White Paper

The Role of Operations Director in the Restaurant Industry – How Is It Changing? - By Sarah Clelland

A restaurant manager looking at a tablet
The Role of Operations Director in the Restaurant Industry

Oracle Hospitality

People, performance, and profits - these are the key responsibilities of the operations director within a restaurant or other food and beverage enterprise. Everything from ordering supplies to managing staff schedules to handling guest complaints can fall under the remit of the operations team.

Read: How is the role of the Operations Director changing in the food and beverage industry?  

But guest and staff expectations are changing: 

  • Speed is key to the guest experience – whether it’s paying by mobile, ordering via a kiosk, or getting a response to a complaint, guests expect service to be faster than ever
  • Guests want to use more technology when visiting restaurants/bars/coffee shops - our Millennials in Hospitality Report showed that 39% of millennials have already paid for food and drink using their mobile phones
  • A third of millennials working in hospitality think that their employers could do more with technology, according to the same report

So is the role of the operations director changing in line with guest and staff expectations? We worked with Technomic, the food service research experts, to carry out a number of interviews with operations directors and COOs at some of the top restaurant chains.

The full findings of our research can be found in How is the role of the Operations Director changing in the food and beverage industry?   

The key findings:

  1. Technology is now a strategic focus for operations – as guests expect to pay by mobile phone or kiosk, and staff expect to manage their schedules online, the operations director is having to adapt to new service models. As one of our interviews put it; “the role of operations director has changed because if you’re not tech savvy, you’re behind. You have to be more open to change than people once were.”
  2. Operations directors are leading the way to keep pace with guest expectations - today’s guests want the best food at the best price and they want it fast – and it’s up to the operations director to lead the way in delivering that consistently, every day in every location. And when service standards aren’t met, guests expect a fast response to feedback, too.
  3. More time is being spent on people... The focus on relationships, with both guests and staff, is greater than ever for the operations director. Finding ways to attract, train and retain staff is a major priority, and investing more time in these efforts is a must.
  4. …but profit and performance remain priorities The ability to measure performance and profits is still critical for the operations director and having access to the right data remains key. 

If you’re an operations director in the hospitality industry and would like more information on how technology can help you to modernize the guest experience and increase efficiency, giving you more time for people and performance management, contact us at OracleHosp_ww@oracle.com 

Read the report:

How is the role of the Operations Director changing in the food and beverage industry? 



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