A. Operational Excellence
• Oversee the day-to-day operations of the ODC business.
• Ensure all food production, dispatch and presentation activities are executed in accordance with established standards and client requirements.
• Monitor operational workflows to ensure consistency, efficiency, and service excellence.
• Ensure compliance with Hilton brand standards, food safety regulations, and local statutory requirements including FSSAI and HACCP.
B. Food Quality & Service Standards
• Ensure all food items dispatched meet prescribed quality, taste, presentation, temperature, and portion standards.
• Conduct regular quality checks before dispatch and after layout.
• Collaborate with the culinary team to improve menu offerings and innovations.
C. Inventory & Cost Control
• Manage inventory levels for food, beverage, packaging, and operational supplies.
• Conduct regular inventory audits and minimize wastage.
• Monitor food cost, packaging cost, and operational expenses.
• Coordinate with Purchasing to ensure uninterrupted supplies.
D. Dispatch & Logistics Management
• Ensure timely and accurate dispatch of all food orders.
• Monitor packing standards and transportation logistics.
• Maintain dispatch documentation and operational records.
E. Client Relationship Management
• Act as the primary point of contact for the ODC account.
• Build and maintain strong client relationships.
• Conduct regular service review meetings.
• Ensure all client feedback is documented and addressed.
F. Team Leadership & Development
• Lead, motivate, and develop the ODC operations team.
• Conduct team briefings, training sessions, and performance reviews.
• Ensure adequate staffing and succession planning.
G. Guest & Client Satisfaction
• Monitor satisfaction scores and feedback trends.
• Implement corrective actions and service recovery measures.
• Drive initiatives to improve overall client satisfaction.
H. Administration & Reporting
• Prepare daily, weekly, and monthly operational reports.
• Analyze business performance and service metrics.
• Support budgeting, forecasting, and business planning.
Direct Reports:
• Service Associates assigned to ODC Operations.