General Operations Manager (Restaurant Industry)

SUMMARY:
The General Operations Manager is responsible for the overall performance, efficiency, and profitability of the restaurant operation. This role oversees daily operations, staff management, financial controls, compliance, and customer experience, ensuring consistent standards across all departments in a fast-paced hospitality environment.

POSITION INFO:
Description:

Operations Management

• Oversee daily restaurant operations to ensure smooth, efficient service delivery.
• Implement and maintain standard operating procedures across front and back of house.
• Monitor service quality, food standards, and customer experience consistently.
• Identify operational risks and implement corrective actions promptly.

Financial Control & Reporting

• Manage daily cash-ups, POS reconciliations, and financial controls.
• Monitor food, beverage, and labour costs to meet budgeted targets.
• Review stock variances, wastage, and shrinkage and implement cost-control measures.
• Prepare and review operational and financial reports for management.

Staff Leadership & HR

• Lead, manage, and develop restaurant management and staff teams.
• Oversee recruitment, training, performance management, and staff discipline.
• Manage staff rosters, productivity, and compliance with labour legislation.
• Foster a positive, accountable, and performance-driven work culture.

Stock & Supplier Management

• Oversee ordering, receiving, stock control, and supplier relationships.
• Ensure stock accuracy, FIFO compliance, and minimal wastage.
• Negotiate with suppliers where applicable and manage service level issues.

Compliance, Health & Safety

• Ensure full compliance with health, safety, hygiene, and liquor licence requirements.
• Maintain accurate documentation and readiness for audits and inspections.
• Ensure equipment, facilities, and assets are maintained and serviceable.

Customer Experience

• Drive exceptional customer service standards across the operation.
• Handle escalated customer complaints professionally and effectively.
• Monitor customer feedback and implement continuous improvement initiatives.

Strategy & Continuous Improvement

• Identify opportunities to improve efficiency, profitability, and service quality.
• Support new initiatives, menu changes, promotions, and operational rollouts.
• Align daily operations with business goals and growth strategies.

• Proven experience in a senior operations or general management role within the restaurant or hospitality industry.
• Strong financial acumen, including budgeting, cost control, and reporting.
• Solid understanding of restaurant operations, both front and back of house.
• Knowledge of South African labour legislation and hospitality compliance standards.
• Strong leadership, communication, and decision-making skills.