Operations Manager - QSR Restaurants

We are seeking an experienced Operations Manager experienced in Saudi cuisine QSR to oversee the efficient functioning of our Quick Service Restaurant (QSR) operations. The ideal candidate will be bilingual in Arabic and English, possess a pleasant personality, and demonstrate a strategic mindset to drive profitability, compliance, and customer satisfaction. With at least 7 years in customer service (preferably in QSR), you will leverage market trends, local event calendars, and analytical insights to optimize business performance while ensuring adherence to health, safety, and regulatory standards.

Key Responsibilities

1. Operations Management
   - Oversee daily operations across multiple QSR outlets, ensuring efficiency, quality, and brand consistency.
   - Monitor compliance with local and national regulatory requirements (e.g., food safety, licensing, labor laws).
2. Customer Experience Leadership
   - Champion customer service excellence through staff training, feedback systems, and resolution protocols.
3. Financial Oversight
   - Analyze P&L statements, manage budgets, and implement cost-control strategies to maximize profitability.
4. Market & Event Strategy
   - Utilize knowledge of city-specific marketing trends, festivals, and events to plan promotions and boost footfall.
   - Collaborate with marketing teams to align campaigns with peak business periods.
5. Health, Safety & Compliance
   - Enforce occupational health, safety, and food hygiene standards (e.g., HACCP).
   - Conduct audits and staff training to maintain compliance.
6. Team Leadership
   - Recruit, train, and mentor staff, fostering a culture of accountability and high performance.
7. Reporting & Analysis
   - Generate data-driven reports on sales, inventory, and customer feedback to inform strategic decisions.

Qualifications

• Arab National (required).
• Bilingual fluency in Arabic and English (written and spoken).
• 7+ years in customer service/operations, with 3+ years in Saudi Traditional QSR or hospitality management.
• Pleasant, approachable demeanor with strong interpersonal skills.
• Proven ability to analyze business patterns and adapt strategies.
• In-depth knowledge of restaurant P&L, regulatory requirements, and market trends.
• Expertise in food safety, hygiene, and occupational health standards.
• Bachelor’s degree in Business Management, Hospitality, or related field.
• Certifications in Food Safety (e.g., HACCP) preferred.

Personal Attributes

• Strategic thinker with a problem-solving mindset.
• Excellent communicator and team leader.
• Detail-oriented with the ability to multitask in fast-paced environments.

Skills

1. Operational Management Expertise:
   • Restaurant Operations: In-depth understanding of the day-to-day operations of QSRs, from food preparation and customer service to inventory management and staffing.
   • Workflow Optimization: Ability to design and implement efficient workflows to maximize productivity and minimize waste or delays, especially during peak hours.
   • Quality Control: Maintaining consistent product quality, cleanliness, and customer satisfaction standards in line with company guidelines and industry regulations.
2. Leadership & Team Management:
   • Staff Management: Experience in recruiting, training, and managing a diverse team of kitchen staff, service workers, and supervisors.
   • Team Motivation: Ability to foster a positive and productive working environment, keeping the team motivated and engaged to meet business objectives.
   • Conflict Resolution: Effectively managing and resolving any issues or conflicts among staff, customers, or suppliers.
   • Performance Monitoring: Tracking and evaluating employee performance through KPIs, providing regular feedback, and offering coaching for improvement.
3. Customer Service Excellence:
   • Customer Experience Management: Ensuring a high-quality customer experience from the moment they enter the restaurant to the point of sale and beyond.
   • Complaint Resolution: Handling customer complaints and concerns swiftly and professionally, maintaining the reputation of the restaurant.
   • Upselling and Cross-Selling: Training staff on techniques to increase sales through effective upselling and cross-selling strategies while maintaining excellent customer service.
4. Financial Management:
   • Budgeting & Cost Control: Experience in managing budgets, controlling food costs, labor costs, and overall expenses to maximize profitability.
   • P&L Management: Understanding of profit and loss statements and the ability to manage costs effectively while maintaining product and service quality.
   • Financial Forecasting: Preparing forecasts and financial reports to predict sales trends and make data-driven decisions for future operations.
5. Health & Safety Compliance:
   • Food Safety Standards: Strong knowledge of health and safety regulations, including food handling, sanitation, and cleanliness standards.
   • Compliance with Local Regulations: Ensuring the restaurant complies with all local, state, and national regulations, including labor laws, food safety, and licensing requirements.
   • Safety Protocols: Developing and enforcing safety procedures for staff and customers, ensuring a safe working environment at all times.
6. Inventory & Supply Chain Management:
   • Inventory Control: Managing stock levels, ordering supplies, and ensuring that there is minimal waste due to spoilage or over-ordering.
   • Vendor & Supplier Relations: Building and maintaining strong relationships with suppliers to ensure timely delivery and consistent product quality.
   • Logistics Management: Ensuring the smooth flow of inventory from suppliers to the restaurant, including proper storage and tracking systems.
7. Technology Proficiency:
   • POS Systems: Familiarity with point-of-sale (POS) systems and technology used in QSRs to manage orders, payments, and customer data.
   • Online Ordering & Delivery Management: Knowledge of third-party platforms and delivery logistics to ensure smooth operation of online ordering and home delivery services.
   • Data Analysis & Reporting: Using technology to track performance metrics, sales, and inventory, and making data-driven decisions to improve efficiency and profitability.
8. Problem-Solving & Decision-Making:
   • Operational Troubleshooting: Ability to identify and address operational issues quickly and effectively, minimizing downtime or service interruptions.
   • Decision-Making: Strong ability to make quick, informed decisions that benefit the restaurant, whether related to staffing, inventory, or customer service.
   • Crisis Management: Ability to remain calm and manage operations effectively during challenging situations, such as equipment failures, supply chain disruptions, or staff shortages.
9. Communication Skills:
   • Clear Communication: Ability to effectively communicate with staff, customers, suppliers, and upper management.
   • Training & Development: Leading training programs to ensure that staff is knowledgeable and aligned with operational standards and expectations.