Service Operations Manager

Position Summary

The Service Operations Manager is responsible for directing all operational aspects of the customer-facing business. This pivotal role drives operational excellence across Food & Beverage (F&B) management—including menu creation, inventory control, costing, pricing, and vendor purchasing—while developing and implementing Standard Operating Procedures (SOPs) designed to enhance the overall guest experience. In addition, this position shares co-leadership responsibilities with the Service Personnel Manager for scheduling, coaching, and supervising both Front of House (FOH) and Kitchen (BOH) personnel.

Key Responsibilities

1. F&B Operations, Purchasing & Cost Management

• Lead the conceptualization, design, and continuous optimization of food and beverage menus in alignment with culinary trends and brand standards.

• Establish accurate recipe costing, menu item pricing, and margin analysis to ensure target profit margins are consistently met.

• Manage procurement and vendor relationships for all food, beverage, operating supplies, and service materials.

• Implement stock management protocols, conduct weekly/monthly inventory audits, and actively minimize waste, spoilage, and shrinkage.

2. Customer Experience & Standard Operating Procedures (SOPs)

• Design, document, and enforce high-standard SOPs for all guest-facing touchpoints (e.g., seating, order taking, table service, billing, and grievance resolution).

• Conduct regular hands-on training sessions for FOH and BOH teams on newly created and existing service SOPs.

• Monitor guest feedback, service speeds, and satisfaction scores; formulate corrective operational strategies as needed.

3. Shared Staff Leadership & Scheduling

• Partner closely with the Service Personnel Manager to create efficient, balanced labor schedules for FOH and kitchen staff.

• Maintain adequate shift coverage while aggressively managing labor cost targets.

• Provide daily operational leadership, floor supervision, and guidance during active service periods.

• Participate in performance evaluations, team mentoring, conflict resolution, and disciplinary actions alongside personnel management.

Qualifications & Requirements

• Experience: Minimum of 3–5 years in restaurant, hospitality, or service operations management with proven F&B oversight.

• Financial Acumen: Strong expertise in inventory management, recipe costing, yield analysis, and menu pricing strategies.

• SOP Development: Demonstrated ability to craft clear operational SOPs and successfully train diverse teams on execution.

• Leadership Skills: Exceptional communication, team-building, conflict resolution, and floor management capabilities.

• Certifications: ServSafe Manager (or equivalent food safety certification) and local alcohol service certification required.

Performance Bonus Structure Key Metrics (KPIs)

• Achievement of target Cost of Goods Sold (COGS) and labor cost percentages.

• Customer satisfaction ratings and online guest review scores.

• Successful implementation and compliance audit rates for operational SOPs.