Director of Operations- BWI Airport

OHM Concessions Group owns, operates and manages restaurants in airports across the United States. We pride ourselves on excellent customer service and a fun work environment.

The Director of Operations (DOO) provides leadership, coaching and direction to approximately 3-5 restaurants. Our DOO leads Restaurant Manager(s) to ensure excellent restaurant operations, helps to maximize sales and profits of each restaurant and to ensure they are delivering great guest service and meeting and executing all applicable Brand standards.

Drive Sales, Profitability and Gross Margin Growth

• Responsible to drive area sales and profit plans to budget through successful leadership, organizational plans, customer service, and outstanding execution of all field operations strategies, consistently across all stores.
• Know and manage the business by effectively using sales reports, assessing departmental results, and developing specific actions directly related to business development and growth, consistently across all stores.
• Lead and direct the management teams in all stores setting sales goals and action plans for respective branches.
• Responsible to ensure that all associates are current and up to date brand standards and POP, LTO and other advertising used by each brand.
• Ensure that trends of underperformance are formally addressed, with clear and documented performance improvement plans.
• Ensure that each store associate is trained to brand standards
• Operate within assigned budget and maximize unit P&L
  
  

Customer Engagement

• Customer engagement must be a point of differentiation aimed at quality, ideas, acknowledgment and inspiration, which leads to an emotional and loyal brand/customer attachment.
• Set high expectations for excellent customer service and hold the management team accountable to the measurable results associated.
• Responsible to manage all stores consistently towards acceptable customer service scores, feedback, and conversion results.
  
  

Unit Presentation

• Our units must represent a great first impression with clear, creative messages related to the brand offering.
• Units are in compliance with brand standards. QSR are meeting SOS requirements, cleaning schedules and audits are being completed by management. Full services are meeting SOS requirements, Liquor control and inventory is being followed. Cleaning schedule and audits are being completed.
• Ensure stores are “closing to open” and that throughout the day management occurs to maintain brand standards, coupled with an outstanding customer service culture.
  
  

Recruitment/Hiring/Training and Retention of Top Talent

• Ensure the overall people plan of the area reflects high standards, bench and succession planning, coupled with consistent mentoring and people development.
• Manage stores to work within labor scheduling budget/models, both FT/PT ratio.
• Direct a standard with store schedules that reflects a store staffing approach that meets the customer needs.
• Ensure stores have bench strength for future management needs both in existing and new store markets.
• Responsible to maintain a current career path/associate assessment overview of each store team, and the Area as an operating unit.
  
  

Operations

• Manager store management towards acceptable Store Operations audit compliance scores. Conduct training/inspection audits quarterly in each store.
• Understand and administer the HR policies and procedures and ensure compliance with them, consistently between stores.
  
  

Communication

• Responsible to consistently and effectively communicate the company objectives to all store management teams through organized and scheduled conference calls, site visits and email communication.
• Establish a process to ensure that stores have accountability to expectations on a consistent and timely basis.
• Create Omani channel communication to consistently and effetely communicate the company objective to all store management teams and all field concerns to HQ though organized and scheduled conference calls and or email communications.
  
  

Attributes

• A visual merchandising eye for current trends, inspiration and creativity.
• Demonstrated passion for the food and beverage industry. Our respective brands and its products.
• Management experience in Food and Beverage preferred.
• Demonstrated time management organization and focus on ability to prioritize and multi task, with laser like focus to detail.
• Ability to articulate thoughts into clear and concise written and verbal communication.
• Outstanding leadership skills. Inspiring interpersonal effectiveness to lead team, train talent and effect change. Willing and able to be a “influencer” and not a “doer”.
  
  

Requirements

• Minimum of 5 years of progressive responsibility in food and beverage store operations, with successful multiunit specialty store responsibility.
• A proven track record of strong performance in driving performance and operations metrics, coupled with successful and consistent organizational development history.
• Demonstrated experience in successful rollout and implementation of area-wide store presentation, sales, operating discipline, and communications initiatives.
• Revenue and profit making orientation.
• Proven background and experience associated with associate relations, asset protection, and legal compliance.
• Outstanding leadership skills. Inspiring interpersonal effectiveness to lead team, train talent and effect change. Track record of building talent. Able to balance the need of delivering a creative experience, and a profitable result.
• Must be efficient in MS word and excel
• Must be proficient in analyzing P&L statements.
• Dunkin Donuts Training Program certification preferred.
  
  

Perks

• Medical, Dental, Vision insurance with company paying a portion of Medical
• Company Paid Life Insurance
• 2-week paid vacation after one of year service
• Bonus program