Service Director

ROCC is proud to be a Great Place to Work- Certified™ company!

 

The Member Service Director is responsible for the daily operations of all Member Dining in the Clubhouse. This encompasses the A La Carte dining rooms (300 seats), Men’s and Ladies Locker Rooms in the Clubhouse (100 seats) and two outlet restaurants located near the golf course and poolside (300 seats). Reporting to the Club Manager, this role will have several Assistant Managers as direct reports who provide operational oversight in a la carte dining and outlet locations. This important position is responsible for championing ROCC standards including all service and delivery standards and continually improving the member dining experience. The total employee group reporting into this position is c.70-100, depending on the season.

This position engages collaboratively with the Director of Beverage, Grill Chef, Director of Communications, Accounting Team, Executive Chef and other members of the beverage and culinary team.

 

 

• Daily oversight of all a la carte Member Dining operations encompassing all Food & Beverage Outlets.
• Assists the Club Manager in annual budget preparation including projections for revenues, operating expenses, labor, revenue enhancement concepts and related capital expenditures for all departments under their direction.
• Maintains a high level of visibility and Member interaction ensuring their experience at ROCC is always a positive one.
• Works closely with Human Resources to recruit, hire, train, coach, and manage quality food and beverage professionals.
• Interacts positively and professionally with all Club Members, employees, vendors and the ROCC community to uphold the standards of the Club.
• Develops and maintains standard operating procedures for all areas of Clubhouse dining operations.
• Works with Club Manager and Human Resources team to develop and maintain an effective orientation and training program for new and existing Clubhouse dining staff.
• Provides frequent and timely training with the support of other food and beverage leadership.
• Ensures optimal conditions in all areas of Clubhouse dining maintenance.
• Participates in planning sessions for Club Events as needed.
• Oversees and monitors the on-going inventories of china, glass and silver.
• Attends staff and Member Committee meetings as required.

• 5 years of progressive management experience in high-end private clubs or similarly esteemed restaurant or luxury resorts.
• An undergraduate degree preferred with a focus on hospitality or business, but not required.
• Has managed sizeable teams in a complex F&B environment.
• Demonstrable experience of managing employees through the employment life cycle from hiring to termination, particularly including on-going performance enhancement management and engaging disciplinary measures when necessary.
• Understands the culture of private clubs and is able to articulate this in words and actions.
• Proven track record of engagement in professional development, both personally and for relevant reports.
• A demonstrable track record of developing and executing in-house, just-in-time training, menu/special communication/delivery strategies.
• Excellent written and verbal communication skills with staff and Members.
• A clean, valid driver license
• A fluent English-speaker
• Spanish speaking is a plus

• Energetic, enthusiastic, positive attitude.
• Able to motivate others and help them realize their full potential.
• Member focused with exceptional attention to detail.
• Passion for personalized service and quality food and beverage.
• Possesses a creative and innovative approach in keeping with and valuing the history of the Club while looking for opportunities to improve service and offerings to Members and their guests.
• Remains calm under pressure. Works quickly to develop solutions or resolutions to problems or conflict.
• A team player, willing to produce and follow through on projects and deadlines, collaborating with multiple departments and managers to get it done.
• Genuinely cares about people and is available and ready to help.
• Is easy to approach; enjoys interacting with our members and guests.
• Able to effectively communicate in a professional and friendly manner.
• Ability to be flexible when taking on tasks, prioritizing as necessary, and in handling situations.
• Enjoys working hard and seizing opportunities as they present themselves.

ROCC is proud to be a Great Place to Work- Certified™ company! The prestigious award is based entirely on what current employees say about their experience working at ROCC. This year, 84% of employees said the Club is a great place to work – 25 points higher than the average U.S. company. ROCC has a long history of caring for its employees; from our financial assistance program, ROCC Cares, to our ROCC Employee Scholarship and to the fun, on-campus events we hold for our employees throughout the year, we are truly a business that has our people at our core.