Director of Outlets

The Director of Outlets is responsible for the overall leadership, operational performance, guest experience, and financial results of B Ocean Resort’s food and beverage outlets from a front-of-house perspective. This position provides direct leadership to outlet managers, supervisors, bartenders, servers, hosts, bussers, food runners, and other front-of-house outlet associates.

The Director of Outlets does not manage the Executive Chef, Sous Chefs, cooks, stewards, or other culinary associates. Culinary operations remain under the leadership of the Executive Chef.

The Director of Outlets works in close partnership with the Executive Chef to ensure strong communication and coordination between front-of-house and back-of-house operations while maintaining clear departmental accountability.

The Director of Outlets is expected to maintain a strong presence throughout the resort’s food and beverage outlets, lead by example, develop strong teams, drive revenue and profitability, maintain service standards, and create memorable guest experiences.

ESSENTIAL DUTIES & RESPONSIBILITIES

Front-of-House Outlet Operations

• Provide leadership and operational oversight for all assigned front-of-house food and beverage outlets.
• Directly manage outlet managers, supervisors, and front-of-house associates.
• Ensure outlets are appropriately staffed, organized, clean, prepared, and ready for each meal period and shift.
• Maintain a visible leadership presence during peak business periods, weekends, holidays, special events, and high-occupancy dates.
• Conduct daily walkthroughs of outlets to evaluate cleanliness, organization, service readiness, associate performance, and overall guest experience.
• Ensure opening, closing, cash-handling, side-work, service, and front-of-house operational procedures are consistently followed.
• Monitor guest service flow and immediately address operational challenges that may impact the guest experience.
• Ensure appropriate communication between front-of-house and culinary teams.
• Review outlet reservations, expected covers, occupancy, events, groups, and forecasts to appropriately prepare front-of-house operations.
• Ensure outlet leadership maintains appropriate floor coverage and associate deployment.
• Ensure all front-of-house operations remain compliant with resort standards, departmental SOPs, and established service expectations.

Partnership with the Executive Chef

• Work collaboratively with the Executive Chef to ensure a seamless guest experience between front-of-house and culinary operations.
• Communicate expected covers, occupancy, VIPs, groups, events, promotions, and anticipated business levels to Culinary leadership.
• Partner with the Executive Chef regarding menu rollouts, specials, service concerns, guest feedback, ticket times, and operational opportunities.
• Communicate recurring food quality or presentation feedback received from guests to the Executive Chef.
• Coordinate front-of-house readiness for menu changes and new food offerings.
• Ensure front-of-house associates receive appropriate menu knowledge and product training in partnership with Culinary leadership.
• Participate in joint operational meetings with the Executive Chef as needed.
• Maintain clear accountability between front-of-house and culinary functions.

The Director of Outlets does not supervise culinary associates or assume responsibility for kitchen staffing, culinary scheduling, food production, kitchen discipline, or culinary performance management.

Guest Experience

• Maintain a visible presence throughout the outlets and actively engage with guests.
• Ensure guests receive professional, welcoming, efficient, and personalized service.
• Handle guest concerns and service recovery situations promptly and professionally.
• Empower outlet managers and associates to resolve appropriate guest concerns while maintaining accountability.
• Monitor guest feedback, online reviews, surveys, and internal comments related to outlet service.
• Identify trends in guest feedback and implement corrective action within front-of-house operations.
• Communicate culinary-related feedback to the Executive Chef for follow-up.
• Promote a hospitality culture where associates anticipate guest needs rather than simply respond to requests.
• Ensure VIPs, repeat guests, special occasions, groups, and resort events receive appropriate recognition and service.

Leadership & Associate Development

• Provide direct leadership, coaching, and support to outlet managers and supervisors.
• Establish clear expectations regarding performance, professionalism, attendance, guest service, productivity, and accountability.
• Conduct regular leadership meetings and pre-shift communication with outlet teams.
• Ensure outlet leaders consistently conduct meaningful pre-shift meetings.
• Coach managers and supervisors on leadership, communication, service standards, and performance management.
• Partner with Human Resources regarding recruitment, onboarding, training, coaching, corrective action, investigations, and associate relations matters involving front-of-house associates.
• Participate in interviewing and selecting qualified front-of-house candidates.
• Ensure new front-of-house associates receive structured onboarding and position-specific training.
• Identify high-performing associates and develop internal talent for future leadership opportunities.
• Provide ongoing coaching and feedback to improve performance.
• Ensure performance concerns are addressed promptly, consistently, and appropriately documented.
• Promote teamwork, communication, recognition, accountability, and associate engagement.
• Ensure leaders maintain professional boundaries and consistently apply resort policies.

Financial Performance & Revenue Generation

• Take ownership of front-of-house outlet revenue, labor performance, controllable expenses, and overall operational results.
• Review daily outlet revenue, covers, average checks, labor costs, discounts, comps, voids, and other relevant operational metrics.
• Develop strategies to increase outlet revenue and improve profitability.
• Identify opportunities to increase average guest check through appropriate upselling, beverage recommendations, promotions, and service initiatives.
• Monitor front-of-house labor scheduling to ensure staffing aligns with business demand and productivity expectations.
• Manage overtime and unnecessary front-of-house labor expenses.
• Partner with Food & Beverage leadership and Finance to monitor outlet budgets and forecasts.
• Review outlet financial results and understand variances to budget and forecast.
• Develop action plans when outlets are not meeting revenue, labor, service, or profitability expectations.
• Monitor beverage cost and beverage-related operational controls.
• Partner with the Executive Chef regarding food-related financial performance while maintaining separate operational accountability.
• Support promotions, activations, special events, and revenue-generating programs designed to increase outlet traffic.

Beverage Operations

• Provide leadership and oversight of beverage operations within assigned outlets.
• Ensure bartenders follow established recipes, pouring standards, and beverage presentation expectations.
• Monitor liquor, beer, wine, and beverage inventories.
• Review beverage cost, inventory variances, waste, comps, spills, and over-pouring.
• Maintain appropriate beverage par levels.
• Ensure responsible alcohol service standards are consistently followed.
• Ensure associates maintain required alcohol service certifications.
• Develop opportunities to increase beverage revenue through promotions, featured cocktails, upselling, and associate education.
• Maintain appropriate controls surrounding beverage inventory and storage.

Service Standards

• Establish and enforce clear front-of-house service standards for all outlets.
• Ensure associates demonstrate proper hospitality etiquette, menu knowledge, beverage knowledge, suggestive selling, and service sequencing.
• Regularly observe associates during service and provide immediate coaching when standards are not met.
• Ensure uniform, grooming, appearance, and professionalism standards are maintained.
• Ensure dining rooms, bars, service stations, menus, glassware, silverware, and other guest-facing areas meet presentation standards.
• Develop and maintain front-of-house SOPs, checklists, service standards, and training materials.
• Conduct periodic service audits and operational inspections.
• Reinforce the expectation that outlet leaders consistently inspect what is expected.

Training

• Coordinate and conduct ongoing training for front-of-house outlet associates and leaders.
• Ensure associates are properly trained in:
• Guest service standards
• Menu knowledge
• Beverage knowledge
• POS procedures
• Upselling techniques
• Allergy awareness and communication procedures
• Responsible alcohol service
• Guest recovery
• Cash handling
• Opening and closing procedures
• Resort policies and procedures
• Partner with the Executive Chef or designated Culinary leader for food and menu training as appropriate.
• Ensure required food handler and responsible alcohol service certifications remain current for applicable front-of-house associates.
• Maintain appropriate training documentation.
• Evaluate training effectiveness through observation, guest feedback, operational results, and associate performance.

Scheduling & Labor Management

• Review and approve front-of-house outlet schedules based on occupancy, forecasted covers, group business, events, historical trends, and business needs.
• Ensure appropriate staffing levels without excessive labor.
• Monitor attendance, tardiness, overtime, missed punches, meal periods, and scheduling concerns for front-of-house associates.
• Work with outlet managers to proactively address staffing shortages.
• Maintain appropriate management coverage across outlets.
• Ensure schedules comply with applicable policies and wage-and-hour requirements.
• Coordinate anticipated business volumes with the Executive Chef so Culinary leadership can independently plan kitchen staffing.

Food Safety, Sanitation & Compliance

• Ensure front-of-house associates follow applicable food safety, sanitation, health department, liquor, and safety requirements.
• Maintain cleanliness and sanitation standards throughout dining rooms, bars, service stations, and other front-of-house areas.
• Ensure proper handling of food and beverages by front-of-house associates.
• Ensure alcohol service policies and responsible service standards are consistently followed.
• Ensure associates immediately report safety hazards, accidents, injuries, or incidents.
• Partner with Security and Human Resources regarding workplace incidents when appropriate.
• Communicate kitchen or culinary sanitation concerns to the Executive Chef for immediate follow-up.
• Maintain readiness for health department, brand, ownership, and internal inspections as they relate to front-of-house operations.

Inventory & Cost Controls

• Oversee beverage inventories and front-of-house operating supplies.
• Ensure beverage inventories are completed accurately and according to established schedules.
• Monitor beverage usage, variances, waste, breakage, theft, and loss prevention.
• Ensure proper controls surrounding complimentary items, voids, discounts, checks, and cash handling.
• Maintain appropriate par levels for beverage products, china, glassware, silverware, linens, and front-of-house operating supplies.
• Partner with Purchasing and Food & Beverage leadership regarding front-of-house purchasing needs.
• Communicate product shortages or operational concerns to appropriate department leaders.

Communication & Collaboration

• Maintain strong communication with the Executive Chef, Culinary leadership, Banquets, Front Office, Housekeeping, Engineering, Security, Sales, Finance, Human Resources, and other resort departments.
• Participate in daily operational meetings and leadership meetings as required.
• Review resort occupancy, group activity, events, VIP arrivals, weather conditions, and other factors that may impact outlet operations.
• Communicate operational challenges, guest concerns, staffing concerns, and business trends to senior leadership.
• Ensure outlet leaders and associates are kept informed of relevant resort updates and operational changes.
• Support resort-wide initiatives and special events.

LEADERSHIP EXPECTATIONS

The Director of Outlets is expected to:

• Maintain a strong and visible presence throughout the outlets.
• Lead from the floor rather than primarily from an office.
• Hold outlet leaders and front-of-house associates accountable while maintaining professionalism and respect.
• Address performance concerns promptly.
• Demonstrate flexibility and adaptability as business conditions change.
• Model a sense of urgency and ownership.
• Maintain confidentiality and sound professional judgment.
• Support resort leadership decisions and initiatives.
• Communicate expectations clearly and consistently.
• Follow through on commitments and action items.
• Focus on solutions rather than simply identifying problems.
• Develop outlet managers and supervisors capable of independently managing their operations.
• Maintain a collaborative and respectful partnership with the Executive Chef.
• Respect the separation of accountability between front-of-house and culinary leadership.
• Continuously seek opportunities to improve guest experience, service execution, associate engagement, revenue, and financial performance.

KEY PERFORMANCE INDICATORS

Performance may be evaluated based on:

• Outlet revenue
• Beverage revenue
• Average guest check
• Front-of-house labor percentage
• Beverage cost
• Outlet profitability
• Guest satisfaction scores
• Online guest feedback
• Service recovery trends
• Front-of-house associate turnover
• Training completion
• Attendance and overtime
• Beverage inventory variances
• Cash-handling compliance
• Responsible alcohol service compliance
• Leadership development
• Achievement of budget and forecast expectations
• Overall front-of-house service execution

Qualifications:

• Minimum 5 years of progressive food and beverage leadership experience preferred.
• Minimum 2–3 years of multi-outlet or senior restaurant management experience preferred.
• Resort, hotel, upscale restaurant, or high-volume hospitality experience strongly preferred.
• Strong knowledge of front-of-house restaurant and bar operations.
• Demonstrated ability to manage multiple outlets and competing operational priorities.
• Strong understanding of labor management, budgeting, forecasting, beverage cost, and operational controls.
• Strong leadership, coaching, communication, and conflict-resolution skills.
• Ability to analyze operational results and implement effective action plans.
• Strong guest service and service recovery skills.
• Proficiency with POS systems, Microsoft Office, scheduling systems, and hotel technology.
• Knowledge of applicable food safety and responsible alcohol service requirements.
• Ability to work evenings, weekends, holidays, and varying schedules based on business needs.

Benefits We Offer:

• Health Benefits : Full medical, dental, and vision coverage.
• Retirement Savings : 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO) : Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development : Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts : Discounts on hotel stays and services across PHM properties.
• Wellness Programs : Access to health and wellness initiatives to support a balanced lifestyle.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.