Hospitality Operations Manager, Residential Dining

Hospitality Operations Manager

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Overview

The Hospitality Operations Manager is the Ambassador for Yale Hospitality, providing support to an Area General Manager/Resident General Manager, and reports to the Managing Director of Residential Operations. This position oversees all front-of-the-house operations for a large university's residential dining operation and is responsible for supporting assigned units within a zone of dining halls. The role entails ensuring food quality, preparation, setup, taste, portioning, and cleanliness are maintained to the highest standards during meal hours. Additionally, the Hospitality Operations Manager supervises a team of 25 to 30 unionized staff and accomplished chefs, ensuring exceptional service and a positive dining experience for students, faculty, and staff. The role also includes developing and overseeing service standards, customer service policies, quality assurance, in-service training, and ensuring proper food handling and sanitation standards.

Required Skills and Abilities

1. Exceptional communication skills to interact effectively with university constituents, including Heads of College and Deans. ServSafe Certified with a valid Driver's License.

2. Strong leadership skills with the ability to effectively supervise, train, and manage a diverse work staff, including bargaining unit employees. Proven oral and written communication skills.

3. Demonstrated ability with food service management systems or similar recipe development/menu management systems, database management, Microsoft Office, internet, and email.

4. Ability to manage, coach, and develop a team of unionized employees.

5. Ability to plan and execute large-scale catering events.

Principal Responsibilities

1. Plan, organize and manage an operation within Yale Hospitality to include: residential student meals, executive dining, and conference services.

2. Provide support to the Resident General Manager in the design, development, and creation of a quality experience in the areas of set up, decoration, menu identifiers, linen, props, and other aspects, daily service, special events, theme dinners, and catered functions.

3. Provide support with menu forecasting standards with culinary teams.

4. Collaborate with the Area General Manager and Resident General Managers to ensure the highest level of customer service by developing and overseeing food service standards, customer service policies, quality assurance, in-service training, proper food handling, and sanitation standards.

5. Conduct regular service inspections and evaluations to observe food preparation and service, station appearance; and cleanliness and sanitation of production and service areas, equipment, and employee uniform compliance.

6. Obtain guest feedback to create a discretionary guest-centric dialogue through surveys and "table touching."

7. Implement and monitor housekeeping, sanitary and safety rules, and regulations.

8. Create and maintain strong working relationships with Heads of Colleges, faculty, administration, and students.

9. Supervise the dining room during meal periods and special events.

10. Monitor revenue and expenses for all cost centers by reviewing weekly and monthly financial reports.

11. May be assigned to process payroll, scheduling, and attendance for all staff within an assigned cluster.

12. May be assigned to provide support with purchasing control and inventory maintenance.

13. May be assigned to preparing operational reports and analyses setting forth progress, and adverse trends, and making appropriate recommendations.

14. Interview, select, train, and evaluate service and support staff. Maintain positive employee relations and resolve issues in a timely and proactive manner. May be required to participate in and respond to grievances.

15. Conduct performance management evaluations of service and support staff.

16. Maintain University policies and procedures.

17. May perform other duties as assigned.

Required Education and Experience

Bachelor's degree in Hotel/Restaurant Management or a related field and 4 years of previous Service Management experience; or an equivalent combination of education and experience.

Required License(s) or Certification(s)

ServSafe Certified and Valid Driver's License.

Physical Requirements

Sustained standing; frequent bending. Move, lift and carry supplies, equipment, and materials weighing up to 25 pounds without assistance from floor to waist height and 20 pounds to shoulder height. Carry supplies up or down stairs if necessary.