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Operations Manager
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18 Dec 2025
Business Unit: Cardozo House, Goa, ama Stays & Trails
Department: General Management
Description:
About IHCL
Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.
Careers at IHCL
At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.
Job Objective
To lead and oversee all aspects of Qmin operations, ensuring operational excellence, customer satisfaction, and financial performance. To develop and implement strategies that drive revenue growth, optimize resource utilization, and uphold brand standards across all outlets. To build and mentor high-performing teams, foster a customer-centric culture, and ensure compliance with industry regulations and company policies while achieving the brand's business goals.
Essential Job Tasks
Strong leadership and team management abilities.
Proficiency in data analytics and familiarity with delivery platform tools.
Excellent communication, problem-solving, and organizational skills.
Areas of Responsibility
1. Outlet Operations Management:
- Supervise daily operations of QMIN outlets, ensuring adherence to quality, hygiene, and service standards.
- Monitor outlet performance metrics (sales, footfall, and customer satisfaction) and implement corrective actions where needed.
- Optimize staff scheduling and resource allocation to achieve operational efficiency.
2. Delivery Operations Management:
- Collaborate with delivery partners and manage in-house delivery operations to ensure timely and accurate order fulfillment.
- Monitor order flow, delivery times, and customer feedback to identify and address bottlenecks.
- Work with the tech team to improve the app’s operational efficiency and user experience.
3. Customer Experience:
- Maintain high levels of customer satisfaction by addressing complaints and implementing improvements.
- Analyze customer reviews and feedback to refine service strategies for both in-store and delivery channels.
4. Financial Performance & Cost Management:
- Manage budgets and control operational costs, including food, labor, and delivery expenses.
- Track revenue, profitability, and KPIs for both QSR outlets and the delivery app.
- Develop and implement cost-saving initiatives to enhance overall financial performance.
5. Inventory & Supply Chain Coordination:
- Oversee procurement and inventory management for outlets to ensure optimal stock levels.
- Coordinate with the supply chain team for timely replenishment of ingredients and packaging supplies.
- Monitor wastage and implement measures to reduce food and packaging waste.
6. Team Leadership & Training:
- Lead, train, and motivate outlet managers, delivery teams, and customer service staff.
- Foster a performance-driven culture and ensure adherence to company policies and standards.
- Conduct regular training sessions to enhance operational and customer service skills.
7. Data-Driven Decision-Making:
- Use analytics and reporting tools to track performance metrics for outlets and delivery services.
- Generate actionable insights to improve service quality, optimize delivery times, and boost sales.
8. Compliance & Standards:
- Ensure compliance with local food safety, hygiene, and labor laws.
- Conduct regular audits of outlets and delivery processes to maintain quality standards.
9. Collaboration with Marketing & Tech Teams:
- Support marketing campaigns and promotions by aligning operational processes to drive customer engagement.
- Provide feedback to the tech team for app updates and feature enhancements.
Required Qualifications
Bachelor’s degree in Business Administration, Operations Management, or related field.
MBA or equivalent qualification is a plus.
Work Experience
8-10 years of experience in QSR operations, food delivery, or a related industry.
Proven experience managing multiple outlets and delivery operations.
Languages Needed in Position
English
Key Interfaces- External
Vendors, Law Firms and Others
Key Interfaces- Internal
Finance function, business development, compliance and internal audit
Behavioural Competencies
Process Excellence
Result Orientation
Collaborative Engagement
Change Championship
Growth Mindset
Talent Enrichment
Guest Centricity
Personal Effectiveness
Equal Opportunities Employment at IHCL
At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.
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