Operations Manager (Drive-Thru Cafes)

Client of S&K HR Consulting

Key Responsibilities

• Analyze menu items using Menu Engineering Matrix (Stars, Plowhorses Puzzles, Dogs).
• Track food cost percentage, contribution margin, and profitability of each item.
• Recommend menu adjustments
• Removing low-performing items
• Repricing based on costing
• Enhancing visuals and descriptions
• Introducing high-margin items
• Coordinate with barista/chef teams to improve quality and consistency.
• Work with marketing to update menu designs, photos, and Talabat/Deliveroo listings.
• Ensure accurate cost control, recipe standardization, and wastage reduction.
• Oversee day-to-day caf operations to ensure excellence in service, product quality, cleanliness, and efficiency.
• Implement and monitor operational SOPs to maintain consistency across all branches.
• Train, guide, and supervise the operations team to achieve performance targets.
• Develop and execute strategies to increase daily sales, upselling, cross-selling, and customer traffic.
• Analyze sales reports to identify trends and opportunities for improvement.
• Work closely with branch managers to implement weekly and monthly sales action plans.
• Ensure product availability, menu performance analysis, and coordination with marketing for promotions.
• Train and evaluate staff to ensure high performance and strong customer engagement.
• Conduct regular coaching sessions with baristas, cashiers, and shift leaders.
• Create a positive working environment that encourages teamwork, productivity, and accountability.
• Ensure top-level service standards, product consistency, and strict hygiene compliance.
• Handle escalated customer complaints professionally and ensure quick resolution.
• Maintain visual standards, ambiance, and caf presentation at all times.
• Monitor inventory levels, wastage, ordering patterns.
• Reduce operational costs without compromising quality.
• Ensure accurate forecasting of weekly and monthly stock requirements.
• Ensure compliance with UAE municipality food safety standards and caf internal policies.
• Conduct regular audits on cleanliness, health & safety, and equipment maintenance.
• Prepare weekly and monthly reports on sales, labor productivity, customer feedback, and operational challenges.
• Set KPIs and ensure targets are met across all branches.
• Identify areas for operational improvements and implement corrective actions.