IAssess Consultants LLP
Website:
iassess.in
Job details:
Job Description – Head: Operations & Sales
Designation: Head – Operations & Sales
Department: Operations & Business Growth
Reports To: Director / Business Head
Job Location : Pune -
Role Overview
The Head – Operations & Sales is responsible for driving both operational excellence and revenue growth across all company-owned and franchise outlets. The role involves strategic leadership in ensuring consistent guest experience, cost efficiency, and sales enhancement through structured business planning, marketing initiatives, and team performance management.
- Business & Sales Strategy
- Develop and execute the annual business plan with defined sales, profitability, and operational targets for each outlet.
- Analyze sales trends, category mix, and revenue drivers to identify opportunities for growth in dine-in, delivery, and catering (ODC) channels.
- Collaborate with Marketing and Regional Operations teams to drive sales campaigns, promotions, and guest retention programs.
- Introduce local store marketing (LSM) activities to increase footfall, repeat guests, and overall sales per outlet.
- Set monthly and quarterly sales KPIs for Regional Managers and track achievement through reviews.
- Drive corporate sales, bulk orders, and institutional partnerships to diversify revenue sources.
- Outlet Operations & Excellence
- Define and periodically enhance audit mechanisms and SOPs to ensure consistent service, hygiene, and operational discipline.
- Conduct surprise audits to validate adherence to standards and uncover sales-impacting gaps.
- Ensure 100% resolution of non-compliances within 30 days of audit report generation.
- Align operations with sales goals by improving table turnover, order accuracy, and guest satisfaction metrics.
- Cost & Profitability Management
- Monitor Food Cost, Operational Cost, and Labor Cost across outlets; ensure all costs remain within budgeted benchmarks.
- Drive menu engineering and product mix optimization to improve gross margins.
- Implement waste reduction, procurement efficiency, and manpower optimization strategies to enhance profitability.
- Prepare P&L performance reports and drive corrective actions for underperforming outlets.
- Dine-In, Delivery & ODC Revenue Growth
- Develop and implement strategies to increase dine-in and home delivery sales across all outlets.
- Partner with aggregators (Swiggy, Zomato, etc.) to drive visibility, ratings, and conversions.
- Manage ODC and party business from inquiry to execution — ensuring maximum conversion rate and 100% positive customer feedback.
- Introduce upselling and cross-selling initiatives across outlets through staff training and incentive programs.
- Track daily sales reports and provide insights to boost outlet performance.
- Franchisee & Business Expansion
- Act as the primary liaison between corporate and franchise partners.
- Share key insights on sales performance, guest feedback, and operational gaps regularly.
- Support franchisees in achieving revenue targets through training, marketing, and operational interventions.
- Identify and evaluate new franchise and outlet opportunities, including site assessments and ROI projections.
- People Management & Sales Capability Building
- Define hiring parameters and oversee recruitment of all outlet-level staff (except Restaurant Managers).
- Train outlet teams and Regional Managers on sales behavior, guest engagement, and upselling skills.
- Conduct periodic performance appraisals and link KPIs to sales and service outcomes.
- Build a sales-focused culture within operations through recognition, communication, and leadership engagement.
- Guest Experience & Retention
- Map guest journeys and identify moments that influence satisfaction, loyalty, and spending.
- Drive structured feedback collection, analysis, and resolution across dine-in and delivery platforms.
- Ensure closure of negative feedback within 48 hours, including online reviews and aggregator ratings.
- Implement loyalty and referral programs to enhance repeat business.
- Reporting & Data-Driven Decision Making
- Ensure 100% compliance with reporting formats (Food Cost, CGS, MPRs, Inventory, Sales Mix, etc.).
- Analyze sales performance by outlet, product, and segment; present monthly insights to management.
- Use data to drive promotions, pricing, and resource allocation decisions for maximum ROI.
- Marketing Coordination
- Work closely with the Marketing team to execute campaigns, offers, and seasonal promotions aligned with sales goals.
- Monitor the impact of marketing activities on sales, guest traffic, and brand engagement.
- Drive digital reputation management through social media responsiveness and guest satisfaction initiatives.
- Compliance, Policies & Brand Standards
- Ensure full compliance with all statutory, brand, and operational policies (FSSAI, PF, ESIC, fire safety, etc.).
- Maintain consistent brand presentation, grooming, and service standards across all outlets.
- Enforce a zero-tolerance policy toward non-compliance or misconduct.
Skills: hotel management,food & beverage,hotel operations,restaurant management,operations,f&b operations,hospitality management,cluster manager,restaurant operations,f&b management
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