Head of Operations (F&B)

Key Responsibilities

1. Strategic & Operational Leadership

· Lead the overall operations of all outlets to achieve the Company’s business objectives.

· Execute operational strategies and represent the Founder in day-to-day operational decision-making.

· Lead new outlet openings, expansion projects, and business improvement initiatives.

2. Operations & Financial Performance

· Ensure consistent operational excellence, food quality, service standards, and SOP compliance across all outlets.

· Monitor sales, profitability, labour cost, food cost, inventory, and operational expenses to achieve KPI targets.

· Ensure compliance with Halal, hygiene, food safety, and all statutory requirements.

· Prepare weekly and monthly operational and performance reports.

3. Leadership & Team Development

· Recruit, lead, coach, and develop Outlet Managers and operational teams.

· Build a high-performance, accountable, and customer-first culture across all outlets.

· Monitor manpower planning, recruitment, staff training, and succession planning.

4. Customer Relationship & Business Growth

· Strengthen Customer Relationship Management (CRM) by improving customer satisfaction, handling customer feedback, and increasing customer loyalty.

· Collaborate with the Marketing team and external partners to plan and execute promotional campaigns, events, partnerships, and brand activations.

· Monitor competitor activities, market trends, and recommend initiatives to improve sales, profitability, and brand performance.

· Build and maintain strong relationships with landlords, suppliers, corporate clients, and key business partners

5. Other Responsibilities

· Perform any other duties assigned by the Founder or Management that are consistent with the responsibilities of this role.

Requirements

· Min Diploma or Bachelor's Degree in Business, Hospitality, Food & Beverage Management, or a related field.

· Minimum 8–10 years of experience in F&B operations, with at least 5 years in a senior management role overseeing multiple outlets.

· Proven experience in managing multi-outlet restaurant and achieving sales and profitability targets.

· Strong leadership, team management, coaching, and people development skills.

· Good knowledge of restaurant operations, food quality, customer service, inventory control, labour cost, food cost, and KPI management.

· Strong analytical, problem-solving, and decision-making skills.

· Results-driven, hands-on, and able to work in a fast-paced environment.

· Good communication and interpersonal skills with the ability to work with employees, suppliers, landlords, and business partners.

· Possess own transport and willing to travel between outlets when required 

· Proficient in Microsoft Office and POS/reporting systems.

· Proficient in Mandarin, English & Bahasa Malaysia