SW Operations Director

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Reports to: Managing Director

Department: Operations

Location: South West England (Multi-site)

Purpose of the Role

To oversee the day-to-day operations of multiple restaurants and to achieve outstanding results and to maintain and develop the principles and values of the Ivy collection across all aspects of our business, our people, our guest, food, service, health & safety, financial and maintaining our restaurants.

Key Responsibilities

• Maintain and deliver excellent brand standards, through thorough understanding and delivery of the company culture, values and offerings.
• Lead and inspire your team to achieve outstanding levels of hospitality.
• Lead P&L accountability for all sites managed by effective delegation and auditing of General and Operations Managers and their teams.
• Proactive driving of employee selection, training and welfare with the aim of delivering industry-leading team retention.
• Responsible for all aspects of the businesses, back of house & front of house.
• Direction of General and Operations Managers to ensure efficient implementation of new menus.
• Overseeing and putting systems in place to ensure necessary maintenance checks on buildings and equipment.
• Championing and inspiring quality recruitment at site level. Also interviewing senior levels of new openings and existing restaurants.

Service

• Support and direct General & Operations Managers to deliver excellent service, leading by example and ensuring standards are delivered.
• Meet area and general managers regularly - review & coach their leadership
• Be present regularly in the restaurants during service times including evenings and weekends in order to review operational standards & service delivery.
• Feedback constructively on all of aspects of the operations.
• Keep fully abreast of standards and product and ensure any changes or issues are communicated to the relevant head office department.
• Manage your time effectively ensuring all sites are visited regularly, but according to priorities.
• Ensure your teams are committed to exceeding guest expectations at all times, which will be reflected in your Mystery Diner results.
• Oversee all menu changes ensuring smooth execution in all sites.
• Attend, observe and feedback regarding staff briefings to ensure 100% focus on service quality
• Ensure all guest feedback and complaints are responded to within 24 hours.

Financial

• Act like a business owner with a focused approach to driving sales whilst being fully aware of costs, profits, resources, the competitive environment and all other commercial aspects, in order to exceed your area KPI's.
• Ensure all sites are aware of financial policies and procedures; staff employment and payment of staff wages.
• Ensure resolution of any financial issues that HO may have with any of the sites in the first instance.
• Ensure travel and accommodation costs are minimized wherever possible.
• Have full accountability for the control of all stock within your area ensuring that products are always available, stock control procedures are strictly followed and GP targets are achieved.
• Have full and detailed knowledge of Comtrex and be able to fully utilise its functions.
• Ensure all stock control systems are in place - eg the recording of all food wastage (Comtrex) and implementation of line checks per company guidelines.
• Check weekly stock takes carefully ensuring they are fully accurate and any variances are investigated and actioned.
• Must do one stock take per week alongside the team rotating a different site each week.
• Ensure Management/Team rota's are prepared in accordance with company guidelines, ensuring that the restaurant is appropriately and efficiently staffed at all times, and labour targets are achieved.
• Make sure dishes are being presented in both Back of House and Front of House briefings and allergens are being correctly explained.

People

• Recognize and celebrate success in individuals and also the greater team on a daily basis.
• Foster good relations, effective communication and team work between Front of House and Back of House teams.
• Identify and address the recruitment needs of the business using all tools and resources available, ensuring that the capability and suitability of those recruited is in line with delivering our brand standards.
• Oversee the training of all team members at all levels utilising company training materials and ensuring competency levels are achieved, staff files are in good order and E-learning is completed within the required timeframe.
• Spot talent, encourage succession planning and deploy training and development resources accordingly.
• Participate in Appraisals and Performance Management for all General Managers and Operations Managers, ensuring that they receive regular and appropriate training and development relevant to their job description and needs
• Ensure every employee is fully performance managed throughout their career.
• Ensure your sites are holding monthly team meetings involving the entire team to cascade information, and ensure they are fully aware of the current performance / targets of the restaurant.
• Ensure that the Ivy Collection culture and values are promoted and championed accordingly
• Adhere to all Company HR Policies and address any ER situations, ensuring that you follow the guidelines set out in the Staff Handbook and always seek/follow advice from the agreed resources.
• Maintaining a favorable working relationship with all employees to promote a harmonious working environment in order to facilitate positive employee morale.

About you:

• You have proven previous experience managing a large, structured team in a high-paced, high-volume restaurant
• You'll lead by example, inspiring and mentoring your team to work as one and making sure morale and welfare stays as high as the standard of service at all times
• You have the confidence go the extra mile
• You love to wow guests with exceptional service
• You have excellent English language skills

About us:

We know how to have a good time - we love what we do. The key ingredient to our success is our dedicated, talented people - and we love nothing more than to help them to flourish in a supportive environment where they are respected and valued. We encourage individuality and celebrate the diversity of our people. We search for people who know what exceptional looks like and are ready to bring their passion and commitment to each and every service. It's the Ivy way.