Director of Operations bei Gracious Hospitality Management

Job Summary:

The Director of Operations (“DO”) sustainably and consistently ensures the highest level of hospitality, excellence, and quality control. They are responsible for the financial wellbeing and profitability of all Gracious Hospitality Management (“GHM”) properties, the development and oversight of COTE’s management team, quality control, property maintenance, staff morale, ensuring guests are welcomed to pristine restaurants, and the successful execution of the high standard of service that is expected at all GHM properties. They work directly with the CEO, Simon Kim, to execute his vision for excellence.

Essential Job Duties & Responsibilities:

Job duties and responsibilities include, but are not limited to the following:

Operations:

• Liaises and systemically reports directly to the CEO, Simon Kim, to make decisions for operational activities and set strategic goals to promote profitability and ensure the highest standards of service are being met. 
• Creates sustainable systematic improvements to all GHM properties.
• Establishes, monitors, and maintains the day-to-day operational standards of all COTE properties.
• Establishes a systematized form of communication updates on operational activities to report to Simon Kim on a weekly, monthly and quarterly basis.
• Holds a high standard that all team members be educated on products and services.
• Holds a high standard that all Company drink and food recipes and procedures are followed, and that the highest quality products are served to guests.
• Establishes, implements, and trains property management teams on all POS functions, including opening and closing procedures, comps, voids and transfers, back of house administration (employee creation, menu management, etc.)
• Communicates information effectively and efficiently; Drives overall communication of the management team.
• Promotes and practices safe work habits through training, education and day-to-day management; Identifies and resolves potential safety hazards; Ensures accidents are documented following proper procedure, conducts initial investigation and determination of root cause of safety incidents in the interest of maintaining a safe work environment.
• Establishes internal systems to ensure Department of Health standards are consistently met; Acts immediately with local GM to correct any DOH violations, and puts lasting enforcement measures in place.
• Ensures all required licenses and permits are maintained and posted per Federal, State, and City regulations.
• Participate in the planning and execution of new location openings, ensuring timelines, budgets, and operational requirements are met in collaboration with the Vice President of Operations.

Finance:

• Ensures, and is accountable for, profitability of the restaurant.
• Establishes, maintains, and utilizes daily, weekly, quarterly and annual budgets and financial reporting tools.
• Trains management team to understand financial goals and tools; Drives results through their participation.
• Targets areas of excess cost; Works with management team to maximize profitability through targeted, organized approach.
• Establishes, maintains, and oversees loss prevention standards, including cash handling procedures, accurate deposits and safe procedures.
• Sets pay scale for all hourly positions.
• Establishes SOP’s for payroll/time clock management; Oversees payroll processing weekly; Provides final review and approval to all payroll registers.

Staff Management:

• Is a role model for outstanding service; Continuously works to elevate service standards, and personally embodies hospitality.
• Creates forces of strategic direction; mentors and ensures property GM’s and CDC’s are well supported.
• Builds morale and team spirit by fostering a work environment where team members’ input is encouraged and valued.
• Consistently monitors, coaches and encourages management team to meet Company’s service standards.
• Works with management team to develop and execute ongoing training and development of current staff; Works with management team to coach and counsel team members for improved performance, documenting developmental plans as necessary; Approves all employee separations .
• Ensures that all team members are educated on Company products and services.
• Establishes and oversees performance review process for all employees; Delivers reviews to all direct reports.
• Oversees all staffing pars, postings for open positions, interviewing and final approval for new management hires.
• Manages scheduling of management team, ensuring proper coverage of all outlets at all times
• Resolves team member or customer conflicts through Company complaint handling procedure; Serves as last line of defense for employee complaints before HR counsel.
• Manages relationship with third party Human Resources professionals.

Standards:

• Display knowledge of the brand, culture, and product.
• Demonstrate the Company’s core values of people, learning, culture, relationships, sustainability, and stewardship.
• Maintain professional and respectful behavior when in contact with guests, management, and teammates.
• Present a polished personal appearance, adhering to company grooming standards outlined in the Employee Handbook. 
• Adhere to all company policies and procedures outlined in handbooks, manuals, and other company documents.
• Attend and participate in all scheduled meetings, training sessions, and continuing education activities.
• Take care of all company property.
• Maintain safety standards.
• Comply with federal, state, and local laws and regulations.