Senior Manager - Operations (The Library - NMACC)

Job Purpose

The Senior Manager - Operations will oversee all day-to-day operational functions of the Library at NMACC, ensuring smooth service delivery, operational excellence, and strong financial performance. The role will manage key verticals including F&B, Merchandise, Book Sales & Upkeep, the Flower Boutique, and related events, driving efficiency, guest satisfaction, and revenue growth. The incumbent will lead and mentor a team of vertical managers ensuring alignment with NMACCs brand standards, regulatory compliance, and food safety norms. This position requires a proactive, self-driven professional with a strong focus on customer engagement and service excellence.

Key Deliverables

Operational Excellence & Guest Experience - Oversee end-to-end daily operations to ensure seamless service delivery. - Maintain high Guest Satisfaction Scores (NPS) and strong online review ratings. - Reduce service turnaround time and improve overall guest journey. - Optimize table turnover and manage footfalls efficiently. - Ensure consistent adherence to brand standards and service protocols.

Revenue Growth & Profitability Management - Own complete P&L responsibility for the venue. - Achieve revenue and outlet profitability targets. - Drive incremental footfalls and increase average spend per guest. - Implement pricing strategies and revenue enhancement initiatives. - Introduce cost-control measures to improve margins. - Develop and maintain MIS dashboards for revenue and cost tracking, ensuring leadership visibility.

Inventory & Cost Efficiency Management - Maintain strict inventory control across merchandise, books, and related categories. - Implement structured stock audits, shrinkage control, and replenishment planning. - Minimize wastage and inventory variance. - Improve stock turnover and drive cost efficiencies through process improvements. - Maintain relationship with vendor and stakeholders

Team Leadership, Engagement & Retention - Lead, mentor, and develop managers, assistant managers, and team members Page 2 of 2 - Foster a high-performance culture focused on service excellence and accountability. - Improve employee engagement and team morale. - Reduce attrition and create clear career progression pathways. - Drive structured training and capability-building initiatives.

Compliance & Quality Assurance - Ensure adherence to food safety regulations, hygiene standards, and SOPs. - Maintain compliance with company policies and brand guidelines. - Conduct periodic audits and quality checks. - Ensure zero major compliance deviations or operational lapses.

Skills & Competencies

Strong operational leadership with multi-vertical management capability.

Advanced financial acumen (budgeting, forecasting, margin optimization).

Customer experience mindset with focus on NPS and service excellence.

Data-driven decision-making and problem-solving ability.

High attention to detail with strong process orientation.

Effective stakeholder management and communication skills.

Ability to manage high-pressure, dynamic event environments.

Leadership presence with the ability to inspire, engage, and retain talent.

Qualifications

Bachelors degree in hospitality management, Hotel Administration, Business Administration, or a related field.

Masters degree (MBA/PGDM in Operations, Hospitality, or Finance)

Experience

8-10 years of F&B operations experience, with at least 5 years in a leadership role managing multiple outlets/verticals.

Proven experience in full P&L ownership, revenue optimization, and cost control in premium hospitality environments.

Strong exposure to high-volume F&B operations (cafs, bars, concessions, event service models).

Proficiency in MS Excel and presentation tools with strong MIS reporting capability.

Excellent verbal and written communication skills.