OPERATIONS DIRECTOR - MULTI-VENUE

Job SummaryThe Operations Director leads TGP International's food and beverage operations across a multi-site, multi-location portfolio, covering venues that TGP owns and operates, venues that TGP operates or manages on behalf of clients, and the F&B operations consultancy delivered to clients on new projects and openings. Every site is run to the same operating principles, standards and disciplines regardless of ownership.This is a commercially creative role first. The Operations Director is expected to grow revenue: to find, test and scale new income streams, to improve trading performance in existing venues, and to bring ideas that make each site more compelling to its market. That sits alongside full accountability for profit and loss, operating standards, guest experience, brand curation and compliance across the portfolio, and for the leadership and development of the venue teams.The role requires regular travel between venue and project locations, with regional and international travel as required. As part of the management team, the Operations Director contributes to company policy and maintains open communication with the Country Director and the company support office.Duties/Responsibilities: Revenue Generation and Commercial CreativityOwn the revenue performance of the portfolio and set the growth plan for each site, covering sales, covers, average spend and revenue mixGenerate and bring forward commercial ideas: new concepts, formats, menus, dayparts, offers, events, partnerships and activations that create measurable incremental revenueIdentify and develop new income streams beyond core trade, such as events and private hire, catering, delivery and off-premise, retail and merchandise, membership, sponsorship and commercial partnershipsLead menu engineering and pricing architecture across the portfolio to grow spend per head and margin without damaging value perceptionBuild and run a test-and-learn approach: pilot ideas at one site, measure them properly against a baseline, and scale what works across the portfolioImprove capacity utilisation, sequencing and yield across trading periods, and target the weak dayparts and days rather than only the strong onesWork with marketing and brand teams to convert footfall and awareness into trade, and ensure that every promotional investment is measured against returnTrack competitor activity, market trends and consumer behaviour, and translate them into commercial action rather than observationBring commercial ideas to the concept and consultancy work, so that TGP's recommendations to clients are creative as well as operationally sound Operations ManagementLead the day-to-day operation of every site in the portfolio, holding General Managers and Ops Managers accountable for performance, standards and compliance at their venue. The same operating principles apply to owned and client sites alikeSet the annual operating plan, trading calendar and standards framework, and ensure each site has an approved budget, labour model, menu and pricing structure and marketing planOperate a fixed performance rhythm across the portfolio: weekly trading review by site, monthly business review, and quarterly portfolio review with the Country DirectorMaintain a single consolidated view of the portfolio covering sales, covers, average spend, cost of sales, labour cost, profit, guest feedback and audit scoresIdentify underperforming sites early, agree a written recovery plan with named owners and deadlines, and follow it through to closureAllocate people, equipment and management attention across locations, and resolve resource conflicts between sitesEnsure consistent execution of recipes, portioning, cooking and service standards across all sites through scheduled and unannounced checksMaintain oversight of goods receiving, storage and stock control at every site, including expiry, spoilage and wastage controlsOversee and coordinate the activities of departments across the business and implement business strategies that deliver company goals and targets F&B Ops ConsultancyDesign and implement F&B projects in line with the client scope of work and deliverables, project plan, timeline and resource allocation, ensuring timely execution and adherence to quality standardsReview feasibility study costing packs, including CAPEX and OPEX, and challenge assumptions that are not operationally deliverable or commercially realisticWork with the wider TGP team across marketing, finance, advisory, branding and operations to align F&B strategy with the client's business objectivesContinuously evaluate F&B processes, identify areas for improvement and implement innovations that improve guest satisfaction and revenueEngage directly with clients and guests to gather feedback, conduct tastings and confirm that service standards meet or exceed expectationsDeliver the agreed TGP outputs for each project, which vary by client scope of work and typically include a briefing workshop document covering: Brand standards versus current operations gap analysis Brand standards versus sequence of service gap analysis Analysis of key findings from site visits and interviews Mystery dining scores and analysis Current KPI performance assessment results SWOT analysis of current operations Initial operational recommendations and revenue opportunitiesEnsure a structured handover between the consultancy team and the operating team wherever a project transitions into TGP management Client and Stakeholder ManagementAct as TGP's senior operational counterpart to venue owners, clients, landlords, partners and third-party F&B operatorsMaintain a working knowledge of the agreement governing each site or project: scope, authority limits, approval thresholds, budget approval process, performance obligations, reporting requirements and notice periodsDeliver each client reporting cycle to the required standard and timetableEscalate in writing, and early, where a client decision, approval or funding delay puts the operating plan, a revenue target or a contractual obligation at riskIdentify additional services and scope changes, ensure they are priced and approved before delivery, and support their invoicing and collectionMonitor the performance of third-party F&B operators against their agreements and address shortfalls formallyBuild long-term client relationships that generate repeat and additional work, and identify growth opportunities within existing accounts Maintaining Standard Operating ProceduresEnsure the TGP Operations Manual, policies and procedures are applied consistently at every siteDo not change any policy, standard or specification of operation without prior approval from senior leadership. Where a change is approved, take full responsibility for its implementation, communication and outcomePropose improvements and commercial innovations through the agreed approval route, so that new ideas are trialled and adopted without compromising brand or safety standardsImplement and maintain the manuals, checklists, audits and production standards that protect the brandKeep site-level documentation, records and version control accurate, current and accessible Brand CurationConduct a rolling review of KPIs, guest feedback and market trends, and use it to shape the brand and cuisine mixSet target brands, cuisines and brand mix by site and by pod, with a clear commercial rationale for eachMaintain strong relationships with F&B operators and brand owners across the market, and build a live pipeline of brands for future sitesUpdate the market brand mix list on a monthly basisDevelop and implement a brand curation strategy plan on a quarterly basis Decision Making and ReportingReview F&B operator and pod performance on a weekly and monthly basisCommission monthly mystery shopper audits, quality audits and service period reports across the portfolioReview profit and loss performance monthly, by site and consolidated for the portfolioProduce a monthly action plan setting out updates, corrective actions, revenue initiatives and areas of improvement against company targetsHold weekly meetings with stakeholders and clients, and record decisions and actions Financial ResponsibilityHold profit and loss accountability for the operated portfolio, and fee, margin and cost accountability for managed and consultancy workLead budgeting, financial planning, forecasting and cost control for the F&B Operations department and for each siteKnow actual performance against budget for sales and costs at all times, and act on variancesControl food, beverage and labour cost against agreed targets, including stock, wastage, recipe costing and yieldSchedule labour against forecast business levels so that all positions are covered and labour cost objectives are metControl cash and other receipts in line with company cash handling and reconciliation procedures at every siteApprove operating expenditure within delegated authority and challenge spend that does not deliver a returnBuild the commercial case for revenue and capital investments, and measure delivered return against the case that was approvedSupport the timely invoicing and collection of fees, reimbursable costs and additional services Guest Service QualityEnsure that all guests receive responsive, friendly and courteous service to the standards set for all indoor and outdoor areas across every siteVerify that the food and beverage quality delivered by all operators meets the SOP standardsOwn the guest feedback framework, covering review platforms, social media, the guest database and complaint resolution, and ensure responses are timely and consistentBuild and use the guest database commercially, to drive repeat visits, loyalty and direct bookingsParticipate personally in resolving customer complaints and be visible with guests during site visitsMaintain crowd management and circulation standards across all pods and food hall areasAchieve and sustain the guest feedback score targets set annually for each site H&S, Cleaning and MaintenanceEnsure the H&S manual and SOPs are followed by all F&B operators across every siteConduct monthly H&S audit reports with the Hygiene Manager and coordinate third-party auditsEnsure deep cleaning schedules and checklists are completed to the calendar, and that every site is clean, sanitised and presentableMaintain a preventive maintenance programme, using maintenance sheets and checklists, and repair equipment within an acceptable budgetProtect asset condition and value across the portfolio, particularly kitchen equipment, and report deterioration of furniture and fixtures promptly Compliance and LicensingEnsure every site holds and maintains the licences, registrations and approvals required to trade, including commercial registration, municipality, civil defence and food handling requirementsEnsure compliance with food safety requirements and inspection regimes in each operating market, and that internal audits are completed ahead of external inspectionEnsure compliance with local labour law, workforce nationalisation requirements, wage protection and working hours obligations in each market of operationMaintain the F&B operational risk register, covering food safety, health and safety, security, licensing, cash handling and business continuityEnsure incidents are reported, investigated and closed out, with lessons applied across all sites People Leadership and ResourcingLead, coach and develop the venue and departmental leadership teams, and set clear objectives and performance expectationsMonitor and evaluate employee performance, provide guidance and support, and address underperformance promptlySupport the recruitment, selection, onboarding, training and development of team members with People and CulturePlan workforce requirements across the portfolio, including nationalisation commitments and the mobilisation of new sitesBuild local leadership succession and reduce single-person dependency at each siteCreate an environment in which the teams bring commercial ideas forward, and recognise those that deliver resultsConduct regular team meetings and communicate goals, objectives and policies clearly Mobilisation, Openings and TransitionsProvide operational and commercial input to concept, design, kitchen and back of house planning before decisions are finalisedOwn operational readiness for new openings and for sites transferring into TGP management, covering recruitment, training, licensing, systems, supply chain, opening stock and the soft opening planTake formal handover from the project team at an agreed readiness gate, with a documented snag and risk positionLead post-opening stabilisation, drive the venue to its trading targets, and complete a lessons learned review that informs the next opening Travel and Site PresenceTravel regularly between venue and project locations, with regional and international travel as requiredMaintain a published site visit schedule and a consistent site visit report formatExercise portfolio oversight in person on site, and not through reporting aloneRequirementsRequired Skills/Knowledge/Abilities:Commercial creativity: a demonstrable track record of generating ideas that turned into revenueStrong revenue and margin instincts, including menu engineering, pricing, promotions and yield managementStrong leadership ability, with the capacity to motivate and develop teams across multiple locationsExcellent communication and interpersonal skills with colleagues, employees, clients and external stakeholdersSound business acumen and commercial judgement across all operational aspectsProven problem solving and decision making under pressure and with incomplete informationAbility to read and analyse financial reports, including P&L, cost control and labour reportsBudgeting and forecastingContract and agreement literacy, including authority limits, approval thresholds and reporting obligationsMulti-site planning, prioritisation and time management, including the discipline to manage by exceptionStrong analytical skills to assess data and make evidence-based decisionsEPOS and hospitality systems, together with productivity, project management and financial softwareLocal and international competitor knowledge of food and beverage productsSpecific brand cuisine and service standardsRestaurant marketing, promotions and activationRecruitment, training, coaching, development, evaluation and disciplinary abilityWorking knowledge of labour law and disciplinary procedures in the markets of operationPreparing reports and presentationsAttention to detail and commitment to maintaining high quality standardsAbility to work well under pressure, adapt to changing circumstances and travel frequentlyQualifications And Education RequirementsA Bachelor's degree or equivalent qualification in hospitality management, culinary arts, business or a related fieldFluent written and spoken English. A second language relevant to the market of operation is an advantageEligible to work in the market of appointment and able to travel regularly to venue and project locationsWork ExperienceA minimum of 10 years in the food services industry, including at least 5 years at Operations Director or equivalent multi-site leadership levelProven experience running a multi-unit or multi-venue portfolio, with demonstrable profit and loss ownershipEvidence of delivering revenue growth: like-for-like sales improvement, spend per head growth, or new income streams built and scaledExperience of concept development, new formats or new revenue propositions taken from idea to tradingExperience operating or managing venues on behalf of third-party owners, alongside directly owned operationsExperience of new openings and mobilisation, from pre-opening through to post-opening stabilisationExperience in a multi-unit food service company, food hall, or high-end casual dining environment is preferredPlease send your email to:Ryan.Waddell@tgpinternational.com