Operations Manager

4 days ago

London W RE, United Kingdom Canal Full time

Operations Manager - Mason & Fifth, Westbourne Park, including Canal Restaurant.

We are seeking an experienced Operations Manager to oversee the day-to-day running of our multi-outlet site, ensuring exceptional service delivery, seamless operational performance, and strong financial results.

This role reports to the Operations Director and is responsible for leading operations across a 70-cover restaurant with a 50-cover terrace, Meadow Workspace catering, and breakfast/bar service on the Upper Ground Floor. The Operations Manager will play a critical role in elevating guest experience, driving revenue, and presenting weekly operational and financial updates to internal and external stakeholders.

Key Responsibilities

Operational Leadership

  • Oversee all front-of-house and back-of-house operations across the restaurant, terrace, workspace catering, and Upper Ground Floor service areas.
  • Ensure each outlet delivers consistent, high-quality service aligned with the Mason & Fifth brand ethos.
  • Maintain strong floor presence, supporting teams during peak service periods.
  • Develop and implement SOPs to ensure efficiency, consistency, and compliance.
  • Coordinate with the culinary, events, and front desk teams to ensure seamless cross-departmental collaboration.

Financial Management

  • Monitor and manage daily, weekly, and monthly financial performance across all revenue centres.
  • Lead weekly operational and financial presentations to stakeholders, communicating performance insights, challenges, and opportunities.
  • Support budgeting, forecasting, labour planning, and cost control measures.
  • Analyse revenue trends, upselling performance, and guest feedback to drive continuous improvement.

Team Management & Development

  • Lead, mentor, and inspire a diverse team including restaurant staff, bar team, catering team, and support staff.
  • Recruit, onboard, and train team members in accordance with company standards.
  • Create a positive, collaborative working environment that promotes growth and accountability.
  • Manage rota planning, performance reviews, and ongoing professional development.
  • A champion of Employee Relations ensuring best practices are followed, proactively addressing issues, and maintaining clear and accurate records.

Guest Experience

  • Ensure a welcoming, polished, and community-driven atmosphere across all spaces.
  • Resolve guest complaints swiftly, professionally, and empathetically.
  • Maintain strong relationships with regular guests and key clients, especially within Meadow Workspace.

Health, Safety & Compliance

  • Ensure all outlets meet health and safety, food hygiene, and licensing requirements.
  • Maintain cleanliness, equipment functionality, and adherence to all operational policies.
  • Conduct ongoing risk assessments and staff training to ensure compliance.

Stakeholder Management

  • Provide clear, concise weekly reports and presentations covering operations, financial performance, staffing, and upcoming opportunities.
  • Collaborate with marketing, events, and brand teams to support promotions, activations, and community initiatives.

Skills & Experience Required

  • Minimum 3–5 years' experience in an operations or multi-outlet management role within hospitality (boutique hotel, restaurant group, or lifestyle brand preferred).
  • Strong financial acumen with experience delivering operational reporting and performance analysis.

INDMANAGE

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