Company: Lovely Sweets & Restaurant
Position: Operations Manager
Employment Type: Full-Time, Permanent
Location: Multiple Locations (Calgary)
Salary: $70,000 per annum + up to 10% annual bonus
Reports To: Owner/CEO
About Us
Lovely Sweets is a Calgary-based food and hospitality company dedicated to delivering authentic Indian cuisine and exceptional dining experiences. Established in 2021, the company has grown into a well-recognized brand offering a diverse selection of Indian street food, traditional curries, dairy products, and premium Indian sweets. With a strong focus on quality, authenticity, and customer satisfaction, Lovely Sweets combines traditional Indian flavours with a modern dining atmosphere. The company operates multiple business divisions, including a Head Office, a Dairy Products Food Factory, and four restaurant locations across Calgary:
- Lovely Sweets Redstone
- Lovely Sweets Savana
- Lovely Sweets Skyview
- Lovely Sweets Westwind
Known for its vibrant menu and unique dining experience, Lovely Sweets continues to expand its presence while maintaining high standards in food quality, service, and operational excellence.
Lovely Sweets & Restaurant is seeking an experienced, results-driven, and hands-on Operations Manager to oversee the daily operations of our four restaurant locations and Central Kitchen. This is a senior leadership role responsible for ensuring operational excellence, consistent food quality, outstanding customer service, financial performance, and regulatory compliance across all locations.
The Operations Manager will serve as the strategic advisor and right-hand person to the Owner, taking ownership of business operations while providing leadership, guidance, and support to restaurant management teams. This role requires frequent travel between locations and a proactive approach to identifying opportunities for operational improvements, business growth, and exceptional customer experiences.
Key Responsibilities
Operational & Strategic Leadership
- Oversee and manage the day-to-day operations of all four restaurant locations and the Central Kitchen.
- Develop, implement, and continuously improve operational processes, systems, and standard operating procedures (SOPs) to ensure consistency across all locations.
- Spend regular time at each location to monitor operations, provide leadership, and support restaurant teams.
- Work closely with the assigned Team Leads and Location Managers to ensure smooth and efficient daily operations.
- Provide operational support during peak business periods, holidays, catering events, and high-volume service hours.
- Ensure effective communication and coordination between the Central Kitchen and all restaurant locations.
- Act as the Owner's trusted advisor on all operational and business matters.
- Identify opportunities to improve operational efficiency, profitability, and customer experience.
- Participate in strategic planning and business growth initiatives.
- Present in weekly meetings the operational updates, challenges, recommendations, and action plans to the Owner.
Team Leadership & Human Resources
- · Lead, mentor, coach, and support restaurant management teams across all locations.
- · Foster a positive, collaborative, and high-performance workplace culture.
- · Ensure all employees understand and follow company policies and operational standards.
- · Conduct regular site visits to monitor employee performance and operational execution.
- · Perform performance reviews/evaluations in collaboration with Team Leads and provide coaching where required.
- · Recruit, interview, onboard, and train new employees.
- · Complete all employment documentation and maintain accurate employee records.
- · Work closely with the company's Fractional HR Team to strengthen HR processes, employee engagement, and operational procedures.
- · Ensure staff complete timesheets accurately and in accordance with company policies
Customer Experience
- Ensure exceptional customer service standards across dine-in, takeout, catering, and third-party delivery platforms.
- Monitor customer satisfaction and continuously improve the customer experience.
- Review customer feedback, Google Reviews, online ratings, and social media comments regularly.
- Address customer complaints professionally, promptly, and effectively.
- Promote a welcoming, inclusive, and service-focused culture throughout all locations.
Financial & Business Performance
- Drive revenue growth while maximizing operational efficiency and profitability.
- Monitor restaurant sales, labour costs, food costs, and operating expenses.
- Analyse budgets, financial reports, and operational performance metrics.
- Develop action plans to improve profitability without compromising quality or customer service.
- Support inventory planning to maintain adequate stock levels while minimizing food waste and spoilage.
- Ensure efficient ordering practices and inventory control procedures.
Operations, Security & Asset Protection
- Ensure accurate use of all Point of Sale (POS) systems.
- Verify that every employee uses only their assigned POS PIN and credentials.
- Prevent unauthorized system access and maintain transaction accountability.
- Monitor cash handling procedures and investigate discrepancies.
- Maintain accurate operational records, checklists, and documentation.
- Monitor CCTV footage regularly to ensure operational integrity, workplace safety, and loss prevention.
- Identify opportunities to reduce theft, shrinkage, fraud, and operational losses.
Quality Assurance
- Maintain consistent food quality, presentation, cleanliness, and service standards across all locations.
- Conduct regular operational audits and inspections.
- Ensure all restaurant locations meet company quality standards.
- Coordinate with Team Leads to address operational deficiencies immediately.
Compliance & Safety
- Ensure full compliance with Alberta Health Services (AHS) food safety regulations and inspection requirements.
- Maintain compliance with Alberta Employment Standards, Occupational Health and Safety (OHS), and all applicable provincial legislation.
- Promote a safe, clean, and hazard-free work environment.
- Ensure all company policies, procedures, and regulatory requirements are consistently followed.
- Support emergency preparedness and incident reporting procedures.
Franchise Growth & Business Expansion
As the company expands into a franchise model, the Operations Manager will:
- Work closely with the executive leadership and franchising team to develop operational systems suitable for franchising.
- Assist in creating standardized operating procedures for franchise locations.
- Support franchise onboarding, operational training, compliance monitoring, and quality assurance.
- Help maintain consistency in brand standards across company-owned and franchise locations.
Qualifications
- Bachelor's degree in Business Administration, Hospitality Management, Restaurant Management, or a related field is preferred.
- Minimum 5–7 years of progressive restaurant operations management experience, including multi-location leadership.
- Strong knowledge of restaurant operations, food safety, labour management, inventory control, and financial management.
- Previous experience managing multiple restaurant locations is highly preferred.
- Experience within South Asian, Middle Eastern, or high-volume restaurant operations is considered an asset.
Skills & Competencies
- Strong leadership and people management skills.
- Excellent organizational and time management abilities.
- Strategic thinking with strong business acumen.
- Financial analysis and budgeting skills.
- Excellent problem-solving and decision-making abilities.
- Outstanding interpersonal and communication skills.
- Customer-focused mindset.
- High attention to detail and operational excellence.
- Ability to work under pressure in a fast-paced environment.
- Strong conflict resolution and employee coaching skills.
- High level of integrity, accountability, and professionalism.
- Proficiency with POS systems, Microsoft Office, and restaurant reporting tools.
Working Conditions
- Frequent travel between all restaurant locations and the Central Kitchen.
- Flexible schedule, including evenings, weekends, and statutory holidays, based on business requirements.
- Ability to work in a fast-paced restaurant environment and remain on-site for extended periods.
- Valid Alberta driver's licence and reliable transportation are required.
What We Offer
- Competitive salary based on experience, plus up to 10% annual bonus
- Performance-based bonus opportunities.
- Paid vacation.
- Professional development and leadership growth opportunities.
- Opportunity to play a key leadership role in a rapidly growing restaurant business.
- Opportunity to contribute to future franchise expansion and long-term business growth.
Pay: $70,000.00 per year
Work Location: In person
