Director of Operations - SAA

The Director of Operations is responsible for overseeing and providing an innate understanding of high-touch customer service – you are the consummate host and no detail in providing for members, guests, or our teams will go unnoticed. As our ultimate ambassador, you ensure the food and beverage experience for all Members and Guests are executed to the highest levels of service, resolving all customer issues and service recoveries towards a positive outcome. Pre and post service analysis of the cost effective and efficient allocation of staffing levels per service in relation to daily reservations and or event bookings.

The Director of Ops will assist the General Manager of the establishment of operating systems and the onboarding and setting up of training schedules with new staff. They will also set the standards of service unique to our Operation, consistently working to improve the delivery of service and implementing all systems to ensure smooth delivery.

The ideal candidate will quickly be able to adapt to the brand, values, and culture of the company, evoking passion and excitement for the process in all involved, while providing an upbeat and positive client and team experience. Because we are a small team, we all wear many hats and are happy to roll up our sleeves and lend a hand whenever needed. Can-do attitudes and respectful inclusive outlooks are greatly valued and expected of all team members.

Reports to:                 COO

Requirements

• Encompassing several spheres of hospitality - blending service excellence, innovation, creativity and operations the role calls upon but is not limited to: leadership by example, team building and guest rapport, alongside workflow and management of the various Bars + Restaurant operational functions.
• An innate understanding of high-touch customer service – you are the consummate host and no detail in providing for members, guests, or our teams will go unnoticed; observes team execution of service and provides feedback and course correction.
• Manage and oversee daily planning and upkeep of operations to ensure an integrated, efficient, and profitable organization.
• As our ultimate ambassador, will ensure customer relations for all Members and Guests are executed to the highest level of service, resolving all customer complaints & correspondence as required.
• By day respond to all incoming requests for reservations, review profiles of members and guests to allocate appropriate tables, arrange the evening table plan, set up the evening staff briefing sheet and flag the all teams on noteworthy reservations to ensure the execution on house VIP protocols.
• By night responsible for excelling in customer service, welcoming and effectively communicating with Members and Guests on arrival, managing the check-in experience, escorting Members and Guests to assigned tables or bar area.
• The capacity to work within an ever-changing environment, assisting to develop operating procedures as the business dictates and the willingness to support in other areas as required.
• Supply expert knowledge on the food, wine and spirits programs and ensure the quality of all food or beverage items, ingredients, and preparation methods daily.
• Proven leadership and professional development experience with teams of individuals from a variety of departments: Events, Spa, Membership, Programming, Operations, Facilities, Marketing & Sales, IT & A/V, etc.
• Pre and post service analysis of the cost effective and efficient allocation of staffing levels per service in relation to daily reservations and or event bookings.
• Assist the management team with recruitment, the establishment of operating systems and the onboarding and set up of training schedules with new staff.
• Set the standards of service unique to our Operation, consistently working to improve the delivery of service, implementing all systems to ensure smooth delivery.
• Create an excellent work environment, the ability to bring a diverse group of humans from various experiences, countries, and cultures together centered upon teamwork and mutual respect.
• Development and implementation of training manuals and materials for staff across the venues.
• Ongoing development of team members to ensure detailed product knowledge, growth and professionalism.
• Effective communication during pre-service briefings of information relating to all offerings, members, guests, and daily operations.
• Attend and coordinate daily / weekly & monthly operational meetings to ensure effective coordination and cooperation between departments.

Requirements

• MUST have 10+ years creating and managing luxury hospitality/lifestyle hospitality experiences (e.g., F&B/Restaurant/Hotel), serving the creative and/or luxury industries.
• Proven experience with opening new Restaurants, Bars and Cafés.
• Ability to take full responsibility for the success of the overall operations for the various outlets
• Demonstrated strength in working alongside a range of backgrounds, skills, and professionals. The DO must be as adept at working with hourly employees as they are at advising our COO and Partners.
• Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations
• You pride yourself on the ability to talk to anybody; you can turn any “No” into a “Yes!”
• Highly entrepreneurial, and able to adapt to changing priorities in a fast-paced environment; proven ability to execute in the face of competing priorities
• Strong computer skills a must (Outlook, Excel, Word)

Additional Skills

• Flexible self-starter with attention to detail who is able to work in a fast-paced environment and support multiple projects at once
• Solid written and verbal communication skills
• Flexible with respect to the demands and hours needed in this role and be willing and able to work evenings and/or weekends to support the property team is a must
• Must exhibit the ability to plan, prioritize and demonstrate exceptional follow-up skills 
• Must be courteous, persuasive, client focused, professional and positive at all times

Physical Requirements:

• Ability to safely and successfully perform the essential job functions, including meeting productivity standards.
• Ability to maintain regular, punctual attendance

Benefits

• Health Care Plan (Medical, Dental & Vision) 
• Paid Time Off (Vacation, Sick & Company Observed Holidays)
• Commuter Benefits
• Training & Development
• Team Member Referral Program - $250 for any referrals if your referral stays for 3 months, we are always looking for great candidates at fine dining places that have like-minded individuals. Please feel free to forward resumes!

The base pay range for this position is a salary range of $135,000 - $150,000 per year. The determination of what a specific employee in this job classification is paid within the range depends on a number of factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, etc.