Role Overview
The Operations Manager will lead and oversee all daily operations across the Caf branches, ensuring outstanding customer experience, smooth workflow, and continuous improvement in operational standards.
This role is responsible for managing the operations team, optimizing performance, controlling costs, and driving revenue growth through strategic execution and strong leadership.
Key Responsibilities
- Analyze menu items using Menu Engineering Matrix (Stars, Plowhorses Puzzles, Dogs).
- Track food cost percentage, contribution margin, and profitability of each item.
- Recommend menu adjustments
- Removing low-performing items
- Repricing based on costing
- Enhancing visuals and descriptions
- Introducing high-margin items
- Coordinate with barista/chef teams to improve quality and consistency.
- Work with marketing to update menu designs, photos, and Talabat/Deliveroo listings.
- Ensure accurate cost control, recipe standardization, and wastage reduction.
- Oversee day-to-day caf operations to ensure excellence in service, product quality, cleanliness, and efficiency.
- Implement and monitor operational SOPs to maintain consistency across all branches.
- Train, guide, and supervise the operations team to achieve performance targets.
- Develop and execute strategies to increase daily sales, upselling, cross-selling, and customer traffic.
- Analyze sales reports to identify trends and opportunities for improvement.
- Work closely with branch managers to implement weekly and monthly sales action plans.
- Ensure product availability, menu performance analysis, and coordination with marketing for promotions.
- Train and evaluate staff to ensure high performance and strong customer engagement.
- Conduct regular coaching sessions with baristas, cashiers, and shift leaders.
- Create a positive working environment that encourages teamwork, productivity, and accountability.
- Ensure top-level service standards, product consistency, and strict hygiene compliance.
- Handle escalated customer complaints professionally and ensure quick resolution.
- Maintain visual standards, ambiance, and caf presentation at all times.
- Monitor inventory levels, wastage, ordering patterns.
- Reduce operational costs without compromising quality.
- Ensure accurate forecasting of weekly and monthly stock requirements.
- Ensure compliance with UAE municipality food safety standards and caf internal policies.
- Conduct regular audits on cleanliness, health & safety, and equipment maintenance.
- Prepare weekly and monthly reports on sales, labor productivity, customer feedback, and operational challenges.
- Set KPIs and ensure targets are met across all branches.
- Identify areas for operational improvements and implement corrective actions.
Required Qualifications & Skills
- Minimum 811 years experience in coffee shops, caf, restaurant, or hospitality operations (preferably in UAE).
- Strong leadership skills with proven experience managing teams.
- Excellent understanding of coffee operations, specialty caf standards, and customer experience.
- Strong analytical skills with the ability to read sales reports and take decisions.
- Ability to work under pressure, handle multiple tasks, and maintain high standards.
- Exceptional communication and customer-handling skills.
- Proficiency in POS systems, inventory management, and basic MS Office tools.
