Ops Manager - F&B Manager

Job description / Role

Job summary

If you are a dynamic and result-driven professional, we have an exciting opportunity for you as operations director. The operations director at TGP leads our food and beverage operations, concept development, and F&B operations consultancy for new projects and openings. The successful candidate will be responsible for developing and implementing F&B strategies, managing budgets, and overseeing daily operations to ensure exceptional customer experience.

Key responsibilities include leading and coaching the team, monitoring KPIs, maintaining relationships with stakeholders and clients, brand curation, and ensuring quality control. The manager oversees multiple projects, focusing on profitability and smooth operations while developing the team to achieve high customer satisfaction. Additionally, as part of the management team, contribute to company policies and maintain open communication with the management team, the country director, and the company support office.

Duties and responsibilities

1. F&B ops consultancy
   You will be responsible for designing and implementing F&B projects as per clients' scope of work and deliverables, project plan timeline, and resource allocation ensuring timely execution and adherence to quality standards.
   This involves addressing operational challenges, reviewing feasibility study costing packs including CAPEX and OPEX review, resolving customer complaints, and making strategic decisions to enhance the overall F&B experience.
   Work closely with cross-functional TGP teams including marketing, finance, advisory, branding, and operations to align F&B strategies with overall business objectives and ensure seamless integration of F&B services.
   Provide guidance and mentorship to F&B staff, fostering a culture of excellence and leading by example to drive operational efficiency and team performance.
   Process improvement and innovation: continuously evaluate F&B processes, identify areas for improvement, and implement innovative strategies to enhance guest satisfaction and drive revenue growth.
   Technical or customer-facing responsibilities: engage with customers to gather feedback, conduct food tastings, and ensure that service standards meet or exceed customer expectations.
   Responsible for TGP deliverables for different projects that vary based on clients' scope of work:
   - Present a briefing workshop document to include:
   - Brand standards vs current operations gap analysis
   - Brand standards vs sequence of service gap analysis
   - Analysis of key findings from site visits and interviews
   - Mystery dinner scores and analysis
   - Current KPIs performance assessment results
   - SWOT analysis of current operations
   - Initial operational recommendations
2. Maintaining standard operations procedures
   a. Ensure that all policies and procedures are followed at most F&B operated sites as per TGP operations manual.
   b. Never change any policies, standards, or specifications of the operation without prior approval from senior leadership management.
   c. Accept full responsibility for any change in policy, standards, and specifications of operations.
   d. Be committed to implementing all necessary manuals, checklists, audits, and production standards, understanding that they have been developed to enhance the brand.
3. Brand curation
   a. Conduct a full review of all key KPIs, customer feedback, and market trends for 2025-2026.
   b. Set target brands, cuisines, and brand mix.
   c. Maintain strong relationships with all F&B operators in the market.
   d. Update market list of brand mix on a monthly basis.
   e. Develop a proposed plan and implement a business strategy plan quarterly.
4. Decision making and reporting
   a. Conduct pod F&B operator performance reviews on a weekly and monthly basis.
   b. Conduct monthly mystery shopper audits, quality audits, and service period reports.
   c. Perform monthly P&L review.
   d. Prepare monthly action plan updates and identify areas of improvement to achieve company goals and targets.
   e. Conduct weekly meetings with stakeholders.
5. Health & safety, cleaning, and maintenance
   a. Ensure the health and safety manual and SOPs are followed by all F&B operators across TGP operated sites.
   b. Conduct monthly health and safety audit reports with the hygiene manager and third-party audit.
   c. Ensure that the deep cleaning schedule and checklists are conducted according to the calendar. Through training employees, achieve company targets in the appearance of their outlet, its sanitization, and cleanliness. Ensure that the outlet is impeccably clean, pleasant, and tidy.
   d. Be responsible for repairing and maintaining all equipment within an acceptable budget, using maintenance sheets and checklists, and implementing a preventive maintenance program.
   e. Ensure that the furniture and fixtures in each branch are clean and in good condition. Report any deterioration as quickly as possible.
   f. Maintain equipment value after long years of use, especially kitchen equipment.
6. Guest service quality
   a. Ensure that all guests feel welcome and are given responsive, friendly, and courteous service always according to the standards set for clearance across all seating areas indoors and outdoors at F&B operated sites under TGP.
   b. Fill in where needed to ensure that guest service standards are properly met.
   c. Develop a local loyal guest database and reply to all feedback across all social media platforms.
   d. Verify that guests receive food and beverage quality set by SOPs standards from all F&B operators inside the food hall.
   e. Participate in resolving all customer complaints, no matter how minor. Never think that wowing customers is only through offers.
   f. Personally visit all guests’ tables and ensure that they are enjoying a great experience at their restaurant.
   g. Control crowd management and traffic across all pods and inside the food hall.
   h. Ensure you score 4.7 or above out of 5 for guest feedback across all social media platforms.
7. General operations management
   a. Oversee and coordinate the activities of different departments within the organization.
   b. Implement business strategies to achieve organizational goals and targets.
   c. Collaborate with department heads to ensure effective and efficient operations across all business areas.
   d. Establish and maintain strong relationships with clients, partners, and stakeholders.
   e. Monitor and evaluate the performance of employees, providing guidance, coaching, and support as needed.
   f. Support recruiting, selecting, training, and developing staff members.
   g. Conduct regular meetings and communicate goals, objectives, and policies to employees.
   h. Implement and enforce health and safety regulations to maintain a safe working environment.
   i. Identify areas for improvement and recommend solutions to enhance productivity and customer satisfaction.
   j. Responsible for checking the quality of food and beverage products received at the main receiving areas per the agreed brands on the market list for each pod.
   k. Ensure all received products are stored in their designated locations (dry store, cold rooms, and freezers) properly and safely.
   l. Ensure that all food and beverage products are consistently prepared and served according to the pods’ standards including cuisine recipes, portioning, cooking, and service standards.
   m. Periodically conduct random checks across all pods’ cuisines to ensure a constant flow of food and beverage items, checking expiry dates, spoiled produce, and reporting as necessary.
   n. Have a keen eye for detail and be constantly aware of the “total picture” within the F&B operated sites by TGP.
   o. Supervise all processing and cooking operations by doing random checks across all F&B operated sites.
8. Financial responsibility
   Actively participate in making the F&B operations department a profitable operation and constantly find ways to maximize revenues. Be creative and eager to come up with new ideas and areas of improvement in cost reduction.
   Responsible for budgeting, financial planning, and cost control to ensure profitability.
   Control cash and other receipts by adhering to cash handling and reconciliation procedures in accordance with company policy.
   Schedule labor as required by anticipating business activities while ensuring that all positions are staffed when and as needed and that labor cost objectives are met.
   Actively participate in defining and planning for the F&B operations department budget.
   Know the actual figures versus budget for sales and costs. Receive from the country director all the data needed to reduce costs and achieve preset targets.

Requirements

1. Required skills, knowledge, and abilities:
• Strong leadership abilities with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills to effectively collaborate with colleagues, employees, and external stakeholders.
• Proven problem-solving and decision-making skills to address challenges and make sound judgments.
• Exceptional time management and organizational skills to prioritize tasks and meet deadlines.
• Sound business acumen with a comprehensive understanding of all operational aspects.
• Proficiency in business software applications, including productivity tools, project management software, and financial analysis software.
• Ability to work well under pressure and adapt to changing circumstances.
• Strong analytical skills to assess data and make data-driven decisions.
• Attention to detail and commitment to maintaining high-quality standards.
• Ability to multitask and manage multiple priorities simultaneously.
• Experience with P&L reporting.
• Knowledge of local and international competitors in food and beverage products.
• Understanding of specific brand cuisine and service standards.
• Experience with restaurant marketing promotions.
• Ability to read and analyze financial reports such as P&L and cost control reports.
• Recruiting, disciplinary, training, coaching ability, and staff development skills.
• Budgeting and forecasting expertise.
• Knowledge of KSA labor laws and dispensary procedures.
• Preparing reports and presentations.
• Evaluating team members.
2. Qualifications and education requirements:
   A bachelor’s degree or equivalent education in luxury hospitality management, culinary arts, culinary science, or related field is required.
3. Work experience:
   Must have at least 10 years of experience in the food services industry with at least 7 years in the same position. Experience in a multi-unit food service company or high-end casual dining venue is preferred.

Benefits

• Five-day work week: standard Monday to Friday schedule.
• Hybrid work arrangement: three days in the office and two days working remotely.
• Incentive plan: company incentive scheme offering up to 10%, 5% for introductions, and 5% for successful closures.
• Annual leave: 22 working days of paid annual leave, excluding weekends.
• Remote work flexibility: one additional week per year to work remotely from your home country, which can be combined with up to two consecutive weeks of annual leave.
• Coaching and mentoring: structured professional development through a dedicated coaching and mentoring program.
• Annual company gathering: a global team event bringing together employees from all offices.
• Employee recognition program: regular recognition initiatives celebrating outstanding performance and contributions.