Head of Central Operations

**Role: Head of Central Operations** **Salary: £75,000 + Bonus + Benefits** As part of an overall Central operations team and working closely with the COO, the role will ensure the seamless execution of all operational initiatives across our restaurants. This role is a senior role within the business and is responsible for identifying, co-ordinating, executing and delivering operational excellence to the wider operations team. You will have extensive experience of area/regional restaurant operations and display excellence & understanding in all our restaurant operational functions. You will be passionate about service excellence; live and breathe the learning & Development of people and you’ll have real operational credibility within your peers group. Reporting directly to the COO, this role will head up all our Central Operational functions, the role of Projects and change manager and Central Ops Admin will report into this role. Key Accountabilities: **In-restaurant bookings strategy (LiveRes)** - The HOCO will be fully accountable for the strategy and delivery of our in-restaurant bookings strategy. - Own the platform of LiveRes, the non-contractual account relationship with LiveRes account manager (which is currently not there), the ongoing training program of RMs, Champions and Site GMs along with building a 2-year plan of elevation in our use of the booking platform at operational level. - Work with IT and L&D to build a clear program of upskilling while working with the Account manager in exploring system opportunities and enhancement which we have yet to explore in the system. - Work alongside the commercial and digital team in aligning the booking platform with our “Guest journey” enhancements and Digital tracking. They will work with the COO on the bigger picture role of bookings in the guest journey. **Groups Strategy** - Working with the COO, the HOCO will work through our strategy of executing groups brilliantly at restaurant level. - They will add value and input into the digital journey for groups (enhancing the pre-order, packages and pre-authorisation process) which being fully accountable for the guest journey plan for groups within Prezzo. This will include the steps of service, the service style, the labour allocation etc. They will build the operational plan to deliver the wider Groups strategy for the business and ensure they work with Central Ops planning to get it into the planner for landing in 2024. - **Logit** HOCO will be the owner of LOGIT, they will have ownership of the plan which will play a significant part in the success of the restaurants. - Responsible for developing and delivering on the plan to execute that strategy. - Accountable for both ownership and execution of the COO's strategy to maximising the use of Logit throughout both Ops and Support Centre. - Working with Stakeholders, they would lead a bold plan to integrate Logit across the organisation. This would include (but not limited to): - Use of Logit for HR cases - The use of Logit within property - The use of logit in Central Ops - Integration and automation of processes through logit (useful APIs etc) - Launch of Operational Standards checks - Looking at the Labour efficiency opportunities of Logit (Digital thermometers etc) **Fourth (and Labour)** - The HOCO would be accountable for five elements of Fourth and labour. - Re-building the labour Model for all restaurants based on the new segmented approach and the new team structure and Ways of working in Prezzo. Would involve working with Fourth (or external consultant) to build a new model for Prezzo. - Review and propose a new Flex labour approach that is simpler, fairer and drives overall labour improvements across restaurants. - Work with L&D to build training material to support Labour Management in Prezzo to be rolled out as part of both Induction and "Commercial Training" sessions in 2024. - Work with the reporting steerco to build improved labour reporting for GM & RM which includes the launch of Fourth analytics into GMs and the re-launch of analytics to RMs. - Support OD and CPO in working with Fourth on Phase 3-4 of Labour around automated rotas and other enhanced functionality fourth has to offer. The Role of HOCO would pick up the accountability of “Operational performance” and work in partnership with the commercial owner which is George. The HOCO would be responsible for centrally setting out three key deliverables. - Missing Item - App Ratings - Rider Wait time - Opening time - Align with Commercial team to enable F2S for “Running offers”. - Launch accurate (and timely) reporting for Operations. **Operational Excellence** As part of our 2024 plan, operational standards play a vital part. The HOCO would lead. - Production of an Operational manual - outlining the Ops standards in our restaurants. - The launch (and alignment) of Operational Excellence standards checks into RMs. - The updating of Food, Drink, and other s