Head of Restaurant Operations - Rituals

The Head of Restaurant Operations - Rituals is a strategic leadership role accountable for the overall performance, profitability, and operational excellence of all Rituals restaurant outlets across Trinidad and Tobago.

GENERAL DESCRIPTION

The Head of Restaurant Operations - Rituals is a strategic leadership role accountable for the overall performance, profitability, and operational excellence of all Rituals restaurant outlets across Trinidad and Tobago. This role provides direction, governance, and oversight to ensure consistent brand execution, superior guest experience, and sustainable business growth in line with the company’s vision and values.

This position leads cross-functional teams, drives continuous improvement, and translates business strategy into effective operational execution across the network.

Given the nature of restaurant operations, the role requires a high degree of flexibility, responsiveness, and availability to support the business on a 24-hour basis and to address operational priorities as they arise.

Duties and Responsibilities:

Operational Leadership & Brand Excellence

• Provide strategic oversight of all restaurant operations across Trinidad and Tobago, ensuring consistent execution of brand standards in customer service, food quality, product consistency, cleanliness, hygiene, and overall guest experience.
• Ensure full compliance with company policies, procedures, food safety standards, public health regulations, and statutory requirements at all locations.
• Champion a culture of operational excellence, accountability, and continuous improvement across all stores.

People Leadership, Talent & Culture

• Lead workforce planning, recruitment, and selection to attract and retain high-performing, brand-aligned talent across all restaurant operations.
• Oversee onboarding, training, coaching, mentoring, and development of restaurant teams, including Store Managers and Supervisors, to build leadership capability and operational competence.
• Ensure employee grooming, attire, personal hygiene, and professional conduct consistently meet company and brand standards.
• Ensure that all employee performance appraisals are completed within designated timelines, with accuracy, fairness, and alignment to performance expectations.

Financial Performance & Cost Control

• Drive achievement of sales, labour, and productivity targets across all stores, ensuring alignment with approved budgets and financial objectives.
• Implement and monitor cost-control mechanisms to ensure food, beverage, labour, and controllable operating expenses remain within budgeted parameters.
• Prepare and present detailed food and labour cost analyses and performance reports to the Executive Management Team on a quarterly basis, ensuring 100% accuracy and timely submission.
• Actively identify opportunities to improve profitability, reduce waste, and optimize operational efficiency without compromising brand or service standards.

Scheduling, Rostering & Workforce Optimization

• Oversee the development and management of store rosters to ensure optimal staffing levels, compliance with labour laws, and alignment with operational demand.
• Ensure effective workforce utilization to support peak trading periods while managing labour costs responsibly.

Inventory, Asset & Supply Chain Management

• Ensure accurate forecasting, timely placement of stock orders, and effective inventory management to meet customer demand and minimize shortages or overstocking.
• Maintain oversight of all company assets at each store, ensuring accurate accountability for cash, inventory, equipment, and fixed assets at opening and closing periods.
• Ensure wastage is accurately recorded, reviewed, costed in line with company benchmarks, and approved prior to disposal.
• Ensure all stock overages and shortages are properly documented using designated reports (including but not limited to Rit 1, Church 1, PB 17), and submitted to the Audit Department by the required deadlines with 100% accuracy.

Compliance, Audit & Risk Management

• Conduct frequent store visits and random operational audits (minimum of three per day), reviewing cash handling, stock control, safety, hygiene, and policy compliance.
• Prepare and submit monthly compliance and audit reports to the Country Manager by the first working day of the following month.
• Ensure temperature logs for dry storage, cold storage, and heating equipment are accurately maintained and compliant with company standards and public health regulations.
• Identify operational risks and implement corrective actions to mitigate financial, safety, and reputational exposure.

Customer Experience & Issue Resolution

• Ensure customer complaints and service recovery issues are addressed promptly and professionally, with all matters resolved within 24 hours.
• Use customer feedback and performance data to drive improvements in service quality and guest satisfaction.

Reporting & Strategic Contribution

• Provide accurate, timely operational reporting and insights to senior leadership to support informed decision-making.
• Collaborate with cross-functional teams, including Finance, HR, Supply Chain, and Marketing, to support business initiatives and brand growth.
• Undertake special projects, new store openings, and other strategic initiatives as assigned by executive management.
• Any other duty or project that is required by Management   

Education and Experience Requirements:

• Bachelor’s Degree in Hospitality Management, Business Administration, Operations Management, or a related discipline.
• Minimum of 5 - 7 years’ experience in restaurant or hospitality operations.
• Strong financial acumen with the ability to interpret P&Ls, cost reports, and performance dashboards.