Multi-Brand | Multi-Location Cloud Kitchens & Restaurants

Role Overview

We are looking for an experienced Operations Manager to oversee the day-to-day operations of multiple food brands across cloud kitchens, delivery outlets, and dine-in restaurants. The candidate will be responsible for operational excellence, food quality, cost control, team management, customer satisfaction, and consistent implementation of SOPs across all locations.

Key Responsibilities

1. Multi-Location Operations

- Manage daily operations across all outlets and brands, ensuring smooth functioning and operational consistency.
- Conduct regular outlet visits and audits to ensure adherence to company SOPs, hygiene standards, and food safety protocols.
- Monitor order preparation, packaging, dispatch, dine-in service, and delivery timelines.

Food Quality & Customer Experience

- Ensure consistent food quality, portion sizes, presentation, and packaging across all brands.
- Minimise order errors, missing items, spillage, customer complaints, and negative ratings on Zomato and Swiggy.
- Implement corrective actions to improve customer satisfaction and online ratings.

Cost Control & Profitability

- Monitor food cost, wastage, staff costs, packaging expenses, and other operational expenses.
- Control pilferage, unnecessary consumption, and operational leakages.
- Track outlet-wise sales, cost variances, and profitability in coordination with the accounts and purchase teams.

Team Management

- Supervise outlet managers, kitchen managers, chefs, and other operational staff.
- Ensure adequate staffing, attendance, shift planning, discipline, training, and employee productivity.
- Support recruitment, onboarding, performance evaluation, and staff retention.

Inventory & Supply Chain

- Ensure proper inventory management, stock rotation, and timely procurement across locations.
- Monitor inter-outlet transfers, stock reconciliation, expiry control,



and adherence to purchase and indenting procedures.
- Coordinate with the central kitchen, purchase, and supply chain teams to prevent stock-outs and excess inventory.

Sales Channels & Brand Standards

- Monitor Zomato, Swiggy, direct orders, and dine-in operations, wherever applicable.
- Ensure menu accuracy, item availability, pricing, packaging standards, and smooth order processing.
- Coordinate with relevant teams to improve operational efficiency and support sales growth.

SOPs, Reporting & Process Improvement

- Develop, implement, and regularly audit operational SOPs across all brands and outlets.
- Prepare daily, weekly, and monthly performance reports covering sales, food cost, wastage, complaints, ratings, manpower, and operational issues.
- Identify operational gaps, take ownership of corrective actions, and implement systems to improve efficiency and profitability.

Key Performance Indicators (KPIs)

- Outlet-wise profitability and operational cost control.
- Food cost, wastage, and inventory variance.
- Order accuracy and delivery turnaround time.
- Customer complaints, ratings, and repeat business.
- Hygiene, food safety, and SOP compliance.
- Staff productivity, attendance, and attrition.
- Reduction in operational losses and process inefficiencies.

Candidate Requirements

- 4–8 years of experience in restaurant, cloud kitchen, QSR, or food service operations, preferably with multi-outlet and multi-brand exposure.
- Robust understanding of kitchen operations, food costing, inventory control, manpower planning, and restaurant profitability.
- Experience handling delivery aggregators such as Zomato and Swiggy.
- Strong leadership, problem-solving, communication, and analytical skills.
- Proficiency in Excel and operational reporting; experience with restaurant POS and inventory systems is preferred.
- Willingness to travel regularly between outlets as required.

Reporting To: Founder / Business Head

Location: Gurgaon / Delhi NCR

📌 Operations Manager (Gurugram)
🏢 Divina Hospitality Private
📍 Gurugram