Operations Manager, Fine Dining Restaurants

About the role

The Operations Manager is accountable for consistent, high-quality operations across a portfolio of premium restaurants. The portfolio includes internal brands and restaurants operated under international franchise agreements, each with its own brand standards, audits and reporting requirements.

The role ensures every restaurant delivers an exceptional guest experience, meets franchisor and internal brand standards in full, achieves its financial targets and complies with food safety, health and safety, and local regulations. The Operations Manager leads and develops the restaurant management teams, and acts as the main operational link between the restaurants, franchise partners and the shared services teams.

Key responsibilities

A. Restaurant operations

• Oversee the daily operation of all restaurants in the portfolio, front of house and back of house.

• Ensure each restaurant is fully ready for service: staffing, stock, equipment, cleanliness and opening and closing procedures.

• Conduct regular restaurant visits and operational audits, and follow up on corrective actions.

• Establish and enforce standard operating procedures for service, kitchen, bar, stewarding and cash handling.

• Resolve operational issues quickly and escalate major incidents to senior management.

B. Brand and franchise standards

• Ensure full compliance with franchisor brand standards, operating manuals, recipes, presentation and service rituals.

• Prepare restaurants for franchisor audits, mystery shopper visits and brand reviews, and close any findings within agreed timelines.

• Act as the main operational contact for franchise partners, managing reporting, approvals and communication.

• Protect and develop the identity of the internal brands, keeping concept, menu, design and service consistent across locations.

• Monitor brand consistency and lead improvements where standards are not met.

C. Guest experience and service excellence

• Deliver a consistent, high-end guest experience that meets the expectations of a premium clientele.

• Monitor guest feedback, online reviews and complaints, and make sure each is resolved promptly and professionally.

• Build relationships with key guests, corporate clients and very important guests.

• Introduce service improvements, training and recognition that raise service quality.

D. People leadership and development

• Lead, coach and hold accountable the Restaurant General Managers and Restaurant Managers.

• Plan workforce requirements, rosters and labour costs for each restaurant in coordination with Human Resources.

• Take part in recruiting key restaurant roles, including chefs and managers, together with Human Resources and the Culinary team.

• Ensure onboarding, brand training and franchisor certification programmes are completed for all staff.

• Set objectives, conduct performance reviews and build a pipeline of future restaurant leaders.

• Promote a culture of discipline, teamwork, hospitality and respect.

E. Food safety, health and safety, and compliance

• Ensure all restaurants meet food safety and hygiene standards, including Hazard Analysis and Critical Control Points (HACCP) principles.

• Ensure compliance with local regulations, licences, permits and municipal inspections.

• Oversee health and safety, fire safety and emergency procedures in every restaurant.

• Ensure accurate records for temperature logs, cleaning schedules, allergen information and incident reports.

F. Financial performance

• Prepare and manage annual budgets for each restaurant together with Finance.

• Monitor revenue, food cost, beverage cost, labour cost and profitability against budget, and act on any variances.

• Control stock, wastage and purchasing to protect margins without compromising quality.

• Identify opportunities to grow revenue, including menu engineering, promotions, private dining and events.

• Ensure correct cash handling, point of sale controls and compliance with company financial procedures.

G. Suppliers, purchasing and facilities

• Work with Supply Chain to ensure approved suppliers deliver ingredients and products that meet brand and franchise specifications.

• Monitor supplier quality, delivery times and pricing, and report issues.

• Ensure equipment, kitchens and dining areas are well maintained in coordination with Facility Management.

H. New openings, reporting and improvement

• Support the opening of new restaurants and franchise brands, including pre-opening plans, recruitment, training and launch.

• Prepare weekly and monthly operational and financial reports for senior management and franchise partners.

• Track key performance indicators and lead continuous improvement across the portfolio.

• Share best practices between restaurants and brands.

Key performance indicators

The role is measured on the following indicators, with targets set each year in the performance management system.

• Financial: revenue, gross profit and net profit against budget for each restaurant

• Cost control: food cost, beverage cost and labour cost as a percentage of revenue

• Brand compliance: franchisor audit scores and internal brand audit scores

• Guest experience: guest satisfaction scores, online review ratings and complaint resolution time

• Food safety: food safety and hygiene audit results, with zero critical findings

• People: staff turnover, training completion and franchisor certification rates

• Operations: mystery shopper results, stock accuracy and wastage levels

Qualifications and experience

Education

• Bachelor's degree in hospitality management, Hotel and Restaurant Management, Business Administration or a related field.

• A recognised food safety certification is required; a hospitality or culinary diploma is an advantage.

Experience

• At least 8 to 10 years of experience in premium or fine dining restaurant operations, including at least 4 years in a multi-unit or senior operations management role.

• Proven experience operating international franchise restaurant brands, including working with franchisor standards, audits and reporting.

• Experience developing or operating internal (home-grown) restaurant brands is highly desirable.

• Track record of managing restaurant budgets, profit and loss, and cost control.

• Experience leading restaurant opening or pre-opening projects is an advantage.

• Experience in the Middle East or Gulf region is an advantage.

Languages

• Fluent English is required.

• Arabic or Kurdish is an advantage.

Skills and competencies

• Strong understanding of fine dining service standards, food quality and guest expectations.

• Ability to protect brand integrity while adapting to local guests and culture.

• Strong leadership, with the ability to coach managers and build disciplined, motivated teams.

• Solid financial and commercial understanding, including budgets, profit and loss, and cost analysis.

• Excellent attention to detail and high personal standards of presentation and conduct.

• Clear, professional communication with guests, teams, franchise partners and senior management.

• Strong problem-solving and decision-making skills under pressure.

• Good knowledge of point of sale, inventory and reporting systems.

• Integrity, accountability and a hands-on approach, with visible presence on the restaurant floor.

Working conditions

• The role is based on site in Erbil, with regular presence across all restaurant locations.

• Restaurant operations require flexibility to work evenings, weekends and public holidays when needed.

• Occasional travel may be required for franchisor training, audits or new openings.