Operations Manager

West Coast Group; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading hospitality group in Cape Town is seeking an Operations Manager to oversee corporate stores. The ideal candidate will ensure operational excellence, deliver exceptional customer experiences, and manage staff training. They should have a minimum of 5 years of multi-unit management experience in the restaurant industry. This role requires frequent travel and commitment to a 6-day schedule.

Qualifications

• Minimum 5 years of experience in multi-unit management within the hospitality / restaurant industry.
• Proven track record of delivering financial and operational results.
• Strong leadership and coaching skills with the ability to motivate and develop teams.
• Excellent understanding of restaurant financials, systems, and compliance.
• Exceptional communication and problem-solving abilities.
• Willingness to travel frequently and work a 6-day schedule.
• High attention to detail, committed to maintaining brand integrity and customer satisfaction.

Responsibilities

• Ensure and maintain operational standards across stores.
• Oversee day-to-day running of corporate-owned restaurants.
• Deliver exceptional customer experiences and proactively aim for zero complaints.
• Conduct training sessions and structured workshops for staff.

Skills

Multi-unit management experience

Leadership skills

Problem-solving abilities

Financial understanding

Communication skills

Job description

Company Overview

Westcoast Group is a hospitality group managing three dynamic brands: Cape Town Fish Market, Kapstadt Brauhaus, and Happy Folks.

The portfolio includes both corporate-owned and franchise stores, with a focus on operational excellence, exceptional customer service, and sustainable financial growth.

Position

Operations Manager

Location

Cape Town-based with extensive travel across corporate and franchisee stores

Schedule

6 days per week

Purpose of the Role

To ensure and maintain the highest operational standards across corporate stores, including technical detail (tangibles), product quality, hygiene, service, financial health, administration, and customer relations in line with shareholder and brand expectations. To foster and maintain positive employee relations in accordance with relevant legislation, ensuring productive and sustainable working relationships. To safeguard and grow the owners' investment, ensuring a favourable return on investment (ROI) while protecting the brand. To enforce and uphold SEAREX policies and procedures.

Key Responsibilities

• Financial Management

  Maintain brand standards with respect to income and expense models. Generate consistent turnover growth and safeguard net profitability. Ensure food cost, wage percentages, and expense ratios remain within agreed limits. Continuously source better pricing on products and control unnecessary spending. Review and manage P&L for all corporate stores.

• Operations Management

  Oversee the day‑to‑day running of all corporate‑owned restaurants. Ensure General Managers conduct and document all required operational checks. Maintain restaurant standards in line with brand expectations. Monitor and enforce compliance with IT systems and in‑house controls. Achieve a minimum of 90% on Quality, Quantity, Hygiene & Safety Reports and Service Assessments. Identify problematic areas and address them through structured meetings, written communication, and corrective action.

• Customer Experience Management

  Deliver exceptional customer experiences and proactively aim for zero complaints and maximum compliments. Review, understand, and address customer complaints and compliments through training and corrective measures. Drive customer growth by maintaining strong existing relationships and attracting new patrons. Support and execute local marketing initiatives that align with brand goals.

• Training & People Development

  Conduct regular training sessions and structured workshops for management, wait staff, and production staff. Continuously identify training needs and implement programs to build team efficiency and service excellence. Oversee hiring and onboarding of staff in corporate stores. Ensure ongoing training in the following areas: quality checks (opening, mid‑shift, and closing); administration (cash‑ups, financials, in‑house controls); service (steps of service, suggestive selling, customer interaction); product knowledge and consistency; hygiene, food safety, and workplace safety; leadership and management skills. Weekly testing and assessments for all staff to maintain standards.

Candidate Requirements

• Minimum 5 years of experience in multi‑unit management within the hospitality / restaurant industry.
• Proven track record of delivering financial and operational results.
• Strong leadership and coaching skills with the ability to motivate and develop teams.
• Excellent understanding of restaurant financials, systems, and compliance.
• Exceptional communication and problem‑solving abilities.
• Willingness to travel frequently and work a 6‑day schedule.
• High attention to detail, committed to maintaining brand integrity and customer satisfaction.