Director of Operations

$120,000 - $150,000/Yr

Grand Banks - New York, NY

Full-time - Mid Level

New York, NY

101-250 employees

About the position

The Director of Operations (DOO) at Grand Banks is a pivotal leader responsible for the overall management and operational excellence of one of the busiest venues in the Crew hospitality group. This role requires a seasoned professional with significant experience in upscale restaurant management and operations, demonstrating full accountability for daily, weekly, and ongoing operations. The DOO will focus on achieving organizational objectives, enhancing overall performance, and ensuring the highest standards of guest satisfaction. In this hands-on position, the DOO will actively participate in daily operations, including evenings and weekends, to assess management and staff performance and identify areas for improvement. The role involves guiding the management team, upholding advanced service protocols, certifying that staff are properly trained, enforcing company standards and policies, supervising administrative functions, and ensuring compliance with health codes and safety regulations. The DOO will oversee the entire venue management team, both front of house and back of house, and will report directly to the company-wide Executive Director of Operations. Key responsibilities include managing revenue through performance analysis and sales data, meeting financial goals, controlling labor costs, overseeing inventory and cost of goods, and ensuring accurate invoicing and payables. The DOO will also lead by example, motivating the restaurant team to provide exceptional service, maintain elevated service standards, and implement ongoing training programs for managers and staff. Additionally, the DOO will manage guest feedback, ensure compliance with health and safety regulations, and foster a collaborative environment to enhance employee morale and retention.

Responsibilities

• Manage revenue by analyzing performance and sales data to identify opportunities for increased sales.
• Meet financial goals including year-over-year sales growth and targeted margins.
• Control labor costs by forecasting future financial performance and ensuring efficient staff scheduling.
• Oversee inventory levels to ensure adequate supply without overstocking and conduct regular audits.
• Review and approve invoice payments for inaccuracies and ensure proper submission of all invoices.
• Lead by example to motivate and manage the restaurant team to provide exceptional service.
• Maintain elevated service standards to create a memorable guest experience.
• Implement ongoing training programs for managers focused on service and best practices.
• Assist in developing and overseeing all venue-level departmental training programs.
• Ensure proper levels of managerial coverage at all times in accordance with Crew policy.
• Address daily guest feedback to resolve issues and enhance guest satisfaction.
• Oversee the maintenance and handling of all POS hardware and ensure accuracy in menu items and pricing.
• Lead daily communications to venue managers regarding operations and policy updates.
• Ensure events are executed properly by venue management per the BEO, including staffing and setup.
• Ensure managers are knowledgeable about company policies and legal compliance requirements.
• Oversee staffing goals for all managerial and hourly roles and manage employee turnover.
• Ensure accurate documentation of employee activities and performance.
• Act as a liaison between the executive team and venue management for timely communication.
• Foster a collaborative environment to enhance communication and culture among staff.
• Identify and eliminate workplace safety hazards and ensure adherence to safety protocols.
• Implement strategies for employee and manager performance reviews aligned with organizational objectives.
• Manage venue-level manager scheduling and approve time-off requests.

Requirements

• 1 year of experience in upscale restaurant management and operations.
• Strong leadership skills with a commitment to team development.
• Excellent verbal communication skills, fluent in both written and spoken English.
• Knowledge of industry safety standards and procedures.
• Mastery of computer-based technologies, including Google Suite, R365, Toast POS, and Resy.
• Ability to lift 30+ lbs and work late nights, weekends, and holidays as needed.
• Proven track record of recruiting and training management teams in a high-volume environment.
• Strong financial acumen with experience in budgeting, forecasting, and P&L management.
• In-depth knowledge of industry regulations, health and safety standards, and compliance requirements.

Nice-to-haves

• Experience managing a team of 50+ hourly employees.
• Demonstrated expertise in successfully opening new restaurants.
• Proven track record of consistently fostering staff development and training initiatives.

Benefits

• Medical, Vision, and Dental Insurance
• Commuter Benefits
• Paid Safe and Sick Leave
• Employee Discount
• 401(k) Plan
• Paid Time Off
• Vision Insurance