Multi Outlet Operations Manager

MULTI OUTLET OPERATIONS MANAGER

The Multi-Outlet Operations Manager is responsible for leading and overseeing the day-to-day operations of multiple Food & Beverage outlets to ensure exceptional guest experiences, strong financial performance, operational efficiency, and consistent delivery of brand and service standards throughout the hotel.

This role provides strategic and operational leadership across assigned restaurants, bars, lounges, and other Food & Beverage venues. The Multi-Outlet Operations Manager works closely with outlet leaders, Culinary, Stewarding, Events, Finance, Human Resources, and other hotel departments to drive service excellence, associate engagement, revenue growth, cost management, and guest satisfaction.

KEY RESPONSIBILITIES 1. Multi-Outlet Operations Management

• Oversee the daily operations of multiple Food & Beverage outlets, ensuring efficient, consistent, and high-quality service delivery across all venues.
• Provide operational leadership and support to Outlet Managers, Assistant Managers, Supervisors, and associates.
• Ensure all outlets are appropriately prepared, staffed, and equipped to meet anticipated business levels and guest expectations.
• Conduct regular operational walkthroughs and inspections to ensure cleanliness, presentation, service readiness, and compliance with established standards.
• Monitor outlet opening and closing procedures to ensure operational requirements are consistently achieved.
• Coordinate operational requirements across outlets during high-volume periods, special events, promotions, and functions.
• Ensure appropriate availability and utilization of equipment, operating supplies, service ware, and other resources across outlets.
• Work closely with Culinary and Stewarding teams to ensure seamless coordination between front-of-house and back-of-house operations.
• Identify operational challenges and implement timely solutions to minimize service disruptions.
• Ensure consistency in service delivery while maintaining the individual concept, positioning, and identity of each outlet.

2. Leadership & Team Management

• Lead, coach, motivate, and support Outlet Managers, Supervisors, and Food & Beverage associates to achieve operational and departmental goals.
• Provide clear direction and establish performance expectations for outlet leadership teams.
• Foster a culture of teamwork, accountability, collaboration, inclusion, and service excellence.
• Conduct regular operational meetings and briefings with outlet leaders to communicate priorities, business levels, guest feedback, promotions, and performance expectations.
• Monitor leadership effectiveness and ensure outlet managers actively coach and develop their teams.
• Maintain visibility within the outlets and provide hands-on operational leadership during peak service periods.
• Lead by example and demonstrate professionalism, integrity, accountability, and commitment to guest service.
• Recognize and celebrate individual and team achievements to enhance associate engagement and morale.
• Build strong working relationships across Food & Beverage, Culinary, Stewarding, Events, Finance, Human Resources, Engineering, and other hotel departments.

3. Guest Experience & Service Excellence

• Ensure exceptional guest experiences are consistently delivered across all assigned Food & Beverage outlets.
• Maintain strong visibility within outlets and actively engage with guests to understand their experience and expectations.
• Monitor guest feedback, satisfaction scores, online reviews, and service trends to identify opportunities for improvement.
• Respond promptly and professionally to guest concerns and ensure appropriate service recovery is undertaken.
• Empower outlet teams to anticipate guest needs and resolve concerns effectively.
• Ensure service standards, sequence of service, presentation standards, and hospitality expectations are consistently maintained.
• Identify opportunities to enhance the overall dining and beverage experience and encourage repeat business.
• Work with outlet teams to develop a guest-focused culture that emphasizes personalization, attention to detail, and genuine hospitality.
• Implement corrective action plans where service gaps or recurring guest concerns are identified.

4. Revenue, Financial & Cost Management

• Support the achievement of Food & Beverage revenue, profitability, and departmental financial objectives across assigned outlets.
• Monitor daily revenue performance, covers, average spend, labor costs, cost of sales, and other key operational indicators.
• Review outlet performance against budget, forecast, and prior-year results and identify opportunities for improvement.
• Work with outlet leadership to implement strategies that increase revenue, average guest spend, and outlet profitability.
• Manage operating expenses while ensuring guest experience and service standards are maintained.
• Monitor labor productivity and scheduling to ensure appropriate staffing levels based on business demand.
• Identify opportunities to reduce unnecessary expenditure, wastage, breakage, and operational inefficiencies.
• Support budget preparation, forecasting, and departmental financial planning.
• Work closely with Finance and Food & Beverage leadership to monitor financial performance and implement corrective measures where required.
• Ensure appropriate controls are maintained for cash handling, billing, discounts, complimentary items, voids, and other financial transactions.

5. Sales, Promotions & Revenue Growth

• Identify and implement opportunities to increase outlet revenue and maximize business potential.
• Support the development and execution of Food & Beverage promotions, seasonal offerings, special events, and dining experiences.
• Collaborate with Sales, Marketing, Culinary, and Food & Beverage leadership to effectively promote hotel dining venues.
• Monitor the performance of promotions and initiatives and recommend adjustments based on guest response and financial results.
• Encourage effective upselling and suggestive selling techniques across outlets.
• Support initiatives designed to increase local patronage, repeat business, and guest engagement.
• Maintain awareness of market trends, guest preferences, competitor offerings, and changing dining expectations.
• Identify opportunities to enhance outlet concepts, menus, beverage offerings, service styles, and overall market positioning.

6. Food Safety, Hygiene & Quality Assurance

• Ensure all assigned outlets comply with food safety, hygiene, sanitation, and health requirements.
• Work closely with Culinary and Stewarding teams to maintain cleanliness and sanitation standards throughout Food & Beverage operations.
• Ensure associates follow appropriate food handling, storage, service, and hygiene procedures.
• Conduct regular outlet inspections to verify compliance with operational, sanitation, and quality standards.
• Support internal audits, brand assessments, food safety inspections, and regulatory requirements.
• Ensure deficiencies identified through inspections or audits are promptly addressed and corrective actions implemented.
• Promote a strong culture of food safety, cleanliness, and quality assurance throughout all assigned outlets.

7. Compliance, Safety & Risk Management

• Ensure compliance with company policies, brand standards, SOPs, LSOPs, and applicable regulatory requirements.
• Monitor and enforce workplace safety, loss prevention, responsible alcohol service, and accident prevention procedures.
• Ensure appropriate controls and procedures are followed for cash handling, inventory, beverage control, keys, equipment, and hotel assets.
• Investigate operational incidents, associate injuries, guest incidents, or accidents and ensure appropriate follow-up is completed.
• Conduct regular workplace safety inspections and identify opportunities to reduce operational risks.
• Ensure associates are properly trained in emergency, safety, security, and incident-response procedures.
• Maintain a safe and secure environment for guests, associates, contractors, and visitors.
• Ensure all Food & Beverage operating practices comply with applicable laws, regulations, licensing requirements, and hotel policies.

8. Human Resources & Associate Development

• Participate in the recruitment, interviewing, selection, onboarding, training, and development of Food & Beverage associates.
• Ensure outlet teams receive appropriate operational, service, product knowledge, safety, and brand-standard training.
• Support Outlet Managers in establishing clear performance expectations and providing regular coaching and feedback.
• Identify training and development needs and implement appropriate development plans.
• Address performance concerns in accordance with company policies and procedures.
• Ensure employment policies and procedures are administered fairly and consistently.
• Support associate engagement initiatives and encourage open communication across Food & Beverage teams.
• Review associate feedback and identify actions to improve engagement and the overall workplace experience.
• Support succession planning and talent development by identifying and developing high-potential associates and future leaders.
• Promote internal career development and cross-training opportunities across outlets.

9. Inventory & Asset Management

• Ensure appropriate controls are maintained for Food & Beverage inventory, operating equipment, service ware, and supplies.
• Monitor beverage, linen, china, glassware, silverware, and operational supply levels across assigned outlets.
• Participate in regular inventory counts and review variances, losses, breakages, and consumption patterns.
• Ensure appropriate ordering and stock levels are maintained based on business requirements.
• Monitor product handling, storage, rotation, and issuing procedures to minimize wastage and loss.
• Ensure Food & Beverage equipment and hotel assets are properly maintained and used appropriately.
• Coordinate with Engineering regarding maintenance and repair requirements within outlets.
• Identify equipment replacement and capital expenditure requirements and provide recommendations to management.

10. Additional Responsibilities

• Maintain effective communication with hotel leadership, department heads, outlet leaders, and associates.
• Attend and contribute to Food & Beverage, operational, financial, and leadership meetings as required.
• Provide hands-on operational support during peak business periods, special events, VIP functions, and emergency situations.
• Stay informed of industry trends, emerging Food & Beverage concepts, guest preferences, and operational best practices.
• Support hotel-wide initiatives aimed at improving guest satisfaction, associate engagement, revenue performance, and operational efficiency.
• Act as a departmental leader in the absence of senior Food & Beverage leadership when required.
• Perform any other duties assigned by Hotel Management.

OUR BENEFITS

• Exclusive staff discounts on hotel accommodation and Food & Beverage across all Marriott International properties for you, your family, and friends.
• Career growth and development through Marriott's global learning and training programs.
• Access to the Employee Assistance Program supporting physical, emotional, and financial wellbeing.
• Employment with a globally recognized hospitality brand committed to diversity, inclusion, and equal opportunity.
• Duty meals provided.
• Associate transportation provided.
• Relocation benefits for overseas candidates. 

QUALIFICATIONS & EXPERIENCE

• Degree/Diploma or Certificate in Hospitality Management, Hotel Management, Food & Beverage Management, Business Administration, or a related field.
• Minimum of 3–5 years' supervisory or management experience within Food & Beverage operations, preferably within a hotel, resort, or large-scale hospitality environment.
• Proven experience overseeing multiple Food & Beverage outlets, including restaurants, bars, lounges, or similar operations.
• Strong operational knowledge of restaurant and bar operations, guest service, food safety, beverage controls, inventory management, and service standards.
• Demonstrated experience managing financial performance, including revenue, labor costs, operating expenses, productivity, and cost controls.
• Strong leadership, people management, coaching, and team-development skills.
• Strong guest service orientation with the ability to effectively manage guest concerns and service recovery.
• Excellent organizational, planning, decision-making, and problem-solving abilities.
• Ability to oversee multiple operations and competing priorities in a fast-paced hospitality environment.
• Strong commercial awareness with the ability to identify revenue-generating and cost-saving opportunities.
• Effective verbal and written communication skills.
• Ability to build strong working relationships across operational departments and different levels of leadership.
• Proficiency in Microsoft Office applications and experience with POS, scheduling, inventory, and hotel management systems.
• Ability to work flexible hours, including early mornings, evenings, weekends, public holidays, and shifts as required by operational demands.