Operations Manager

Operations Manager – Spicy Sombrero

Position Overview

The Operations Manager is responsible for overseeing and managing the day-to-day operations of Spicy Sombrero, ensuring smooth, efficient, and profitable restaurant operations while maintaining the high standards, energy, hospitality, and brand identity of the restaurant.

The role requires a hands-on and highly visible leader who can manage both Front of House (FOH) and Back of House (BOH) operations, lead and motivate the team, drive sales, control costs, maintain operational standards, and ensure every guest receives an excellent dining experience.

The Operations Manager will work closely with the Company/Ownership to execute operational plans, achieve sales and profitability targets, develop staff, improve restaurant performance, and ensure that Spicy Sombrero consistently delivers a lively, welcoming, and high-energy Mexican dining experience.

Key Responsibilities

1. Restaurant Operations

• Take overall responsibility for the smooth and efficient daily operation of the restaurant.
• Oversee all FOH and BOH operations during operating hours.
• Ensure all opening, closing, shift-change, cleaning, and operational procedures are properly followed.
• Develop and manage staff schedules based on business requirements, sales forecasts, and staffing levels.
• Monitor staff attendance, punctuality, grooming, uniforms, and overall work performance.
• Conduct regular floor checks and ensure the restaurant is clean, organized, properly maintained, and ready for service.
• Ensure all restaurant equipment, facilities, furniture, and operational areas are maintained to Company standards.
• Identify operational problems and implement practical solutions quickly and effectively.
• Ensure compliance with all applicable health, safety, hygiene, food safety, and liquor regulations.

2. Team Leadership & Staff Management

• Recruit, train, supervise, coach, and evaluate restaurant staff.
• Establish clear expectations for service, performance, attendance, behavior, and professionalism.
• Conduct regular pre-shift briefings and ensure the team is fully informed of daily priorities, promotions, reservations, VIP guests, and operational matters.
• Develop staff through continuous training, coaching, and cross-training.
• Maintain discipline, staff morale, teamwork, and a positive workplace culture.
• Address performance issues promptly and implement corrective action when required.
• Identify high-performing employees and support their development and progression within the Company.
• Work with ownership on staffing requirements, recruitment, disciplinary matters, and employee retention.

3. Guest Experience

• Ensure consistently high standards of hospitality, service, food presentation, beverage service, and overall guest experience.
• Be highly visible and engaged on the restaurant floor, particularly during peak operating periods.
• Personally handle escalated guest complaints and service recovery situations professionally.
• Monitor guest feedback, online reviews, and recurring service issues.
• Develop and implement practical improvements to increase guest satisfaction and repeat business.
• Ensure the restaurant maintains the lively, friendly, welcoming, and energetic personality of the Spicy Sombrero brand.
• Ensure staff actively engage with guests while maintaining appropriate professionalism and service standards.

4. Sales & Revenue Management

• Take an active role in achieving the Company's daily, weekly, and monthly sales targets.
• Monitor daily sales performance and identify opportunities to increase revenue.
• Track average check, table turnover, beverage attachment, upselling, and other relevant sales indicators.
• Coach FOH staff on suggestive selling, upselling, cocktails, beverages, desserts, specials, and other revenue-generating opportunities.
• Monitor sales performance by day, time period, product category, and channel.
• Identify periods of low sales and implement appropriate operational or promotional initiatives in coordination with ownership.
• Monitor delivery sales through platforms including Grab and LINE MAN.
• Ensure all promotions, special events, happy hours, and sales initiatives are properly executed.

5. Financial & Cost Control

• Monitor restaurant operating costs and ensure spending remains within Company-approved budgets.
• Monitor labor costs and optimize staffing levels according to business volume.
• Oversee cash handling procedures and ensure proper cash controls are followed.
• Ensure accurate POS operation, billing, discounts, voids, refunds, complimentary items, and payment procedures.
• Review daily sales reports and investigate discrepancies or unusual transactions.
• Monitor food and beverage costs, wastage, breakage, and inventory variances.
• Work closely with the kitchen and bar teams to maintain Company-approved food and beverage cost targets.
• Identify opportunities to reduce unnecessary costs without compromising guest experience or product quality.
• Prepare and submit required operational and financial reports to ownership.

6. Beverage & Bar Operations

• Take active responsibility for the performance and profitability of the beverage operation.
• Monitor beverage sales, beverage cost, inventory levels, wastage, breakage, and stock variances.
• Ensure proper receiving, storage, issuing, and recording of alcoholic and non-alcoholic beverages.
• Monitor cocktail, beer, wine, and non-alcoholic beverage performance.
• Work with the bar team to improve beverage sales and guest engagement.
• Ensure cocktail recipes, portion controls, presentation standards, and pricing are consistently followed.
• Coordinate with beverage suppliers and assist with supplier negotiations and promotional activities where required.
• Support and execute weekly beverage promotions, happy hours, cocktail promotions, and other beverage-driven initiatives.
• Monitor promotional performance and provide recommendations to ownership.

7. Inventory & Supplier Management

• Coordinate regular food, beverage, and operating supply inventory counts.
• Monitor stock levels and ensure appropriate ordering based on business requirements.
• Identify slow-moving, excess, damaged, or expired inventory.
• Investigate inventory discrepancies and wastage.
• Coordinate with approved suppliers regarding deliveries, quality issues, shortages, and operational requirements.
• Ensure all deliveries are properly checked, recorded, stored, and handled according to Company procedures.

8. Marketing & Promotions

• Work closely with ownership and/or the Company's marketing team to execute restaurant promotions and marketing initiatives.
• Ensure all promotions are correctly communicated to staff and consistently implemented.
• Support the creation of engaging restaurant content for Instagram, Facebook, TikTok, and other relevant social media platforms.
• Capture or coordinate photos and videos of food, cocktails, events, guests, and restaurant activities when appropriate.
• Assist with planning and execution of events, collaborations, influencer visits, media visits, and promotional activations.
• Monitor customer engagement and provide feedback on promotions and marketing activities.
• Proactively identify opportunities to increase restaurant visibility, foot traffic, and sales.

9. Systems & Technology

• Ensure effective use of the restaurant POS system and related management systems.
• Maintain accurate use of FoodStory/Wongnai POS and relevant back-office systems.
• Monitor Grab, LINE MAN, and other delivery platforms.
• Ensure menu items, prices, promotions, availability, and operating hours are accurately reflected across relevant platforms.
• Utilize restaurant technology and reporting systems to monitor operational and sales performance.
• Ensure staff are properly trained on systems relevant to their roles.

10. Reporting & Communication

• Provide regular daily and weekly operational reports to ownership as required.
• Report on sales performance, staffing, labor costs, inventory, wastage, guest feedback, operational issues, and promotions.
• Immediately escalate significant operational, staffing, financial, safety, or guest-related issues to ownership.
• Maintain clear and professional communication with ownership, suppliers, staff, and other stakeholders.
• Attend management meetings and provide recommendations for improving restaurant performance.

Required Qualifications

• Minimum 5 years of restaurant or hospitality management experience.
• Proven experience managing FOH and BOH restaurant operations.
• Strong leadership and team-management skills.
• Demonstrated ability to manage sales, labor, inventory, and operating costs.
• Strong understanding of restaurant financial and operational controls.
• Experience with POS systems, inventory systems, delivery platforms, and HR management systems.
• Experience with FoodStory/Wongnai POS, Grab, and LINE MAN is preferred.
• Fluent in English.
• Conversational Thai preferred.
• Strong computer and reporting skills.
• Must be highly organized, proactive, hands-on, and comfortable working in a fast-paced restaurant environment.

Preferred Experience & Skills

• Experience in semi-casual dining, casual dining, bars, taquerias, Mexican restaurants, or lifestyle F&B concepts.
• Strong beverage and bar operations experience is highly preferred.
• Experience managing cocktail programs, promotions, and beverage sales.
• Experience with restaurant openings or pre-opening operations is an advantage.
• Strong sales and upselling skills.
• Excellent interpersonal and communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to motivate and manage a diverse team.
• Ability to remain calm and effective under pressure.
• Commercially minded with a strong understanding of restaurant profitability.
• Energetic personality and ability to represent the Spicy Sombrero brand.

Work Conditions

• Full-time, restaurant-based position.
• Shift-based work including evenings, weekends, and public holidays.
• Must be available during peak operating periods and special events.
• Standing and walking for extended periods.
• Must be comfortable working in a high-volume, fast-paced hospitality environment.
• May be required to work additional hours when operationally necessary, particularly during special events, promotions, or periods of high business volume.

Performance Expectations & KPIs

Performance will be evaluated based on the Company's operational requirements and KPIs, which may be reviewed and adjusted by the Company from time to time.

Key performance areas include:

• Achievement of Company sales targets.
• Improvement and maintenance of average check and beverage sales.
• Effective execution of promotions and revenue-generating initiatives.
• Control of food, beverage, labor, and operating costs within Company-approved targets.
• Accurate inventory management and minimization of wastage and stock discrepancies.
• Consistent service quality and guest satisfaction.
• Effective staff recruitment, training, retention, and performance management.
• Staff attendance, punctuality, discipline, and productivity.
• Accurate and timely operational and financial reporting.
• Effective restaurant cleanliness, maintenance, and operational execution.
• Compliance with Company SOPs, health, safety, hygiene, and legal requirements.
• Strong beverage sales performance and promotional execution.
• Effective management of delivery and digital sales channels.
• Positive contribution to the overall growth, reputation, profitability, and success of Spicy Sombrero.

Reporting Structure

Reports to: Company / Ownership

Directly responsible for: Restaurant FOH and BOH operations, including supervisors, service staff, bar staff, kitchen staff, and other restaurant employees as assigned by the Company.

Overall Objective

The Operations Manager is expected to be a hands-on leader who takes ownership of the restaurant's daily performance and ensures that Spicy Sombrero operates efficiently, profitably, and consistently.

The successful candidate will combine strong operational discipline with excellent hospitality, commercial awareness, team leadership, and the energy required to build Spicy Sombrero into a distinctive and successful Mexican restaurant brand.