General Manager - Catering Operations

Job Description

Job Description:\n\nDISCLOSURES\nThe specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to perform the job successfully. Job responsibilities may be modified or expanded over time, and the company will inform the employee of any such changes.\n\nEMPLOYMENT RELATIONSHIP DISCLOSURE\nThis position is employed by Enterprise Management Solutions LLC, which serves as the Employer of Record and staffing provider.\n\nThe employee will be assigned to work at and support The Charmed Table under a client service agreement. While Enterprise Management Solutions LLC is responsible for employment administration, including payroll, benefits (if applicable), and HR compliance, the employee will perform day-to-day duties at The Charmed Table and will receive operational direction, supervision, and performance expectations from The Charmed Table’s leadership team.\n\nThe employee is expected to adhere to the policies, procedures, operational standards, and performance expectations of both Enterprise Management Solutions LLC and The Charmed Table, as applicable.\n\nNothing in this arrangement alters the at-will employment relationship with Enterprise Management Solutions LLC. The Company reserves the right to modify assignments, responsibilities, reporting relationships, or work locations based on business needs.\n\nABOUT THE COMPANY\nThe Charmed Table, LLC is a full-service catering company based in Baltimore, Maryland. We specialize in delivering nutritious, high-quality prepared meals to group homes, assisted living facilities, and other supportive housing programs. Our mission is to provide consistent, timely, and safe meal service to help our community thrive through food.\n\nCOMPANY WEBSITE: PHONE NUMBER: View phone number on ziprecruiter.com\n\nHR DEPARTMENT PHONE NUMBER: View phone number on ziprecruiter.com\n\nHR DEPARTMENT EMAIL ADDRESS: View email address on ziprecruiter.com\n\nPOSITION TITLE: General Manager - Catering Operations\n\nALTERNATE TITLE(S):Catering Operations Manager, Food & Beverage Operations Manager,\n\nCOMPANY: The Charmed Table \n\nDEPARTMENT: Food Services\n\nDIVISION: Operations\n\nUNIT: Hospitality & Culinary Operations\n\nACCOUNTABLE TO: Chief Operations Officer\n\nACCOUNTABLE FOR: Ensuring the daily execution of catering, delivery, DoorDash, and meal program operations; overseeing staff scheduling, supervision, appearance, productivity, and accountability; maintaining food quality, presentation, menu consistency, and customer satisfaction; managing cost control, waste reduction, receipt tracking, inventory accuracy, and overall operational profitability; implementing and maintaining operational systems including recipe costing, inventory tracking, production planning, and performance reporting; ensuring compliance with food safety standards including HACCP, temperature control, sanitation, and audit readiness; delivering weekly performance reports to leadership and implementing corrective actions in a timely manner; and collaborating with outsourced administrative functions to support operational accuracy, customer follow-through, billing processes, HR coordination, and marketing execution.\n\nCLASSIFICATION: Non-Exempt W-2, Hourly – Full-Time\n\nWORK SCHEDULE: \nThis schedule reflects 8 hours per day, totaling 40 hours per week, Monday through Friday, 8:00 AM–5:00 PM. Scheduling needs may vary based on business demands, and adjustments may be required as reasonably assigned.\n\nCOMPENSATION RANGE: $55,000 – $65,000 annually, commensurate with experience, qualifications, and demonstrated performance\n\nIncentive Compensation: At the discretion of the Company, incentive compensation may include one or more of the following structures:\n\nBase compensation plus performance bonus\nBase compensation plus profit participation\nBase compensation plus growth-based incentives\n\nAll incentive compensation is subject to Company approval, financial performance, operational performance, compliance, and achievement of measurable benchmarks. \n\nBENEFITS PACKAGE: This position is eligible for standard W-2 employee benefits, including but not limited to those outlined in the Company’s official benefits package. Eligibility and participation are subject to the terms and conditions of the applicable plans. Full details are provided in the current benefits package documentation.\n\nANTICIPATED TRAVEL: 15% of the time.\n\nSUMMARY OF POSITION RESPONSIBILITIES: General Manager - Catering Operations is responsible for managing the day-to-day operations of The Charmed Table while ensuring that the Company’s food service, catering, delivery, and meal program operations are executed accurately, safely, profitably, and consistently.\nThis role is not limited to supervising kitchen activity. The General Manager - Catering Operations is expected to manage operational performance, control costs, implement systems, monitor staff productivity, support revenue growth, coordinate with outsourced administrative partners, communicate with customers, and report weekly to leadership on measurable results.\nThe General Manager - Catering Operations must be able to translate leadership direction into action, identify operational gaps, implement improvements, and hold assigned staff accountable. The role requires a balance of hands-on operational management, business discipline, customer service, food safety oversight, and continuous improvement.\n\nSCHEDULED DUTIES AND RESPONSIBILITIES:\nDaily Operations Management\nGeneral Manager - Catering Operations is responsible for the daily coordination and supervision of The Charmed Table’s food service operations. This includes ensuring that staffing, production, delivery, customer needs, inventory, and systems are aligned each day.\nThe Manager must ensure that the operation is prepared before service begins, monitored throughout the day, and properly closed out with documentation, inventory updates, and next-day preparation.\nResponsibilities include:\n\nReview daily orders, production needs, delivery requirements, and staffing coverage\nAssign responsibilities to the Catering Lead Cook and Inventory & Systems Cook\nMonitor daily workflow and correct issues in real time\nEnsure opening, mid-day, and closing checklists are completed\nEnsure production plans are followed and adjusted as needed\nMaintain communication with leadership regarding major issues, delays, risks, or customer concerns\n\nKey Performance Indicators:\n\nDaily operations checklist completion: 100%\nProduction plan reviewed daily: 100%\nOperational issues escalated appropriately: 100% of critical issues\nSame-day correction of controllable operational gaps: ≥ 90%\n\nCatering & Event Execution\nGeneral Manager - Catering Operations oversees the full lifecycle of catering operations, including order review, production planning, staffing, packaging, delivery coordination, setup, breakdown, and post-event follow-up.\nThe Manager must ensure that catering is profitable, professional, timely, and consistent with The Charmed Table brand.\nResponsibilities include:\n\nConfirm catering orders, quantities, menus, timing, delivery details, and staffing needs\nCoordinate with the Catering Lead Cook to ensure production readiness\nEnsure food is prepared according to approved menus, recipes, portions, and presentation standards\nEnsure catering orders are properly labeled, packaged, and transported\nMonitor event execution and address service issues promptly\nConduct post-event reviews and document lessons learned\nCommunicate event completion details to outsourced invoicing or finance support when needed\n\nKey Performance Indicators:\n\nOn-time catering execution: ≥ 95%\nCatering order accuracy: ≥ 97%\nEvent error rate: ≤ 3%\nPost-event review completion for applicable events: 100%\nEvent profitability review completed: 100% for major events\n\nMeal Program & Group Home Delivery Operations\nThe General Manager - Catering Operations is responsible for ensuring that all institutional meal programs, group home deliveries, and contracted recurring meal services are executed accurately, on time, and in accordance with customer requirements.\nThis includes responsibility for menu posting, menu consistency, delivery condition, food temperature, portion consistency, documentation, and customer communication.\nResponsibilities include:\n\nEnsure group home and contracted meal deliveries are prepared and delivered on schedule\nEnsure menus are posted at applicable customer facilities as required\nEnsure meals match approved menus unless leadership-approved substitutions are documented\nMonitor portioning, labeling, packaging, and delivery condition\nAddress complaints or service concerns with urgency\nMaintain records of deliveries, menu postings, substitutions, and customer issues\n\nKey Performance Indicators:\n\nOn-time meal delivery: ≥ 98%\nMenu posting compliance: 100%\nMeal accuracy: ≥ 97%\nTemperature compliance at delivery: ≥ 98% within safe range\nCustomer complaints resolved or escalated within: 24–48 hours\n\nDoorDash, Direct Delivery & Third-Party Platform Operations\nThe Charmed Table participates in delivery-based sales channels, including DoorDash and other direct or third-party delivery platforms. The General Manager - Catering Operations is responsible for ensuring these channels are managed with the same discipline as catering and meal program operations.\nDelivery platforms must be monitored for accuracy, timeliness, customer ratings, menu consistency, packaging quality, and profitability.\nResponsibilities include:\n\nEnsure DoorDash and direct delivery menus are accurate and consistent with approved offerings\nMonitor order flow, packaging standards, and customer complaints\nReview third-party platform performance and customer ratings\nIdentify low-margin or high-error menu items and recommend changes\nCoordinate with outsourced marketing support regarding promotions, photos, menu updates, and customer-facing information\nEnsure delivery channel performance supports growth and profitability rather than uncontrolled volume\n\nKey Performance Indicators:\n\nDoorDash/direct delivery order accuracy: ≥ 97%\nOn-time delivery preparation: ≥ 95%\nCustomer rating: ≥ 4.5 average\nDelivery order complaint/error rate: ≤ 3%\nDoorDash/menu updates completed within required timeframe: 100%\n\nMenu Consistency, Recipe Compliance & Food Presentation\nThe General Manager - Catering Operations is responsible for ensuring that food quality and menu execution remain consistent across catering, meal programs, DoorDash, and other customer channels.\nThe Manager must ensure staff do not deviate from approved menus, portions, recipes, or presentation standards without authorization.\nResponsibilities include:\n\nMaintain consistency with approved menus and recipes\nEnsure portion sizes are followed and monitored\nEnsure food presentation meets company standards\nCoordinate menu changes with leadership and outsourced marketing support when applicable\nEnsure staff understand and follow menu requirements\nDocument substitutions, shortages, or approved menu changes\n\nKey Performance Indicators:\n\nMenu adherence: ≥ 98%\nPortion compliance: ≥ 97%\nFood presentation standard compliance: ≥ 95%\nUnauthorized menu deviations: 0\n\nFinancial Performance, Profitability & Cost Control\nThe General Manager - Catering Operations is responsible for managing operations with a clear understanding of cost, margin, and profitability. This role must not simply track expenses after the fact; it must actively identify cost problems and implement corrective actions.\nThe Manager is expected to understand how labor, food cost, waste, inventory variance, pricing, delivery fees, customer mix, and event execution affect profitability.\nResponsibilities include:\n\nMonitor labor cost and adjust staffing recommendations accordingly\nMonitor food cost and waste trends\nEnsure purchases are appropriate, documented, and aligned with business needs\nMaintain complete receipt and expense documentation\nReview event and delivery profitability with leadership\nIdentify unprofitable practices, menu items, or processes and recommend improvements\nSupport pricing, costing, and margin analysis through accurate operational data\n\nKey Performance Indicators:\n\nLabor cost target: ≤ 30% of revenue, unless otherwise approved\nFood cost target: ≤ 30% of revenue, unless otherwise approved\nFood waste: ≤ 5%\nReceipt documentation completeness: 100% weekly\nEvent profitability review for major events: 100%\nCorrective actions for cost overruns implemented within: 7 days\n\nInventory Management, Receiving & Vendor Controls\nThe General Manager - Catering Operations is responsible for ensuring inventory is controlled, documented, and actively managed. The Inventory & Systems Cook may perform day-to-day tracking tasks, but the General Manager - Catering Operations remains accountable for the accuracy and effectiveness of the system.\nResponsibilities include:\n\nOversee inventory counts, receiving logs, and stock rotation\nEnsure first-in, first-out practices are followed\nMonitor shortages, overstock, waste, spoilage, and unexplained variance\nReview vendor deliveries for accuracy, quality, and pricing issues\nEnsure vendor issues are documented and addressed\nCoordinate purchasing needs while controlling unnecessary spend\n\nKey Performance Indicators:\n\nInventory accuracy: ≥ 98%\nInventory variance: ≤ 2%\nStockout incidents: ≤ 1 per week\nVendor order accuracy: ≥ 98%\nWaste logs completed: 100% daily\n\nSystems Implementation & Operational Controls\nA critical expectation of this role is the implementation and consistent use of systems that allow leadership to monitor performance. The General Manager - Catering Operations must ensure that systems are not only created, but actually used.\nSystems may include recipe costing tools, inventory management systems, production planning sheets, delivery logs, temperature logs, event profitability trackers, customer issue logs, and weekly KPI dashboards.\nResponsibilities include:\n\nImplement and maintain recipe costing for menu items\nEnsure inventory tracking is updated consistently\nMaintain production planning tools and checklists\nEnsure operational data is available for leadership review\nWork with leadership to improve dashboards and reporting tools\nTrain staff on required systems and hold them accountable for usage\n\nKey Performance Indicators:\n\nRecipe costing coverage: 100% of active menu items\nInventory system updates: 100% as scheduled\nProduction planning documentation: 100% daily\nVariance between expected and actual food cost: ≤ 3%\nWeekly KPI dashboard/report submitted: 100% on time\n\nFood Safety, HACCP, Temperature Control & Compliance\nFood safety is a critical function of this role. The General Manager - Catering Operations must ensure that all food is prepared, held, transported, delivered, and served in compliance with applicable standards and Company procedures.\nThis includes HACCP compliance, temperature control, sanitation, allergen awareness, docum