General Manager – Tea Room

Head of Tea Room Operations / General Manager – Tea Room

Department: Operations / Hospitality

Location: Siliguri, West Bengal

Reports To: Management / Director

Employment Type: Full-time

1. Job Purpose

To oversee the complete operations of the Tea Room and Tea Boutique, ensuring premium guest experiences, smooth daily functioning, high service standards, team performance, revenue growth, and effective coordination between the kitchen, service team, tea specialists, and support staff.

2. Key Responsibilities

A. Tea Room Operations

• Manage the overall day-to-day operations of the Tea Room and Tea Boutique.
• Ensure smooth opening and closing procedures, operational readiness, and service efficiency.
• Maintain high standards of cleanliness, hygiene, ambience, and presentation.
• Ensure compliance with company policies, food safety standards, and operational procedures.
• Monitor the availability and proper handling of tea varieties, food items, equipment, and service supplies.

B. Guest Experience & Hospitality

• Ensure exceptional hospitality and personalized guest service.
• Handle guest feedback, complaints, and service recovery professionally.
• Maintain premium service standards aligned with the brand's identity.
• Oversee tea-tasting sessions, product recommendations, and special guest experiences.
• Build strong relationships with regular guests and corporate customers.

C. Team Management

• Supervise and manage Tea Sommeliers, Tea Baristas, service staff, kitchen staff, housekeeping, and other operational employees.
• Prepare duty rosters, allocate responsibilities, and monitor attendance and punctuality.
• Conduct staff briefings, training, and performance evaluations.
• Ensure proper grooming, discipline, teamwork, and adherence to service standards.
• Coordinate with HR regarding recruitment, onboarding, employee concerns, and disciplinary matters.

D. Sales & Business Development

• Drive Tea Room revenue, tea sales, food sales, and boutique product sales.
• Monitor daily sales, average bills, customer footfall, and repeat business.
• Develop strategies to improve customer engagement, upselling, and cross-selling.
• Promote tea-tasting experiences, seasonal offerings, and special events.
• Identify opportunities to increase profitability and strengthen the brand's market presence.

E. Inventory & Cost Control

• Monitor stock levels of tea, food ingredients, beverages, packaging, and operating supplies.
• Coordinate with the Store In-charge and purchase team for timely procurement.
• Minimize wastage, pilferage, breakage, and unnecessary operational expenses.
• Conduct regular stock verification and monitor expiry dates where applicable.
• Maintain appropriate controls over consumption, stock movement, and inventory records.

F. Kitchen & Service Coordination

• Coordinate with the Head Chef, Commis Chefs, Tea Sommeliers, and service staff.
• Ensure timely order preparation, accurate billing, and smooth service delivery.
• Monitor food quality, portion consistency, presentation, and customer satisfaction.
• Ensure effective communication between the kitchen and front-of-house teams.

G. Financial & Administrative Control

• Monitor daily sales reports, cash handling, billing accuracy, and payment reconciliation.
• Prepare daily, weekly, and monthly operational reports for management.
• Monitor expenses, operating costs, and departmental budgets.
• Coordinate with Finance and Accounts for sales reconciliation, invoices, and related documentation.
• Ensure proper maintenance of operational records and internal controls.

H. Compliance, Safety & Maintenance

• Ensure compliance with applicable FSSAI requirements, hygiene standards, fire safety, and other relevant regulations.
• Maintain equipment, furniture, fixtures, and the overall premises in good condition.
• Coordinate with housekeeping and maintenance teams for timely resolution of issues.
• Ensure safe food handling, pest control, waste disposal, and emergency preparedness.

3. Key Performance Indicators (KPIs)

• Achievement of monthly revenue and profitability targets.
• Improvement in customer satisfaction and repeat visits.
• Service quality, order accuracy, and complaint resolution.
• Inventory accuracy and reduction in wastage.
• Labour cost and operational expense control.
• Staff attendance, productivity, grooming, and retention.
• Hygiene, safety, and compliance audit results.
• Accuracy and timely submission of daily and monthly reports.

4. Qualifications & Experience

• Bachelor's degree or diploma in Hotel Management, Hospitality, Food & Beverage Operations, or a related field preferred.
• Minimum 5–8 years of experience in hospitality, premium cafés, restaurants, luxury lounges, or F&B operations.
• At least 2–3 years of experience in a supervisory or managerial position preferred.
• Experience in premium customer service, team leadership, inventory management, and revenue control.
• Knowledge of POS systems, billing, stock management, and operational reporting.

5. Required Skills & Competencies

• Strong leadership and people-management skills.
• Excellent communication and guest-handling abilities.
• Commercial awareness and revenue-generation mindset.
• Knowledge of food safety, hygiene, and service standards.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage multiple operational priorities.
• Professional grooming, discipline, and a customer-focused attitude.
• Interest in tea culture, tea varieties, tea tasting, and premium hospitality.

6. Authority & Accountability

• Responsible for the overall operational performance of the Tea Room and Tea Boutique.
• Accountable for service standards, team productivity, guest satisfaction, inventory control, and sales performance.
• Authorized to manage routine operational decisions within approved company policies and budgets.
• Must escalate major financial, employee, compliance, and business decisions to management.

7. Working Conditions

• Full-time, on-site role.
• Flexible working hours as required by operational needs.
• Availability during weekends, holidays, special events, and peak business periods as per the approved duty roster.

Work Location: In person