Chaiiwala and New Brand Operations Leader

Corporate - Splendid Hospitality (Field Based)

Contract: Full Time
Salary: Competitive

Splendid Hospitality Group is one of the UKs fastest growing privately-owned hotel groups. As a family run business, people are at the very heart of its success, a place where everyone becomes parts of the Splendid family. Our vision is to create extraordinary experiences, positively impact lives, and get better every day - it’s the ‘Splendid Hospitality Way’ which is our way of looking after everybody to help them succeed, have fun and keep guests and our Splendid team members happy.

Job Description

Reporting to the QSR Managing Director, the Chaiiwala and New Brands Operations Leader plays a critical role in driving operational excellence and supporting the growth of Splendid Hospitality’s QSR portfolio.

This role is responsible for the successful integration of new and extended QSR brands within the Group, while ensuring consistent performance and brand standards across Chaiiwala. Acting as the voice of field operations, you will define operational priorities, drive strategic initiatives and enhance both profitability and guest experience.

You will ensure restaurant teams are fully set up for success — delivering exceptional guest experiences, strong P&L performance and safe, compliant operations. The role also leads the operational execution of new restaurant openings, brand launches and refurbishment projects, working cross-functionally with Operations, Development, Construction, Training, Facilities, HR and Health & Safety to ensure every site is launch-ready and positioned for strong trading from day one.

This is a high-impact leadership role for someone who thrives on growth, performance improvement and operational precision in a fast-paced QSR environment.

What We Offer

We want our Family Members to enjoy coming to work and provide a friendly and supportive environment for you to work in. You’ll develop personally through meeting and working with people within our QSR, corporate and hotel teams, and for those keen to develop you’ll have the opportunity to explore the business with various career options. In addition, on offer:

• Apprenticeship programmes available
• Learning and Development Opportunities available through our Leadership Development Programmes
• Heavily discounted hotel stays and food & beverage discounts at all our properties
• 24/7 Employee Assistance Programme for you and your family. Giving you access to counselling services physical wellbeing & financial aid.
• Life Assurance
• 33 holiday days
• Automatic Enrolment into a workplace pension scheme

About Us

Splendid Hospitality is one of the UK’s most successful and fastest-growing hospitality groups. Our diverse and dynamic portfolio spans hotels, restaurants, and care homes across the country—from London to Edinburgh, Bristol to York.

We are proud to own and operate a collection of well-known brands and distinctive properties, including:

• The award-winning 5-star Hilton London Bankside
• The luxurious Grand Hotel in York
• The UK’s first Four Points Flex by Sheraton (Marriott), newly developed in London Euston
• Nine IHG hotels, including Holiday Inn Brentford Lock and boutique Hotel Indigos in Edinburgh and York
• Six Accor properties across the UK

Beyond hotels, we operate 38 KFC restaurants across the Midlands and North East, 3 Chaiiwala restaurants and 3 three care homes in Sussex—demonstrating our unique breadth across the hospitality and care sectors.

Driven by entrepreneurial spirit and a passion for service, we continue to grow and evolve, creating exceptional experiences for our guests, teams, and partners.

Role in our Family

Key Responsibilities:

• Brand Operations Leadership- Serve as the primary operations representative for new brands and expansion of existing brands, ensuring alignment with business objectives.
• Performance Management- Monitor and drive operational KPIs to deliver and exceed budgets / forecasts. Including speed of service, food quality, labour, throughput, guest satisfaction. Identify performance gaps and partner with field teams to implement solutions. Across CW, new brands
• Lead Restaurant Managers for CW, newly acquired and expanded QSR brands – Assume full day-to-day operational responsibility & provide guidance on best practices, operational challenges, and new initiatives.
• Change Management & Brand Standards- Ensure all operational changes are clearly communicated, understood, and adopted. Evaluate brand execution in the field and drive consistency.
• New Restaurant Openings- Act as the operational and health & safety lead for all new store openings. Work with restaurant managers and area coaches to verify store designs, equipment layouts, and workflows support brand safety and food safety standards. Ensure opening teams are trained on service style, emergency processes, and safe equipment use. Conduct pre-opening compliance inspections (food safety, fire safety, equipment checks).
• New Brand Launches / New Concepts - Validate food handling processes, equipment usage, and staffing models to meet safety and compliance requirements. Identify risks associated with new products or equipment and work with Training & Safety to mitigate them.
• Refurbishments, Remodels & Equipment Upgrades - Partner with construction teams to integrate project changes within the operation. Serve as the Operations liaison between, Construction, Development, Facilities, HR, and Training during openings and remodels.
• Field Execution & Continuous Improvement - Support on-the-ground operations and safety readiness during openings.

• 5–8+ years’ experience in QSR operations leadership, multi-unit management or brand operations
• Proven track record of driving performance across multiple sites, balancing guest experience and commercial results
• Strong understanding of operational excellence principles and performance improvement frameworks
• Experience overseeing new store openings, remodels or refurbishment projects
• Demonstrated ability to improve standards, profitability and operational consistency
• Confident and credible leader with strong communication and influencing skills
• Able to build effective relationships across field teams and cross-functional stakeholders
• Highly organised with strong coordination skills and attention to detail
• Comfortable working at pace in a fast-growth, multi-site environment
• Willing and able to travel to support openings and operational priorities

What Happens Next

Does this role sound like a great fit for you?

Apply now — it only takes a few seconds! Simply share your contact details and upload your CV.

Once we’ve reviewed your application, successful candidates will be invited to meet with one of our team to talk more about your experience, and to give you the chance to learn about the role. 

At Splendid Hospitality Group, we’re proud to be an equal opportunities employer, committed to building a diverse workforce and fostering an inclusive culture where everyone can thrive.