Service Operations Manager
We are seeking an experienced and skilled Service Operations Manager to lead our team in delivering exceptional customer experiences. This is a key leadership role that requires the ability to manage and coordinate multiple tasks and priorities, while maintaining a focus on service quality and operational efficiency.
The successful candidate will have a strong background in hospitality management, with experience in leading teams and implementing operational systems and processes. They will be able to demonstrate a high level of digital literacy, with experience using software such as Tanda, Restoke, and Triniteq POS systems.
This is a challenging and rewarding role that offers opportunities for professional growth and development. The successful candidate will be able to work independently, think critically, and solve problems effectively. They will also be able to communicate effectively with stakeholders at all levels, including senior leadership, colleagues, and customers.
Key Responsibilities:
* System Execution:
o Learn and follow our FOH systems and service standards.
o Apply our workflows, customer experience models, and service systems consistently across all shifts.
o Collaborate with Directors, senior FOH and BOH leadership to maintain alignment across venues.
* People Leadership:
o Lead, train, and develop the FOH team to ensure accountability, growth, and strong team culture.
o Manage onboarding, performance, and conflict resolution using our HR frameworks.
o Create rosters, manage labour costs, and ensure the venue is always appropriately staffed.
* Venue Operations:
o Oversee daily FOH operations including service, cleanliness, and opening/closing procedures.
o Ensure exceptional customer experiences are delivered consistently.
o Support stock control, supplier orders, and POS accuracy related to FOH operations.
* Digital Systems & Reporting:
o Use platforms such as Tanda, Restoke, and Triniteq POS systems to manage scheduling, operations, and team performance.
o Submit weekly FOH reports on service performance, team development, key operational priorities and attend weekly Managers Meetings.
o Leverage digital tools for training, communication, and real-time decision-making.
* Compliance & Safety:
o Ensure FOH operations meet OH&S, RSA, and workplace compliance requirements.
o Maintain required documentation for incident reporting, staff training, and compliance logs.
o Support and implement health and safety procedures in line with group policies.
Requirements:
* Minimum 3 years' experience in a FOH leadership role in a fast-paced hospitality environment.
* Ability to work within structured, system-based environments.
* Strong leadership, communication, and team development skills.
* Demonstrated digital literacy and experience with hospitality software (e.g. Tanda, Triniteq, Restoke, etc).
* Sound understanding of HR processes, rostering, and service quality management.
* Exceptional customer service skills and the ability to lead by example.
What We Offer:
* Competitive salary: $70,000 – $83,000, depending on experience.
* Time off in lieu and appropriate breaks to support sustainable work-life balance.
* Access to growth and development across multiple venues.
* Great team culture, strong systems, and legendary staff parties.