods, private events and special occasions.
- Ensure adequate manpower, inventory and service readiness for events.
- Coordinate with internal teams to ensure seamless event execution.
- Review post-event performance and identify areas for improvement.

11. Customer Retention & Guest Loyalty





- Develop a plan to increase repeat visits and turn first-time guests into regular guests.
- Create programs for new and repeat guests in coordination with the Marketing Head.
- Work with the Guest Relations and floor teams to recognise returning guests and improve their experience.
- Ensure the team is prepared to execute each program smoothly.
- Track current guests, repeat visits, program participation and feedback, and use the results to improve future programs.
- Analyse guest retention trends and program performance to identify opportunities for improvement.
- Coordinate with Marketing and Operations teams to ensure retention initiatives, promotions and guest engagement programs are effectively implemented.

Requirements

- 8 years of overall experience in F&B;, restaurants, breweries, pubs, bars, lounges, hotels or similar hospitality environments.
- Proven experience in a General Manager / Operations Manager / Restaurant Manager / Unit Head / Senior Operations role.
- Strong experience managing end-to-end restaurant/F&B; operations.
- Experience managing large teams across multiple operational functions.
- Strong understanding of revenue management, F&B; cost control and operational profitability.
- Hands-on experience with inventory, procurement, stock control and wastage management.
- Strong knowledge of restaurant POS systems, MIS and operational reporting.
- Excellent guest-handling and escalation-management skills.
- Strong leadership, communication and team-management capabilities.
- Ability to work in a fast-paced, high-volume hospitality setting.
- Willingness to work flexible hours, including evenings, weekends and holidays.

Preferred Background

Candidates from premium restaurants, breweries, pubs, lounges, bars, hotels, QSRs or high-volume F&B; establishments will be considered.

Experience in managing an establishment with multiple functions such as F&B; service, bar, guest relations, cashiering, inventory and operational controls will be preferred.

Key Performance Areas

- Overall operational efficiency
- Revenue and sales performance
- Guest satisfaction and service standards
- F&B; and beverage cost control
- Inventory and wastage management
- Team productivity and manpower utilisation
- Operational compliance and hygiene
- Staff training and retention
- Event and peak-hour execution
- Overall business and operational performance

Pay: ₹2,400,000.00 - ₹3,000,000.00 per year

Benefits

- Flexible schedule

Experience:
- Breweries: 9 years (Required)
- GM Operation : 8 years (Required)
- F&B; service: 8 years (Required)
- Revenue & Business Performance: 8 years (Required)
- Cost Control & Profitability: 8 years (Required)
- Team Management & Leadership: 9 years (Required)
- MIS & Operational Reporting: 8 years (Required)
- Customer Retention & Guest Loyalty: 8 years (Required)

Work Location: In person

📌 GM Operations (Dadar)
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📍 Dadar