Operation Manager

JOB DESCRIPTIONOPERATIONS MANAGER – CANTEEN & FOOD SERVICESPosition DetailsDesignation: Operations Manager – Canteen & Food Services

Department: Operations / Food & Hospitality Services

Industry: Institutional Catering / Corporate Canteen / Hospitality

Reporting To: Senior Management / General Manager – Operations

Location: As per business requirement

Experience: 10–12+ years in institutional catering, industrial canteen, corporate cafeteria, hospital catering, or hospitality operations

1. POSITION PURPOSEThe Operations Manager will be responsible for the overall management, performance, quality, profitability, and smooth functioning of multiple canteen and food-service operations.

The position requires a highly experienced and professional leader who can manage large-scale food operations, manpower, food quality, client relationships, statutory compliance, cost control, hygiene standards, and operational excellence.

The Operations Manager will act as the key link between SLP Hospitality management, clients, site teams, vendors, chefs, supervisors, and operational staff.

• 2. KEY RESPONSIBILITIESA. Overall Operations ManagementManage and supervise day-to-day canteen and catering operations.
• Ensure smooth, efficient, and uninterrupted food-service operations.
• Develop and implement SOPs, operational systems, checklists, and service standards.
• Monitor performance of multiple sites/units as assigned.
• Conduct regular site visits and operational audits.
• Identify operational gaps and implement corrective and preventive actions.
• Ensure all services are delivered according to agreed client requirements and company standards.
• B. Food Quality & SafetyEnsure consistent food quality, taste, presentation, portion control, and service standards.
• Ensure strict compliance with FSSAI, food safety, hygiene, sanitation, and applicable statutory requirements.
• Monitor receiving, storage, preparation, cooking, holding, serving, and disposal processes.
• Ensure proper temperature control and food safety practices.
• Conduct regular hygiene and food-safety inspections.
• Take immediate corrective action in case of quality or hygiene deviations.
• Coordinate with quality/food-safety teams for audits and compliance.
• C. Client & Customer Relationship ManagementMaintain professional relationships with clients and key stakeholders.
• Attend client meetings and operational review meetings.
• Understand client expectations and ensure timely resolution of concerns.
• Handle complaints professionally and ensure root-cause analysis and corrective action.
• Prepare and present operational reports to clients and senior management.
• Work towards achieving high levels of customer satisfaction.
• D. Manpower ManagementPlan manpower requirements according to operational needs.
• Ensure proper deployment of chefs, supervisors, stewards, pantry staff, housekeeping, utility staff, and other personnel.
• Monitor attendance, discipline, grooming, performance, and productivity.
• Conduct training and development programs for operational employees.
• Identify high-performing employees and develop future supervisory talent.
• Ensure adequate manpower availability during peak hours and special events.
• E. Cost Control & ProfitabilityMonitor food cost, manpower cost, consumable cost, wastage, and operational expenses.
• Implement effective cost-control measures without compromising food quality.
• Monitor food and material consumption against approved norms.
• Control food wastage, pilferage, overproduction, and unnecessary expenses.
• Review unit-wise profitability and identify areas for improvement.
• Support management in budgeting, forecasting, and financial planning.
• F. Procurement & Inventory ManagementCoordinate with procurement and stores teams for timely availability of materials.
• Ensure proper stock levels and avoid overstocking or stock-outs.
• Monitor FIFO/FEFO practices and expiry control.
• Verify quality of incoming food materials and consumables.
• Monitor vendor performance and material quality.
• Ensure proper documentation of inward, outward, and stock transactions.
• G. Team LeadershipLead and motivate site-level operational teams.
• Establish clear responsibilities and accountability.
• Conduct regular team meetings and performance reviews.
• Develop a professional and service-oriented culture.
• Resolve employee and operational issues effectively.
• Build a strong leadership pipeline among supervisors and unit managers.
• H. Compliance, Documentation & AuditsEnsure compliance with applicable labour, food safety, statutory, and client requirements.
• Maintain all required operational records and documentation.
• Coordinate internal and external audits.
• Ensure timely closure of audit observations.
• Monitor licenses, certificates, training records, medical fitness records, and other required documentation.
• I. Business & Process ImprovementIdentify opportunities to improve operational efficiency and customer experience.
• Introduce innovative food-service concepts and operational practices.
• Improve productivity through effective manpower and resource planning.
• Develop systems for reducing wastage and improving service speed.
• Support management in new-site mobilization and project implementation.

3. KEY PERFORMANCE INDICATORS (KPIs)The Operations Manager will be evaluated on:

• Client satisfaction and retention
• Food quality and consistency
• Food safety and hygiene compliance
• Operational efficiency
• Food and material cost control
• Manpower productivity
• Reduction in food wastage
• Unit profitability
• Audit performance
• Complaint resolution time
• Timely submission of reports
• Employee retention and team performance
• Compliance with company SOPs
• Successful implementation of new projects/sites
• 4. REQUIRED SKILLS & COMPETENCIESProfessional SkillsStrong knowledge of institutional catering and large-scale food operations
• Excellent leadership and people-management skills
• Strong client-handling and communication skills
• Excellent knowledge of food safety and hygiene
• Strong financial and cost-control understanding
• Ability to manage multiple locations and large teams
• Strong analytical and problem-solving ability
• Good knowledge of MS Excel, Word, PowerPoint, and operational reporting
• Leadership CompetenciesStrategic thinking
• Decision-making ability
• Ownership and accountability
• Crisis management
• Negotiation skills
• Conflict resolution
• Team building
• Professional communication
• Time management
• Result-oriented approach

5. EDUCATIONAL QUALIFICATIONPreferred Qualification:

• Degree/Diploma in Hotel Management / Hospitality Management / Catering Technology / Food & Beverage Management.
• MBA in Operations / Hospitality Management will be an added advantage.

Experience:

• Minimum 10–12 years of relevant experience in institutional catering, industrial canteen, corporate food services, hospital catering, hotel operations, or similar large-scale food-service operations.

6. PERSONAL ATTRIBUTESThe ideal candidate should be:

• Highly professional and well-groomed
• Responsible and disciplined
• Customer-focused
• Commercially aware
• Strong in leadership and team management
• Flexible to travel between operational sites
• Capable of working under pressure
• Proactive and solution-oriented
• Strong in communication and presentation
• Committed to quality, hygiene, safety, and service excellence

7. ROLE EXPECTATIONThe Operations Manager is expected to take complete ownership of assigned canteen operations, ensure operational excellence, maintain strong client relationships, control costs, develop high-performing teams, and consistently deliver premium-quality food and hospitality services.

The candidate should demonstrate the ability to operate at a senior management level, independently handle operational challenges, and contribute to the company's growth, profitability, and reputation.

Key Focus:“Operational Excellence | Food Safety | Client Satisfaction | Cost Control | Team Leadership | Profitability | Continuous Improvement”