Operations Manager - Mason & Fifth, Westbourne Park,
including Canal Restaurant.
We are seeking an experienced Operations Manager to
oversee the day-to-day running of our multi-outlet site, ensuring exceptional
service delivery, seamless operational performance, and strong financial
results.
This role reports to the Operations Director and
is responsible for leading operations across a 70-cover restaurant with a
50-cover terrace, Meadow Workspace catering, and breakfast/bar service on the
Upper Ground Floor. The Operations Manager will play a critical role in
elevating guest experience, driving revenue, and presenting weekly operational
and financial updates to internal and external stakeholders.
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Key Responsibilities
Operational Leadership
* Oversee
all front-of-house and back-of-house operations across the restaurant,
terrace, workspace catering, and Upper Ground Floor service areas.
* Ensure
each outlet delivers consistent, high-quality service aligned with the
Mason & Fifth brand ethos.
* Maintain
strong floor presence, supporting teams during peak service periods.
* Develop
and implement SOPs to ensure efficiency, consistency, and compliance.
* Coordinate
with the culinary, events, and front desk teams to ensure seamless
cross-departmental collaboration.
Financial Management
* Monitor
and manage daily, weekly, and monthly financial performance across all
revenue centres.
* Lead
weekly operational and financial presentations to stakeholders,
communicating performance insights, challenges, and opportunities.
* Support
budgeting, forecasting, labour planning, and cost control measures.
* Analyse
revenue trends, upselling performance, and guest feedback to drive
continuous improvement.
Team Management & Development
* Lead,
mentor, and inspire a diverse team including restaurant staff, bar team,
catering team, and support staff.
* Recruit,
onboard, and train team members in accordance with company standards.
* Create
a positive, collaborative working environment that promotes growth and
accountability.
* Manage
rota planning, performance reviews, and ongoing professional development.
* A
champion of Employee Relations ensuring best practices are followed,
proactively addressing issues, and maintaining clear and accurate records.
Guest Experience
* Ensure
a welcoming, polished, and community-driven atmosphere across all spaces.
* Resolve
guest complaints swiftly, professionally, and empathetically.
* Maintain
strong relationships with regular guests and key clients, especially
within Meadow Workspace.
Health, Safety & Compliance
* Ensure
all outlets meet health and safety, food hygiene, and licensing
requirements.
* Maintain
cleanliness, equipment functionality, and adherence to all operational
policies.
* Conduct
ongoing risk assessments and staff training to ensure compliance.
Stakeholder Management
* Provide
clear, concise weekly reports and presentations covering operations,
financial performance, staffing, and upcoming opportunities.
* Collaborate
with marketing, events, and brand teams to support promotions,
activations, and community initiatives.
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Skills & Experience Required
* Minimum
3–5 years’ experience in an operations or multi-outlet management role
within hospitality (boutique hotel, restaurant group, or lifestyle brand
preferred).
* Strong
financial acumen with experience delivering operational reporting and
performance analysis.