Operations Manager

Average: 3.2 (10 votes)

Bourbon Coffee opened in Rwanda in 2007, with an objective of enriching lives of good coffee farmers and their families. Since then, Bourbon has expanded to eight locations across Kigali and the USA telling the stories of coffee farmers and re-writing the history of Rwanda to an international audience.

 Operations Manager 

Job details:  



Bourbon Coffee Limited 

Job Title:  

Operations Manager 

Job Grade:  

To be inserted by Bourbon Coffee 




Reports to:  

Managing Director 


Coffee Shop Supervisor 

Beverage Quality Controller 

Senior Sales and Marketing Officer 

Senior Human Resource and Administration Officer   Senior Procurement Officer 

Job Purpose:  

Plan, direct and coordinate the daily operations of Bourbon Coffee’s operations including but not limited to customer service function, people skills, procurement, food and beverage; and further grow its market position by acquiring business opportunities and developing business expansion strategies. 

Main Duties/Responsibilities:  

  • Daily manage, supervise and oversee the service operations and activities related to restaurant, coffee distribution and outdoor catering; and administrative services 
  • Work with Managing Director and assist in setting up new locations for expansion; pursue new market and business opportunities; research and identify potential customers for products or services; and create sales or service contracts for products or services 
  • Work directly with the supervisors to manage all activities of the property including employees, maintenance, sales, profit and loss controls 
  • Direct and manage property operations to assure optimum performance and continual improvement in the five Key Result Areas (customer service, employees, sales and marketing, property appearance, and profit and financial control) 
  • Oversee the customer service function to ensure corrective action is taken to resolve customer complaints and ensure superior guest service is delivered; and ensure customer service is provided at the set standards and customer experience is enhanced 
  • Establish restaurant business plan by surveying restaurant demand; confer with people in the community; evaluate competitors; prepare financial and sales projections, analyses, and estimates 
  • Maintains safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; comply with health and legal regulations; and maintain security systems 
  • Review financial statements, sales or activity reports, and other performance data to measure productivity or goal achievement; and to identify areas needing cost reduction or program improvement
  • Prepare staff work schedules and assign specific duties
  • Monitor suppliers to ensure that they efficiently and effectively provide needed goods or services within budgetary limits
  • Manage, supervise and assist in food inventory and cost control
  • Set prices and choose menu items
  • Conduct strategic planning and forecasting for the company and for individual projects
  • Build and manage key stakeholder relationships
  • Develop, present, or respond to proposals for specific customer requirements, including request for proposal responses and industry-specific solutions
  • Prepare and monitor annual Operations budgets and training of operations staff.

Key Performance Indicators  


Target Area (Key

Performance Area)  




•       100% achievement of targeted company revenue growth 

•       100% market share growth 

•       Achieve targeted business growth from proactive engagement 

•       Number of goals attained as per business expansion strategy 



•       100% percentage increase in profit due to new business acquisitions 

•       Implementation of marketing campaign strategy 


Cost optimization 

  •  95% departmental budget attainment  
  • Reduce inventory through effective selling 
  • Timely procurement of materials, goods, and services 
  • Attainment of discounts from suppliers 


Service quality 

  • 100% “quality” contracts 
  • Attain ISO certification and other industry certifications 
  • Attainment of industrial benchmarks 
  • 100% satisfied customers 
  • 100% Documentation of all relevant organizational policies and standard operating procedures 
  • 100% adherence to operations, procurement, finance sales and marketing, human resources internal controls  
  • 100% submission of profitability analysis reports  


Performance management 

  • Performance agreements prepared for all reports 
  • Performance reviewed for all direct reports 
  • Completion of annual performance reviews for all staff 
  • Achieve budgeted revenue per staff (productivity) 





                        Increase in overall performance of the department 

Education and Professional Qualifications:  

•       Bachelors’ degree in Project Management, Business Administration or related field 

•       Master’s Degree in Marketing, Business Administration, is an added advantage  

Working Experience:   

 A minimum of 7 years’ relevant experience with at least 4 years’ managerial experience 

 Familiar with Cost Controls & Understanding of P&L

 F&B Background in Restaurant or hotel industry 

 Presentation Capabilities  

 Between 35-45 years of age 

 Degree in similar discipline e.g. Hospitality or Culinary field

Skills, Knowledge, and Abilities:  


Excellent Project Management skills 


Excellent leadership and managerial skills 


Excellent interpersonal skills 


Excellent decision-making skills 


Excellent problem-solving skills 


Excellent planning and coordination skills 


Excellent commercial awareness 


Good leadership skills 


Strong Communication skills 


Excellent Presentation skills 


Excellent interpersonal skills 


Excellent self - confidence skills 






Job Holder:  








Received by HR:   





If you are interested in applying for this position, please send your resume and cover letter to mbella@bourboncoffee.rw and copy dlee@bourboncoffee.rw not later than 19th November 2018.