Operations Manager
West Social | London, Ontario
Role Overview
As Operations Manager, you are the strategic architect of our restaurant's operational excellence. This role demands expertise in systems design, financial stewardship, and strategic team leadership. You will own all operational functions across front-of-house and back-of-house, reporting directly to ownership and partnering with kitchen leadership to drive profitability, consistency, and exceptional guest experiences across every service.
The ideal candidate combines meticulous operational discipline with an intuitive understanding of hospitality—someone who builds systems that run without constant oversight and creates a culture where excellence becomes the standard, not the exception.
Core Responsibilities
1. Operational Leadership & Service Standards Architecture
● Service Operations Strategy: Establish and evolve the "Order of Service," training protocols, and guest experience standards that define West Social's reputation. Lead floor operations during peak service to model standards and coach staff in real time.
● Guest Experience Ownership: Own the guest recovery process, VIP and regular guest management, and complex service situations. Use guest feedback to identify operational gaps and drive continuous service improvement.
● Systems & Processes: Design and maintain operational procedures—reservation management, seating strategy, timing protocols—that optimize cover counts, table turns, and guest satisfaction without compromising service quality.
2. Team Development, Recruitment & Culture
● Talent Acquisition & Onboarding: Develop and execute a comprehensive recruitment strategy for front-of-house roles. Own the full onboarding lifecycle (application screening, interviews, tax forms, POS training, culture immersion, asset tracking).
● Performance Management & Accountability: Establish performance metrics and accountability frameworks. Conduct regular 1:1s, performance reviews, and daily pre-service briefings that align the team on standards, goals, and specials.
● Training Program Development: Create scalable training programs covering wine knowledge, menu mastery, service techniques, and hospitality fundamentals. Build a mentorship pipeline to develop staff for advancement.
● Culture & Retention: Foster a culture of continuous learning and professional growth. Monitor team engagement, address retention challenges, and create pathways for career development.
● Scheduling & Labor Optimization: Build bi-weekly schedules that balance labor cost targets against operational demand, ensuring adequate coverage while maximizing labor efficiency. Audit scheduling compliance and adjust based on performance data.
3. Financial Operations & P&L Accountability
● Profit & Loss Ownership: Take primary accountability for labor cost control, food and beverage cost management, and overhead expenses. Monitor actuals against budget on a weekly basis and develop corrective action plans when targets are at risk.
● Labor Cost Management: Perform daily audits of clock-in/out times and labor distribution. Calculate tip distributions accurately. Finalize weekly payroll hours in the system with 100% precision. Track overtime trends and take proactive steps to control labor creep.
● Food & Beverage Inventory Oversight: Develop and manage beverage and dry goods inventory systems. Ensure proper handling, rotation, and storage of high-end products. Reconcile inventory to actual usage and investigate variance.
● Vendor & Accounts Payable Management: Manage invoice scanning, GL coding, and vendor reconciliation. Verify all credits and discounts are captured. Build strong relationships with key vendors (GFS, etc.) to secure favorable pricing and terms.
● Cash Flow & Budget Forecasting: Work with ownership on monthly P&L reviews, quarterly forecasting, and annual budgeting. Provide narrative analysis of performance drivers and variance explanations.
● Reporting & Analytics: Generate and interpret operational dashboards tracking labor %, food cost %, sales trends, and other KPIs. Use data to inform decisions and identify optimization opportunities.
4. Compliance, Safety & Facilities Management
● Health, Safety & Compliance: Maintain impeccable sanitation standards and occupational health practices. Ensure strict adherence to liquor licensing laws and all regulatory requirements. Conduct regular audits and staff training.
● Facilities & Vendor Coordination: Oversee maintenance and repair of dining areas, kitchen equipment, and high-end finishes. Coordinate vendor relationships and manage preventative maintenance schedules.
● Documentation & Record-Keeping: Maintain accurate records of compliance activities, training, incident reports, and regulatory submissions.
5. Partnership with Kitchen & Menu Operations
● Menu & Chef Coordination: Partner with the chef on menu development timelines, ingredient costing, and operational feasibility. Communicate service-side feedback to inform menu refinements.
● Kitchen-Floor Communication: Establish communication protocols that ensure smooth coordination during service and address operational challenges in real time.
Qualifications & Requirements Experience:
● 5+ years of progressive management experience in elevated casual or fine-dining establishments (high-volume preferred)
● Proven track record managing P&L, labor costs, and operational budgets
● Experience with restaurant systems (POS, reservation management, payroll platforms)
● Demonstrated success in team building, recruitment, and staff development
Financial & Operational Expertise:
● Practical proficiency with invoice coding, tip pooling, payroll administration, and P&L analysis
● Strong ability to interpret financial data and use metrics to drive decisions
● Experience with inventory management and vendor negotiations
Leadership & Communication:
● Excellent interpersonal and communication skills; ability to influence without authority
● Proven ability to build, motivate, and develop high-performing teams
● Strong coaching and mentoring capabilities
● Demonstrated problem-solving skills and attention to detail
Availability & Commitment:
● Flexible schedule including nights, weekends, and holidays
● Willingness to work the floor during peak service and mentor staff in real time
● Ability to thrive in a fast-paced, dynamic environment
What You'll Bring
A relentless commitment to operational excellence and continuous improvement. Systems-thinking and process discipline—you see inefficiencies and build solutions. A collaborative approach that partners with ownership, kitchen leadership, and the service team to align around shared goals. Hospitality intuition paired with business acumen—you understand that great operations enable great guest experiences.
Job Details
Position: Operations Manager
Location: West Social, London, Ontario (In person)
Job Type: Full-time, Permanent
Schedule: Flexible including evenings, weekends, and holidays
Benefits
● Paid time off
● Competitive compensation based on experience
● Opportunity to grow within a dynamic, owner-operated establishment committed to excellence
About This Opportunity
This position offers the opportunity to lead operational excellence in a respected, elevated casual dining establishment. We seek an experienced, motivated leader eager to contribute their operational and management talents toward achieving organizational success and sustained profitability.
If you're ready to build systems that scale, lead a talented team, and drive profitability through operational discipline and strategic thinking, we'd love to hear from you.
Pay: Up to $100,000.00 per year
Application question(s):
- Have you managed a elevated causal, or fine dining restaurant before?
Experience:
- Dine In Restaurant : 3 years (required)
Work Location: In person
