Director of Restaurant Operations - Grand Banks Up to $150,000

Summary

The Director of Operations (DOO) at Grand Banks is a pivotal leader accepting full accountability for the success of the restaurant and its team, and demonstrating exceptional management skills. This role involves taking complete ownership of the daily, weekly, and ongoing operations at Grand Banks with a focus on achieving organizational objectives and enhancing overall performance. The DOO is crucial in guiding the management team to achieve the highest standards of guest satisfaction.

Key Responsibilities include upholding advanced service protocols to exceed guest expectations, certifying the proper and complete training of both management and staff, enforcing company standards and policies, supervising administrative functions, and ensuring compliance with health codes and safety regulations.

This is a hands-on role that requires an active presence and participation in daily operations, including evenings and weekends, to assess management and staff performance, identify areas for improvement, and provide comprehensive oversight of the development of the team.

A key aspect of this position is serving as the lead representative of the venue and acting as a liaison between Crew and our landlords, partners, and stakeholders. Building and maintaining professional relationships is paramount. A polished and professional appearance, along with the ability to communicate effectively at an executive level, is essential. 

This position will oversee the entire venue management team, both front of house and back of house, and will report to the company-wide Executive Director of Operations.

Essential Duties and Responsibilities:

Financial Responsibilities:

• Manage Revenue: Analyze performance, sales data, and identify opportunities for increased sales.
• Meet Financial Goals: Implement strategies to ensure year over year sales growth, increased per person average and targeted margins.
• Labor Cost Control: Forecast future financial performance based on historical data and confirm managers are scheduling staff efficiently based on business needs.
• Inventory and Cost of Goods: Oversee inventory levels to ensure adequate supply without overstocking, conduct regular audits, and adjust orders as needed. Review and approve weekly beverage inventory counts and weekly orders.
• Invoicing and Payables: Review invoice payments for inaccuracies and potential incorrect charges. Approve payments and certify all invoices are properly submitted. 
• Discounts and Comps: Perform weekly discount and comp reporting and analysis.

Standards and Service Responsibilities:

• Team Leadership: Lead by example, motivating and managing the entire restaurant team to provide exceptional service. Lead the weekly venue management meeting to drive home goals and expectations.
• Elevated Service Model: Maintain a standard that exceeds basic expectations, creating a memorable and exceptional guest experience.
• Steps of Service: Assist in refining and implementing all departmental steps of service. Ensure they are upheld at all times by conducting weekly service audits.
• Management Training: Implement ongoing training programs for managers focused on service and best practices with particular attention to personalization, timing, efficiency and communication. Conduct regular performance evaluations of all managers.
• Staff Training Programs: Assist in developing and overseeing all venue level departmental training programs. Ensure staff training program and verification is being accurately completed
• Managerial Coverage: Ensure proper levels of managerial coverage at all times in accordance with Crew policy.
• Guest Feedback Management: Address daily guest feedback with reviewers to resolve issues within 24 hours, improve service and quality, enhance guest satisfaction, and encourage return visits.Direct internal coaching relating to negative guest sentiment. Maintain a score of 90 or better on Resy and 4.5 stars or higher on Yelp and Google.
• POS Systems: Oversee the maintenance and handling of all POS hardware. Ensure the POS menu items and pricing match published menu items and pricing.
• Checklist Enforcement: Certify daily completion of all required operational checklists. 
• Daily Communications: Lead daily communications to venue managers regarding operations, policy updates, weather/safety concerns, and staff management through approved company communication channels.
• Event Execution: Ensure events are executed properly by venue management per the BEO, including staffing, setup, food and beverage service, and check presentation.

Human Resources Responsibilities:

• Policy and Compliance: Ensure managers are fully trained on company policies and legal compliance requirements, and acting in accordance with such.
• Zero Tolerance: Enforce all policies and expectations with a strict, professional zero-tolerance approach.
• Talent Acquisition and Retention: Oversee staffing pars for all managerial and hourly roles, manage attrition, and train management on best practices for retention.
• Performance and Disciplinary Documentation: Complete accurate and consistent documentation of employee activities and performance, and ensure subordinate managers perform the same
• Manage Communication: Act as a liaison between the executive team and venue management to ensure timely and policy-compliant communication and feedback. Ensure only Crew-approved methods of communication are utilized between venue management and staff in addition to professional verbiage used at all times in all communications.
• Employee Morale: Foster a collaborative environment between management and employees to enhance communication and culture; counsel and mentor management on employee relations and strategies to reduce turnover.
• Workplace Safety: Identify and eliminate workplace safety hazards, harassment, and other personnel issues. Ensure staff and management are trained on and adhering to safety protocols.
• Performance Reviews: Implement strategies for employee and manager performance reviews aligned with organizational objectives.
• Continuous Improvement: Recommend new approaches, policies, and procedures for ongoing business improvement.
• Scheduling: Manage venue-level manager scheduling and approve time-off requests. Guarantee hourly team schedules are consistently posted four weeks out.

Facilities Responsibilities:

• DOH Compliance: Ensure compliance with DOH regulations and Crew policies regarding food safety and general operations.
• Cleanliness: Maintain cleanliness standards for all FOH areas.
• Repair: Ensure timely submission of work orders and escalate issues when necessary.
• Safety: Conduct regular walkthroughs of venues to identify and address any safety, cleanliness, or compliance issues.

Requirements

Tier 1 - Up to $150,000

• 3 to 5 years of successful experience in a General Manager or Operations role overseeing annual revenues of $10 million or more.
• Significant experience managing a team of 50 hourly employees, showcasing adept leadership in a high-volume environment.
• Proven track record of recruiting and training front of house and back of house management teams, providing strategic oversight, issuing clear directives, and effectively delegating tasks.
• Comprehensive knowledge of back-of-house operations, coupled with a proven history of cultivating strong relationships with kitchen management and staff.
• Demonstrated expertise in successfully opening new restaurants.
• Strong financial acumen with experience in budgeting, forecasting, and P&L management.
• Proven record of consistently fostering staff development and training initiatives to enhance overall employee and guest satisfaction.
• Demonstrated proficiency in inventory management, ordering and procurement.
• In-depth knowledge of industry regulations, health and safety standards, and compliance requirements.
• Strong technology systems experience including proficiency in Toast POS, Resy, and scheduling systems. General tech savvy.
• Comprehensive knowledge and understanding of prevalent HR concerns and best practices in manager-to-employee relations.
• Commitment to working a minimum of 50 hours per week, with flexibility to adapt to the operational needs of the business.
• Exceptional adaptive and agile problem-solving and decision-making skills.

Tier 2 - Up to $140,000

• Up to 3 years of successful experience in a General Manager or Operations role overseeing annual revenues of $5 million or more.
• Experience managing a team of 40 hourly employees, showcasing adept leadership in a high-volume environment.
• Proven track record of recruiting and training Assistant General Managers, providing strategic oversight, issuing clear directives, and effectively delegating tasks.
• Comprehensive knowledge of back-of-house operations, coupled with a proven history of cultivating strong relationships with kitchen management and staff.
• Demonstrated expertise in successfully opening new restaurants.
• Strong financial acumen with experience in budgeting, forecasting, and P&L management.
• In-depth knowledge of industry regulations, health and safety standards, and compliance requirements.
• Commitment to working a minimum of 50 hours per week, with flexibility to adapt to the operational needs of the business.
• Proven record of consistently fostering staff development and training initiatives to enhance overall employee and guest satisfaction
• Exceptional problem-solving and decision-making skills.

Qualifications

• Able to lift 30 lbs. 
• Able to work late nights, weekends and holidays, and variable schedule, per the needs of the business 
• Excellent verbal communication skills 
• Fluent in both written and spoken English 
• Knowledge of industry safety standards and procedures 
• Industry standard knowledge of classic drink recipes, beer, wine, and spirits 
• Must be a strong leader committed to the team 
• Mature, professional, and organized 
• Polished personal presentation as outlined by Employee Handbook 
• Computer-based technologies (familiarity with Google Suite, R365, Toast POS, and Resy a plus)