This role is a senior group-level hospitality leadership position responsible for the overall success of all restaurants, bars, and hospitality businesses within PleasureCraft Group. The General Manager reports directly to the Founder & Managing Director and oversees outlet leaders across the group.
Core Mission
The General Manager must ensure every business delivers:
- Excellent guest satisfaction
- Sustainable revenue growth
- Strong profitability and financial discipline
Main Responsibilities
1. Multi-Outlet Operations
- Oversee daily operations of all restaurants, bars, and hospitality concepts.
- Maintain service, cleanliness, safety, compliance, and operating standards.
- Conduct regular site visits and management reviews.
- Resolve operational issues and ensure SOPs are followed.
- Coordinate departments including operations, kitchen, bar, finance, HR, and marketing.
2. Financial Performance
- Own revenue, profit, and EBITDA targets.
- Review P&L statements and budgets.
- Monitor food cost, beverage cost, payroll, and operating expenses.
- Improve profitability through pricing, menu engineering, labour planning, and cost control.
- Work with finance on forecasts and capital expenditure planning.
3. Sales & Revenue Growth
- Set outlet revenue targets.
- Develop strategies for events, private dining, corporate bookings, partnerships, and promotions.
- Analyze sales trends and underperforming periods.
- Improve guest retention and repeat visitation.
4. Guest Experience
- Ensure each concept delivers its intended guest experience.
- Monitor reviews, complaints, and customer feedback.
- Lead service recovery and complaint resolution.
- Implement systems to recognize and retain repeat guests.
5. Leadership & Team Development
- Directly manage outlet GMs and Restaurant Managers.
- Conduct performance reviews and coaching.
- Develop leadership capabilities and succession plans.
- Hold managers accountable for results.
6. Training & Service Standards
- Establish onboarding and training programs.
- Ensure staff have strong service, menu, POS, and guest-recovery knowledge.
- Maintain standards in grooming, professionalism, and customer service.
7. HR & Recruitment
- Support hiring, retention, workforce planning, and performance management.
- Monitor turnover and employee engagement.
- Work closely with HR on disciplinary and development matters.
8. New Restaurant Openings
- Lead pre-opening planning and execution.
- Coordinate with designers, contractors, suppliers, chefs, and consultants.
- Oversee recruitment, training, procurement, licensing, and launch readiness.
9. Systems & Technology
Responsible for selecting and managing:
- POS systems
- Reservation systems
- Inventory systems
- Procurement systems
- CRM platforms
- Payment gateways
- Workforce management software
- Reporting tools
10. Procurement & Supplier Management
- Negotiate supplier agreements.
- Control purchasing processes.
- Improve group buying power while maintaining quality.
11. Menu & Culinary Collaboration
- Work with chefs on menu design, pricing, profitability, and execution.
- Review menu performance and guest appeal.
- Support menu launches and staff training.
12. Design, Events & Marketing
- Review restaurant layouts and operating equipment.
- Oversee events and collaborations.
- Ensure marketing campaigns are operationally achievable and commercially effective.
13. Reporting
- Provide weekly and monthly performance reports.
- Present risks, opportunities, corrective actions, and recommendations to ownership.
Key Performance Indicators (KPIs)
Success will be measured by:
- Revenue growth
- Profitability and EBITDA
- Food & beverage cost control
- Labour productivity
- Guest satisfaction scores
- Repeat customer rates
- Employee retention
- Training completion
- New outlet performance
- Compliance with operating standards
Candidate Requirements
Education
- Bachelor's degree (or higher) in Hospitality, Hotel, Restaurant Management, or related field.
- Strong business and financial education preferred.
- MBA or postgraduate qualifications are advantageous.
Experience
Minimum:
- 5+ years in a multi-outlet restaurant group.
- Senior operational leadership experience.
- P&L responsibility.
- Experience opening new venues.
- Experience managing restaurant managers and outlet leaders.
- Experience with POS, reservations, inventory, procurement, and reporting systems.
Preferred:
- Hotel F&B background.
- Luxury/lifestyle hospitality.
- Experience in competitive markets such as Singapore, Hong Kong, or Bangkok.
Ideal Candidate Profile
The successful candidate is:
- Commercially driven
- Financially literate
- Hands-on and operationally focused
- Strong leader and coach
- Calm under pressure
- Detail-oriented
- Guest-centric
- Able to balance hospitality excellence with profitability
- Passionate about building successful hospitality brands
In One Sentence
This is essentially a Group Director of Operations / Group General Manager role responsible for all operational, financial, commercial, people, and guest-experience performance across a portfolio of restaurants and hospitality businesses, with full accountability for growth, profitability, and standards.
