Hospitality Operations Manager

POSITION OVERVIEW
Dawn Mantra Pty Ltd operates Ruby Lane Wholefoods and Bare Wholefoods St Leonards. The Multi- Site Hospitality Operations Manager oversees both locations ensuring consistent operating and service standards financial performance workforce management regulatory compliance and efficient processes. The role coordinates staff and suppliers implements company-wide procedures and monitors performance across both businesses.

KEY DUTIES AND RESPONSIBILITIES
1. Multi-Site Operations Management 20%
- Plan direct and coordinate daily operations at both locations.
- Ensure operations meet company objectives policies and service standards.
- Coordinate staffing stock equipment suppliers and service procedures between locations.
- Resolve operational issues and improve productivity workflow and service.
- Develop maintain and implement consistent operating procedures across both businesses.
- Review location performance and requirements and report significant matters to the Company Director.

2. Staff Management and Workforce Planning 20%
- Coordinate staffing and prepare rosters with managers and supervisors based on forecast trade operational needs and labour budgets.
- Participate in recruitment interviewing selection employee induction and training.
- Set and monitor employee performance expectations.
- Coach managers supervisors and employees and coordinate staff between locations as needed.
- Address workplace performance issues and assist management with appropriate corrective action.
- Promote a professional productive customer-focused workplace.
- Maintain suitable staffing levels during peak trading functions and special events.

3. Financial and Business Performance Management 15%
- Monitor sales labour costs cost of goods wastage and operating expenses across both
businesses.
- Analyse reports and identify opportunities to improve profitability and efficiency.
- Assist the Company Director to prepare operating budgets and performance targets.
- Monitor labour expenditure against sales and operational requirements.
- Implement cost-control measures without compromising product or service standards.
- Review sales trends results and key performance indicators to inform business planning and decisions.

4. Procurement Inventory and Supplier Management 10%
- Oversee purchasing and inventory control across both businesses monitor stock levels and ensure ordering procedures are followed.
- Negotiate supplier pricing availability quality and delivery arrangements.
- Review supplier performance and improve purchasing efficiency.
- Coordinate sourcing of food beverages packaging equipment and other operational supplies.
- Implement controls to minimise wastage stock losses and unnecessary expenditure and maintain appropriate stock handling and storage procedures.

5. Customer Service and Service Standards 10%
- Establish and maintain high customer-service standards across both locations.
- Review feedback online reviews and complaints to identify recurring issues.
- Investigate significant complaints and implement corrective measures where necessary.
- Train and support staff in customer-service procedures and ensure consistent service expectations across locations.
- Improve customer satisfaction repeat visitation and customer experience.

6. Compliance Food Safety and Workplace Health and Safety 10%
- Ensure compliance with food safety work health and safety employment and other applicable requirements.
- Maintain procedures for food handling cleanliness workplace safety and employee responsibilities.
- Train employees in food safety hygiene and workplace procedures.
- Monitor compliance records and address identified operational risks.
- Coordinate responses to incidents customer safety concerns and workplace hazards.
- Ensure equipment facilities and work areas meet appropriate safety and operational standards.

7. Sales Promotions and Business Development 5%
- Develop initiatives with management to increase revenue retention and local awareness.
- Coordinate in-store promotions loyalty initiatives and events and evaluate their effectiveness.
- Identify opportunities to grow catering takeaway delivery and other hospitality revenue.
- Monitor customer purchasing trends and provide operational input into menu product and promotional decisions.

8. Facilities Equipment and Maintenance 5%
- Coordinate equipment servicing and facility maintenance across both locations.
- Arrange repairs and maintenance with external contractors as required.
- Monitor café kitchen and customer-service equipment condition and suitability.
- Address maintenance issues promptly to minimise disruption and contribute to equipment replacement and capital expenditure planning.

9. Management Reporting and Continuous Improvement 5%
- Prepare and review operational reports for the Company Director.
- Monitor sales labour stock costs wastage customer feedback and service performance.
- Identify operational weaknesses and improvement strategies.
- Hold regular performance and operational-priority meetings with managers and supervisors.
- Implement systems that improve efficiency consistency and accountability.

DECISION-MAKING RESPONSIBILITIES
Within approved company policies and budgets the manager may make operational decisions about daily staffing and workforce deployment; staff rosters and allocation between locations; ordering and stock control; supplier and contractor coordination; customer-service resolution; implementation of operating procedures; staff training and performance management; expenditure within delegated limits; workflow and service improvements; and corrective action on operational safety and service issues. Significant financial contractual and strategic decisions are referred to the Company Director.

KEY WORKING RELATIONSHIPS
The role works with the Company Director venue/store managers front-of-house supervisors head chefs and kitchen employees baristas and other front-of-house employees suppliers and distributors equipment and maintenance contractors delivery and ordering platforms and external service providers.

SKILLS AND COMPETENCIES
Applicants should demonstrate:
- Strong hospitality and service operations management skills including staff and supervisor management.
- Ability to coordinate operations across multiple locations.
- Commercial and financial awareness including labour costs stock control and cost-of-goods management.
- Strong organisation problem-solving and decision-making skills.
- Supplier management and procurement experience.
- Excellent written and verbal communication and customer-service management skills.
- Knowledge of food safety and work health and safety requirements.
- Ability to analyse business performance implement improvements and work independently.

QUALIFICATIONS AND EXPERIENCE
An appropriate qualification and/or substantial experience in hospitality retail service management business operations or a related field is required. Candidates should have demonstrated experience managing hospitality or service operations including employees financial performance customer service compliance suppliers and daily business operations. Experience managing or coordinating multiple locations is highly regarded.

Expected Salary: $79500-$85000 AUD per year