Head of Operations & Business Management

Director Operations III

$The purpose of the Director of Operations III role is to run restaurants in a high volume, moderately complex location by directing, planning, and managing the revenue generating and operations activities of the leadership team of restaurant managers and support staff, ensuring all restaurants are clean, staffed, open for business, and operating to high operational and financial standards by holding assigned F&B Multi-Unit Manager(s), General Manager(s) and staff accountable. The DO-III is responsible for building a successful relationship with the Landlord, Unions, DBE/Joint Venture Partners, and other stakeholders. Facilitates the development and implementation of the annual budget, financial forecasts and other business goals, and leads unit management to ensure budgeted sales and profit goals are achieved

Develops, maintains, and fosters growth of landlord, brand and DBE partner relationships

Staffing/Deployment

Promotes HMSHost as an employer of choice within the local community

Authorizes hiring, firing, advancement, promotion or any other status change of location associates, F&B Multi-Unit Managers, GMs and leadership staff

Responsible for scheduling managers to ensure the branch has a leader-decision maker on site during all hours of operations, and that all restaurants have a person-in-charge on site during all operating hours.

Holds F&B Multi-Ops Managers and GMs accountable for on-boarding and off-boarding of all restaurant associates, to include all activities related to compliance with proper badging requirements, orientation, OJT, and other company training/processes. Ultimate accountability for ensuring the collection of terminated employee badges, communicating terminations to HR

Supports company recognition initiatives and develops and implements plans that will motivate and recognize restaurant staff for their contributions and performance, including using Shout-Out tools and materials.

Provides F&B Multi-Unit Managers, GMs and leadership staff with consistent support, coaching and encouragement necessary to achieve business goals

Ensures company and branch diversity and inclusion philosophy is understood and actively executed within the restaurants

Reads and understands financial and operational data and reports to monitor progress towards zone goals and assigns associates to meet those objectives

Engages with Ops Controller and regional leadership on financial decisions and enacting needed controls. Is aware of Loss prevention concerns and escalates those concerns to LP personnel.

Product Availability/Working Equipment

Ensures F&B Multi-Unit Managers, GMs and leadership staff are accountable for preparing daily orders and units are stocked with appropriate levels of product and ensures associates learn these order procedures

Monitor/maintain restaurant equipment, schedule routine service or repairs as needed.

Champions minimization of waste, records as needed and participates in food donation program.

Brand Knowledge/Proficiency

Assesses skill levels of F&B Multi-Unit Managers, GMs and leadership staff and conducts and recommends training/education activities as necessary

Maintains a working knowledge of all applicable brand standards, CBAs, Landlord lease agreements, and all procedures and protocols to maximize brand/landlord/labor relations, and teaches associates these standards

Develops and implements creative strategies to increase revenue

Visual/Vibe/Appeal

Manages the day-to-day activities of F&B Multi-Unit Managers, GMs and leadership staff within the branch

Uses judgment and discretion to resolve customer and associate questions and problems and determines when to refer more complex issues to senior level leaders

Recognizes, understands, and utilizes subordinate leaders' strengths and provides ongoing feedback that reflects on progress against individual development goals and business goals

Implements marketing programs as directed by OSC or brand initiatives, complies with promotional activity, drives revenue and interacts with support teams for AB programming, sales matrix, Coke programming or other as directed.

Maintains an in-depth understanding of all federal, state, and local sanitary, safety, and health standards, and all procedures and protocols to comply with the law

Holds F&B Multi-Unit Managers, GMs and leadership staff accountable for ensuring all safety standards are understood and met

Ensures new managers and associates are trained in wellness check protocols and adheres to new COVID 19 requirements.

The Director of Operations - III position as described falls under the Fair Labor Standards act as an Exempt position, under both the Administrative Exemption and the Executive Exemption tests.

The position typically reports to the Regional Director of Operations within the assigned region.

The Director of Operations - III position is expected to work a varied and rotating schedule to be on site at various operating days and hours each week; some opening shifts, during some busy dayparts, and during some closing shifts to monitor F&B Multi-Unit Managers, GMs and restaurant associates' work activities during these different days and times.

The Director of Operations - III position is the first position in a series of branch level leadership positions of increasing scope and complexity.

Education and management knowledge: demonstrated through progress toward a bachelor's degree in Hospitality Management, or through varying combinations of formal post-secondary education or successful years of hands-on experience managing multiple restaurant concepts and multiple restaurant units.

Restaurant experience: must have demonstrated multi-unit restaurant experience, to include brands and service styles of varying complexity (e.g.: QSR, FSR, Union, Non-Union, etc.), Generally speaking, multi-unit, multi-concept management experience for a minimum of 7 years with underlying overall restaurant management experience of 9 years is necessary to be successful in a small branch.

Financial acumen: possesses a solid understanding of the drivers of growth and profitability and how key financial metrics are used; Knows how to drive KPI results through behaviors versus managing the metric.

Demonstrates knowledge of restaurant product and service quality, safety and operations standards, and ability to teach and coach these standards to a team.

Demonstrates the ability to interact with the public, team and various stakeholders in a friendly, enthusiastic and inclusive manner including clients, executive team, union representatives, branded partners and a diverse group of hourly associates.

Demonstrates team management, delegation and issue resolution skills; applied strong coaching behaviors and ongoing feedback on performance.

Managing priorities and problem solving: the ability to manage multiple and concurrent priorities and apply critical thinking to solve problems.