What are the responsibilities and job description for the Director of Operations- KC Intl Airport position at OHM Concession Group?
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 ensures they are delivering great guest service while meeting and executing all applicable Brand standards.
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Drive Sales, Profitability and Gross Margin Growth
Responsible for driving 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.
Lead and direct the management teams in all stores, setting sales goals and action plans for respective branches.
Ensure that all associates are current with brand standards and advertising used by each brand.
Address trends of underperformance 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 must be a point of differentiation aimed at quality, ideas, acknowledgment, and inspiration, leading to an emotional and loyal brand / customer attachment.
Set high expectations for excellent customer service and hold the management team accountable for measurable results.
Manage all stores 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 must comply with brand standards, ensuring QSR meet SOS requirements and that cleaning schedules and audits are completed by management.
Ensure stores are “closing to open” and that management occurs throughout the day to maintain brand standards and an outstanding customer service culture.
Recruitment / Hiring / Training and Retention of Top Talent
Ensure the overall people plan 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 meets customer needs.
Ensure stores have bench strength for future management needs in existing and new store markets.
Maintain a current career path / associate assessment overview of each store team.
Operations
Manage store compliance with acceptable Store Operations audit scores. Conduct training / inspection audits quarterly in each store.
Understand and administer HR policies and procedures, ensuring compliance consistently between stores.
Communication
Consistently and effectively communicate 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 consistently and timely.
Create communication channels to effectively convey company objectives and field concerns to HQ.
Attributes
A visual merchandising eye for current trends, inspiration, and creativity.
Demonstrated passion for the food and beverage industry and its products.
Management experience in Food and Beverage preferred.
Demonstrated time management organization and focus on ability to prioritize and multitask with attention to detail.
Ability to articulate thoughts into clear and concise written and verbal communication.
Outstanding leadership skills and interpersonal effectiveness to lead teams, train talent, and effect change.
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.
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 in associate relations, asset protection, and legal compliance.
Must be efficient in MS Word and Excel.
Must be proficient in analyzing P&L statements.
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.
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