Job description

Position Summary:

This position oversees all front of the house and back of the house restaurant operations of all owned and operated Concepts in the United States. The Director of Operations may be required to assist in other projects as assigned by leadership.

Essential Job Functions and Responsibilities

  • Conduct all orientations for new hires using our standard process to ensure smooth operations
  • Work with General Managers on continuous staff training and procure employee’s high morale
  • Operate restaurant in accordance with prescribed policies, procedures and practices only
  • High level emphasis on HR, New Hire and Payroll Process policies and Procedures to ensure 100% compliance and eliminate unnecessary legal implications
  • Ensure effective lines of communication and relationships with all GM’s, Chefs, Managers and Corporate office personnel
  • Ensure compliance with required standards in areas of staffing; restaurant operations; employee and guest relations; labor costs; beverage costs, food costs, sanitation and food preparation – with Regional Chef; safety and working environment
  • Ensure compliance with state, federal and local laws (i.e. liquor, labor, OSHA, health and sanitation, etc.)
  • Complete knowledge of job standards for each position within the restaurant
  • Assist in coordination and timely implementation in-restaurant promotions, new product rollouts, and point of sale materials
  • Guest relations – interact with guests in the dining room and bar, ensuring exemplary guest experiences
  • Provide performance feedback, coaching, counseling, and recommend personnel actions for employees based on performance using our standard documentation process
  • Provide input for performance appraisals and recommend appropriate salary actions for front and back of the house employees using our annual salary or hourly reviews
  • Oversee the recruitment, training and supervision of Managers
  • Constantly interview candidates for all salary positions using our weekly ad placements on ad placement sites
  • Assist in Performance Reviews (salary and benefits review)
  • High level overview of new drinks and beverages

o Capable of performing all manager duties and responsibilities of the Front of the House

(General Managers; Marketing Manager; Event Manager; Day Managers; Service Managers, Chefs, Sous Chefs, Kitchen Managers)

  • Coordinate with Public Relations in the execution and implementation of Public Relation programs and activities
  • Attend:
  • Assist in the Quarterly General Staff meetings with Regionals
  • Responsible for reviewing, approving or declining:
  • Purchases of $500 or more
  • With Project Manager - any physical (interior and exterior) improvements or changes in the restaurants
  • With Board Members - any changes or revisions of restaurant policies and operational procedures
  • Responsible for reviewing and addressing issues of concern:
  • Review monthly walk-through, on-site inspections and audits for restaurant operation submitted by Regionals
  • Responsible for maximizing the financial performance of each area restaurant while maintaining product quality and service
  • Perform all other duties, tasks and responsibilities assigned by leadership
  • New Area Projects:
  • Responsible for overseeing and coordinating new projects as time permits and assigned by leadership
  • Weekly Managers’ meeting when available
  • Weekly financial reports meeting or conference calls when available

o Daily Avero Logbook reports - Must be thoroughly red daily for prior day

o Weekly Payroll reports

o Monthly Spotter’s reports

o Monthly Health Auditing

o Weekly Food and Beverage inventories

o Weekly Labor Cost

o Weekly Food and Beverage Costs

o Weekly Comp and Promotional Discounts

o Develop action plans with Regionals to improve areas of Opportunities


  • Use daily kitchen | dining room notes and e-mail to communicate amongst the team
  • Ensure and measure open lines of communication between FOH and BOH at all times
  • Show respect for BOH and FOH employees equally and ensure all management levels do the same
  • Work with Regional Teams to execute menu changes, specials, price changes
  • Ensure product knowledge is available for all systems, policies, menus are up to date and available
  • Lead by example and motivate through positive reinforcement
  • Be firm, fair and consistent when involved with employee issues
  • Create and maintain SOP Manuals for Restaurant FOH and work with BOH Corporate Chef on areas of both BOH SOPs wherever there is crossover of information


  • Strive for guest satisfaction—maintain the goal of creating positive guest experiences
  • Maintain the integrity of each menu item, of Restaurant concept and of each service
  • Assist Corporate Chef in working with all BOH Managers to organize and operate efficient, professional services at every meal period
  • Inspect and ensure all BOH workspaces including loading dock and prep kitchen are clean and operational
  • Assist Regional Chef to orientate, motivate, train, and educate BOH managers in Restaurant policies, procedures, and rules

People skills

  • Praise in public, criticize behind closed doors and give constructive feedback when appropriate.
  • Constantly develop culinary talent and administrative capabilities and remember that you can learn something from every employee in the restaurant
  • Maintain a positive attitude about all F&B revenue centers equally
  • Oversee that all Restaurant specific employees are being treated as equals and that all HR duties are being executed in a timely fashion
  • Assist the Corporate Chef in overseeing BOH Managers
  • Maintain and secure all proper documentation of disciplinary actions and incident reports

Qualification Standards

  • Education:
  • BA/BS degree preferred
  • Culinary Arts and/or Hotel and Restaurant Management a plus
  • Able to read, write and speak English fluently
  • General knowledge of math/accounting principles
  • Experience/Skills:
  • Seven to ten years upscale full service restaurant or hotel management experience required
  • Two+ years multi-unit management experience with full P&L responsibility
  • Prior experience with a computerized POS system and Reservation system
  • Professional appearance and excellent interpersonal and communication skills
  • Excellent organizational skills and attention to detail
  • Excellent verbal and written communication skills
  • Positive and determined attitude
  • Passion for the restaurant business
  • Ability to recruit, develop, motivate, train and coach employees
  • Strong work ethics
  • Proven leadership skills and supervisory experience
  • Comfortable with restaurant business process and contract negotiation
  • Physical Abilities:
  • Ability to do each of the hourly and salary employees’ job functions within the restaurant or bar
  • Ability to communicate well, on the telephone and in person, and maintain good interpersonal relations with employees and guests
  • Ability to plan and coordinate
  • Ability to use judgement and make independent decisions to ensure that all service standards are met and all guests are satisfied
  • Ability to follow established serving guidelines
  • Ability to frequently bend, lift and carry trays weighing up to 50 lbs., flatware, glassware, cups, coffee pots, pitchers; cutlery, linen, chairs and tables
  • Extensive mobility within and between work area, kitchen, storerooms, back of the house
  • Ability to calculate and make change
  • Ability to remain standing for the entire shift
  • Ability to handle stress of interacting with employees and guests, handling guest complaints, and dealing with time constraints
  • Ability to remain flexible, to accommodate special and unplanned situations
  • Ability to travel and must be able to stay for extended periods of time at other restaurant locations

o Work Environment

o Interior restaurant and kitchen; exposure to temperature extremes, grease, food, noise, appliances, and cleaning agents

  • Hazards include, but are not limited to, slipping, tripping, falling, cuts, scrapes, muscle strains and burns

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