F&B Operations Manager

Hospitality Operations Manager

Reporting to the Director of Culinary & Hospitality, the Hospitality Operations Manager plays a critical leadership role in delivering exceptional guest experiences and operational excellence across the NBCUniversal dining program. This position partners closely with culinary leadership to ensure seamless front-of-house execution while supporting the continued evolution of innovative dining experiences that reflect Bon Appétit's commitment to culinary excellence, hospitality, and sustainability.

The Hospitality Operations Manager provides day-to-day oversight of front-of-house operations across multiple dining venues, supports financial performance and client reporting, champions workplace safety initiatives, and oversees a unionized hourly workforce. The ideal candidate is a visible, hands-on leader with a passion for hospitality, strong operational discipline, and a proven ability to lead teams in a fast-paced food service environment.

Key Responsibilities

• Provide daily leadership and oversight of front-of-house operations across multiple dining venues, ensuring exceptional guest service and operational consistency.
• Partner closely with the Director of Culinary & Hospitality to execute and continuously enhance the overall dining program, guest experience, and service standards.
• Lead and develop approximately 40 union hourly team members, fostering a culture of accountability, engagement, teamwork, and hospitality.
• Drive operational excellence through effective labor management, scheduling, training, coaching, and performance management.
• Assist with the analysis of financial performance, preparation of business reviews, budget tracking, forecasting, and client-facing reporting.
• Monitor labor, operating expenses, and controllable costs while identifying opportunities to improve efficiency and overall business performance.
• Serve as a key operational liaison with NBCUniversal stakeholders, addressing concerns, providing updates, and ensuring a high level of client satisfaction.
• Support catering and special event execution, ensuring flawless service delivery for meetings, executive functions, premieres, and campus events.
• Partner with Human Resources to address employee relations matters, corrective actions, investigations, attendance concerns, and other workforce-related issues.
• Support and promote a strong culture of safety by reinforcing company policies, conducting operational audits, ensuring regulatory compliance, and participating in safety initiatives.
• Ensure compliance with all food safety, sanitation, health, labor, and company operating standards.
• Collaborate with culinary, hospitality, and support service teams to identify and implement process improvements that enhance service, efficiency, and guest satisfaction.
• Maintain a visible presence throughout the operation, coaching team members and ensuring consistent execution of hospitality standards.
• Assist with onboarding, training, and professional development initiatives to build a highly engaged and service-focused workforce.
• Support account leadership with special projects, new initiatives, operational rollouts, and strategic priorities as assigned.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Food Service Management, or a related field preferred.
• 5+ years of progressive leadership experience in hospitality, corporate dining, food service, restaurants, hotels, or multi-unit operations.
• Experience managing high-volume food service operations with multiple service venues.
• Proven success leading large hourly teams in a unionized environment preferred.
• Strong understanding of front-of-house operations, hospitality standards, and guest experience management.
• Experience supporting financial reporting, budgeting, forecasting, labor management, and cost controls.
• Demonstrated ability to build strong client relationships and effectively communicate with senior stakeholders.
• Knowledge of employee relations practices and experience partnering with Human Resources on workplace issues.
• Strong commitment to workplace safety, regulatory compliance, and risk mitigation.
• Excellent organizational, communication, and problem-solving skills.
• Ability to adapt and thrive in a fast-paced, evolving environment.
• ServSafe Certification preferred.