Job Position: Group Operations Manager
Department: Operations
Reports to: Founder & Director
Location: Jakarta
Role Overview
The Group Operations Manager will oversee day-to-day outlet performance across all Panna Hospitality Group brands (Gaise Brunch & Bistro, Sutbul Korean Dining, 3 Times Bakery & Kopitiam, Sunny Side Spot, and upcoming outlets). This role ensures operational excellence, SOP compliance, staff productivity, and customer satisfaction while driving consistency across outlets.
As PHG expands, the Operations Manager will build scalable operational systems, coach outlet managers, and act as the execution arm that ensures every outlet runs profitably and consistently.
Key Responsibilities:
1. Operational Excellence
Lead and oversee outlet managers across all brands.
Ensure SOP compliance in service, food safety, and guest experience.
Standardize daily checklists, opening/closing routines, and reporting.
2. People Leadership
Recruit, train, and develop outlet-level managers and staff.
Drive a culture of accountability, teamwork, and adherence to PHG's values (Grow Together, Brutal Honesty, Purpose-Driven, Agile Actions, Thirst for Learning).
Implement scheduling and labor optimization.
3. Performance Management
Monitor outlet KPIs: sales per m², labor %, COGS variance, customer feedback scores.
Conduct weekly performance reviews with outlet managers.
Identify underperforming outlets/teams and implement turnaround plans.
4. Guest Experience
Ensure consistent guest experience across brands and outlets.
Act on guest feedback promptly (online and offline).
Collaborate with Marketing to align campaigns with operational readiness.
5. Expansion Support
Support pre-opening (recruitment, training, SOP setup) for new outlets.
Lead operational ramp-up during the first 90 days of new launches.
Ensure new outlets achieve operational readiness and consistency within timeline.
Key Requirements
- 5–7+ years in F&B or hospitality operations (multi-outlet experience preferred).
- Proven track record in managing outlet teams and achieving performance targets.
- Strong leadership and people management skills.
- Hands-on, detail-oriented, able to enforce SOPs.
- Experience in opening new outlets is a strong advantage.
- Fluent in Bahasa Indonesia; English is an advantage.
- KPIs (Key Performance Indicators)
- Operational Metrics: Labor cost <20%, COGS="" variance="" within="" 1–2%="" of="" standard.<="" li="">
- Customer Metrics: NPS / satisfaction scores above target.
- People Metrics: Staff turnover rate <15% annually;="" outlet="" managers="" developed="" internally.<="" li="">
- Revenue Metrics: Each outlet meets/exceeds monthly sales and profitability targets.
- Expansion: New outlets open on time and reach operational stability within 3 months.
Ideal Candidate Profile
- A doer who thrives in high-paced, multi-brand environments.
- Strong communicator who can hold outlet managers accountable.
- Obsessed with execution, details, and consistency.
- Balances empathy for teams with firmness in enforcing standards.
- Passionate about hospitality and guest experience.
Additional Note:
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