Group Operations Manager
2 weeks ago
About Us:
OKAMI Japanese Restaurant is a pioneer in bringing Japanese style All You Can Eat into Australia. Every dish at OKAMI is freshly made to order from the menu with 45+ options. Combined with the cozy atmosphere, this makes OKAMI an essentially family and group gathering friendly venue. Learn more about us:
Package: $80k–$90k base + super + performance bonus
Work Arrangement:Flexible hybrid arrangement (Oakleigh South office + weekly VIC site visits + occasional interstate travel), including occasional weekend work to support national operations.
About the role
We're seeking an experienced multi-site Front-of-House (FOH) Operations leader to build and lead a high-performing FOH team to ensure smooth, efficient operations across all venues and drive initiatives that lift the guest experience and day-to-day FOH efficiency.
What you'll do
- Develop and standardize SOPs for all FOH workflows (booking, seating, ordering, payment, transitions, etc.) to ensure consistency across venues.
- Training & Development: Design, deliver, and evaluate comprehensive FOH training programs - from onboarding to ongoing skill development - ensuring operational excellence through measurable performance outcomes.
- Customer Service: Implement and maintain consistent service standards across all venues by training managers in premium complaint resolution, establishing emergency response protocols, and driving continuous improvement through data-driven KPI analysis and reporting.
- Cross-Functional Collaboration: Partner with key departments (Marketing, IT, Admin, etc.) to streamline daily operations and ensure seamless rollout of new initiatives through aligned workflows and timely communication.
- Sales Performance Leadership: Leverage FOH operational insights to systematically identify and execute revenue optimization opportunities - ensuring all front-line activities align with and contribute to overall sales growth targets.
- Labour Efficiency Management: Deploy intelligent scheduling that dynamically adjusts to both forecasted demand (marketing pushes/holidays) and real-time traffic, while cultivating a talent bench through manager-guided recruitment to maintain optimal staffing during peak periods.
What we are looking for
- 3~5 years' multi-site FOH leadership in hospitality (e.g. State/Area/Regional, Venue or Operations Manager, or similar role)
- Proven success standardizing operations through SOP development and implementation
- Exceptional communicator with strong cross-functional coordination skills
- Hands-on trainer with demonstrated experience in frontline staff coaching and on-site training delivery
- Guest-first mindset with proven customer service excellence and conflict resolution skills
- Proactive problem-solver who anticipates issues before they escalate
- High emotional intelligence to manage diverse teams and customer interactions
- Able to respond to urgent weekend issues (remote or on-site) as needed.
- Valid Australian work rights and full driver's licence.
- Fluent in English (written and spoken), bilingual/multilingual candidates highly regarded.
What we offer
- Competitive salary + super + performance bonus, with potential salary progression based on performance.
- Structured onboarding & training to fast-track your understanding of our BOH systems and standards.
- Supportive, high-energy team culture that values practical problem-solving and continuous improvement.
- Career growth in a national, multi-site hospitality group with real scope to shape standards and outcomes.
- Hybrid flexibility with meaningful field time; travel across VIC/NSW/QLD (expenses covered).
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