Java House, one of East Africa’s most recognized restaurant brands, is seeking to recruit a Kukito Operations Lead to oversee its Nairobi-based Kukito outlet. The role is central to ensuring smooth daily operations, maintaining high-quality food and beverage standards, and guaranteeing superior customer service. As one of the company’s flagship quick-service restaurant concepts, Kukito represents a fast-growing and vibrant dining experience under the Java House brand, offering value, efficiency, and exceptional taste to every guest.
The successful candidate will be responsible for leading branch operations by coordinating people, processes, and performance to achieve operational excellence. This role requires a leader who can manage both the front-of-house and back-of-house functions while ensuring compliance with company policies, operational standards, and food safety regulations.
Primary Purpose and Scope of the Job
The Kukito Operations Lead will oversee, direct, and coordinate all aspects of the branch operations. This includes planning, organizing, and training staff to meet and exceed sales targets, operational goals, cost control measures, employee satisfaction, customer experience, food quality, hygiene standards, and overall restaurant sanitation.
The position demands a proactive individual who can lead by example, foster teamwork, and ensure the highest level of service quality while maintaining profitability.
Duties and Responsibilities
The Kukito Operations Lead will perform a comprehensive range of duties that ensure consistent delivery of operational excellence across the branch. The responsibilities include, but are not limited to:
1. Operational Management
- Oversee the daily operations of the restaurant and ensure compliance with all company policies, procedures, and standards.
- Guarantee that health, safety, and hygiene regulations are observed at all times, in line with both company and statutory requirements.
- Ensure the restaurant’s physical environment is clean, organized, and presentable to guests at all times.
- Supervise and coordinate branch deep-cleaning schedules and ensure proper execution.
2. Sales and Financial Control
- Work toward achieving the branch’s sales objectives and profit targets.
- Review and interpret financial statements and activity reports to evaluate operational performance and identify areas for improvement.
- Implement cost-reduction initiatives and ensure efficient use of resources.
- Ensure accurate cash handling and reconciliation procedures in line with company financial policies.
- Monitor and safeguard company assets, ensuring that all sales transactions are appropriately receipted and accounted for.
3. Customer Experience and Service Quality
- Maintain exceptional service standards to enhance customer satisfaction and repeat patronage.
- Oversee the quality and presentation of food and beverage offerings to align with the brand’s promise of excellence.
- Sample and test food and beverage items to ensure palatability, flavor conformity, and quality control.
- Respond promptly and professionally to customer feedback and complaints to ensure quick resolution and sustained satisfaction.
- Engage guests to gather feedback, identify service gaps, and implement continuous improvements.
4. Staff Supervision and Training
- Lead, motivate, and mentor all branch employees to deliver excellent service and meet performance expectations.
- Conduct regular staff training on customer service, hygiene, food handling, and operational procedures.
- Administer prompt, fair, and consistent corrective actions when staff members violate company rules or standards.
- Conduct performance appraisals for all direct reports and ensure the development of individual and team skills.
- Schedule and manage staff shifts to maintain optimal manpower levels across all departments.
- Foster a productive and positive work environment that promotes teamwork, respect, and accountability.
5. Compliance and Safety
- Ensure the restaurant adheres to all regulatory and company health, safety, and food hygiene standards.
- Monitor the handling, preparation, and storage of food items to maintain compliance with food safety standards.
- Guarantee that all takeaway orders are properly packed and labeled in accordance with hygiene and brand guidelines.
- Coordinate the mise-en-place process to ensure smooth service flow and proper order packaging.
6. Continuous Improvement and Reporting
- Review operational procedures and identify areas where performance or efficiency can be improved.
- Analyze branch performance data to determine trends, opportunities, and areas of concern.
- Implement recommendations for improving service, productivity, and cost-effectiveness.
- Organize and lead regular branch meetings to evaluate performance, discuss challenges, and plan for future improvements.
- Collaborate with senior management to align branch operations with corporate goals and strategic objectives.
Key Accountabilities
To ensure that the Kukito branch meets its business and service delivery objectives, the Operations Lead will be accountable for several key result areas.
1. Guest Satisfaction
Ensuring that every customer enjoys a seamless, high-quality dining experience is a top priority. The Lead must consistently monitor service quality, address feedback, and ensure the restaurant ambiance aligns with guest expectations.
2. Operational Excellence
The role requires maintaining operational efficiency through proper supervision, compliance with standard operating procedures, and consistent enforcement of food safety requirements.
3. Financial Integrity
All company funds must be properly managed, recorded, and reconciled. The Lead is responsible for ensuring financial accuracy and transparency in all branch transactions.
4. Product Quality
The branch must consistently deliver food and beverages that meet the company’s quality benchmarks. The Lead will be expected to supervise the preparation and presentation processes to maintain these standards.
5. Food Safety and Hygiene
Compliance with food handling, packaging, and storage standards is essential. The Lead will ensure that both dine-in and takeaway items adhere to hygiene protocols.
Performance Indicators
The performance of the Kukito Operations Lead will be evaluated based on measurable key performance indicators, including:
- Food safety compliance and audit results.
- Integrity in financial transactions and operational reporting.
- Net Promoter Score (NPS) reflecting guest satisfaction and loyalty.
- Like-for-Like (L4L) sales growth compared to previous performance periods.
- Margin performance and cost efficiency.
Job Specifications
The ideal candidate for the Kukito Operations Lead role will possess the following attributes and capabilities:
- Strong communication skills, both in English and Kiswahili, enabling effective team leadership and customer interaction.
- Analytical ability to review profit and loss statements and translate data into actionable insights.
- Proven competence in mentoring, training, and developing team members to enhance performance.
- Demonstrated skill in handling money and operating point-of-sale systems with accuracy.
- Capability to thrive in high-pressure environments, making quick and sound decisions when required.
- Strong coordination and organizational skills, coupled with ethical integrity and professionalism.
- A proactive, results-oriented approach to achieving branch goals.
- Ability to apply sound judgment, manage multiple priorities, and maintain a focus on achieving results.
Special Conditions of Employment
The role requires a high degree of adaptability, leadership, and professionalism. The selected candidate must:
- Hold a degree or diploma in Food and Beverage Service or a related field from a recognized institution.
- Possess competent knowledge of customer service and people management systems.
- Be computer literate, particularly in Microsoft Office Suite.
- Have a minimum of two years of experience in food and beverage operations, preferably in a service-oriented or quick-service restaurant environment.
Core Competencies
The successful Kukito Operations Lead will demonstrate the following core competencies essential to the position:
1. Establishing Focus:
Ability to align the branch team with company goals and maintain attention on achieving operational excellence.
2. Providing Motivational Support:
Capable of inspiring and encouraging team members to perform at their best through consistent coaching and feedback.
3. Fostering Teamwork:
Building a cohesive team culture that promotes collaboration, communication, and mutual respect.
4. Empowering and Developing Others:
Encouraging employee growth through delegation, training, and performance management.
5. Flexibility and Adaptability:
Ability to adapt to new systems, environments, or operational demands while maintaining productivity.
6. Performance Management:
Establishing clear expectations, monitoring outcomes, and taking corrective action to ensure high standards are met.
7. Interpersonal Skills:
Strong people management and communication skills that facilitate effective team relationships and customer engagement.
8. Results Orientation:
A commitment to achieving measurable performance outcomes, from customer satisfaction to profitability and efficiency.
Work Environment and Expectations
This position requires hands-on leadership within a dynamic restaurant environment. The Kukito Operations Lead will spend significant time on-site, actively supervising employees, interacting with customers, and ensuring that all operations run efficiently.
The role involves flexible working hours, including weekends and public holidays, as the restaurant operates on a schedule driven by customer demand. The individual must be capable of multitasking, handling unforeseen challenges, and maintaining composure under pressure.
Java House emphasizes integrity, accountability, and a customer-first approach. As such, the Operations Lead must embody these values in every aspect of the role, ensuring that the Kukito branch remains a model of excellence within the Java House group.
Application Details
Interested candidates who meet the above criteria are invited to apply for the Kukito Operations Lead position based in Nairobi.
Applications should be submitted on or before 21 November 2025.
