Operations Manager

Company Overview

Westcoast Group is a hospitality group managing three dynamic brands : Cape Town Fish Market, Kapstadt Brauhaus, and Happy Folks.

The portfolio includes both corporate-owned and franchise stores, with a focus on operational excellence, exceptional customer service, and sustainable financial growth.

Position

Operations Manager

Location

Cape Town-based with extensive travel across corporate and franchisee stores

Schedule

6 days per week

Purpose of the Role

To ensure and maintain the highest operational standards across corporate stores, including technical detail (tangibles), product quality, hygiene, service, financial health, administration, and customer relations in line with shareholder and brand expectations. To foster and maintain positive employee relations in accordance with relevant legislation, ensuring productive and sustainable working relationships. To safeguard and grow the owners' investment, ensuring a favourable return on investment (ROI) while protecting the brand. To enforce and uphold SEAREX policies and procedures.

Key Responsibilities

• Financial Management

Maintain brand standards with respect to income and expense models. Generate consistent turnover growth and safeguard net profitability. Ensure food cost, wage percentages, and expense ratios remain within agreed limits. Continuously source better pricing on products and control unnecessary spending. Review and manage P&L for all corporate stores.

Oversee the day‑to‑day running of all corporate‑owned restaurants. Ensure General Managers conduct and document all required operational checks. Maintain restaurant standards in line with brand expectations. Monitor and enforce compliance with IT systems and in‑house controls. Achieve a minimum of 90% on Quality, Quantity, Hygiene & Safety Reports and Service Assessments. Identify problematic areas and address them through structured meetings, written communication, and corrective action.

Deliver exceptional customer experiences and proactively aim for zero complaints and maximum compliments. Review, understand, and address customer complaints and compliments through training and corrective measures. Drive customer growth by maintaining strong existing relationships and attracting new patrons. Support and execute local marketing initiatives that align with brand goals.

Conduct regular training sessions and structured workshops for management, wait staff, and production staff. Continuously identify training needs and implement programs to build team efficiency and service excellence. Oversee hiring and onboarding of staff in corporate stores. Ensure ongoing training in the following areas : quality checks (opening, mid‑shift, and closing); administration (cash‑ups, financials, in‑house controls); service (steps of service, suggestive selling, customer interaction); product knowledge and consistency; hygiene, food safety, and workplace safety; leadership and management skills. Weekly testing and assessments for all staff to maintain standards.

Candidate Requirements

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