The Food & Beverage Multi Operations Manager will report to the Director of Food & Beverage to provide functional leadership for multiple restaurant venues and manage a seasonal staff toward operational excellence in alignment with the strategic direction of Chautauqua Institution and the Chautauqua Hotel Company. The Food & Beverage Manager ensures a superior guest and talent experience while growing sales and increasing profitability. This candidate is business savvy, innovative, and a dedicated team player who interacts collaboratively with the Food & Beverage Team and, more broadly, with the Hotel and Institution.
Business Operations & Strategy
- Lead front-of-the-house and back-of-the-house operations for multiple venues to ensure high standards for food/alcohol service and guest expectations are delivered.
- Oversees daily operations to ensure that top-quality food is prepared and served that meets company and guest standards for proper service, taste, temperature, portioning, and presentation of all foods.
- Ensure that tools, processes, and training are implemented to achieve guest satisfaction by exceeding culinary and service expectations. Establish clear operational goals, improvement objectives, action plans, and communicate results to the team.
- Monitor performance indicators as measures of success, including consistent/efficient food and guest service, comments/net promoter score reflect guest satisfaction, labor goals achieved, staffing levels are maintained, inventory/supplies are accurate, cost controls indicate savings, clean/safe restaurant environment, and revenue growth meets/exceeds the budget.
- Implement, lead, and support change initiatives for operations as developed and directed.
- Partner with The Food & Beverage Director and Food & Beverage Leadership Team to inform develop plans, establish goals/objectives, determine the impact on operations, and evaluate success.
- Interact regularly with and receive feedback from the Food & Beverage Director, Hotel General Manager, and/or the Director of Enterprise Activities.
- Maintain effective and positive working relationships with cross-functional areas including the Athenaeum Hotel Lodging, Restaurants/Venues, Special Events/Conferences, Performing & Visual Arts, Marketing, Group Sales, Information Technology, and Human Resources.
- Engage in approved business partnerships with vendors and interact in professional industry networks.
- Ensure compliance with federal and state laws to provide a visibly clean and safe restaurant environment for guests and staff by following regulations to comply with food safety/alcohol service and health precautions as established by the Centers for Disease Control (CDC), Occupational Health and Safety Administration (OSHA), US/New York Department of Health, Liquor Control Board, US/New York State Department of Labor, Chautauqua Hotel Company, and Chautauqua Institution.
- Partner with the Food & Beverage Director and Executive Chef to establish menus, products, and pricing strategies that effectively balance seasonality, economy, customer segments, and guest satisfaction to increase profitability.
- Contribute information to annual operating budgets/financial reports and provide input on capital expenditures. Manage costs versus budget, and identify inconsistencies in daily operations, taking corrective action as necessary.
- Coach management, shift supervisors, and teams to maintain profit margins without compromising guest satisfaction by effectively controlling labor costs and operating expenses.
- Adhere to purchasing and inventory procedures, complete orders to ensure accurate stock for forecasted activities, and implement controls to minimize operating costs and waste to stay within food cost margins.
- Navigates a fluid business environment influenced by seasonal operations, weather, health situation, and programming both at Chautauqua Institution and the Athenaeum Hotel. Utilize labor management tools/reports to ensure appropriate staffing levels and cost controls to maintain the budget.
- Develop and implement training programs to enhance service and function as a gateway to the guest experience and ‘Chain of Excellence’ Service Strategy. Implement standardized best practices and processes/procedures to constantly improve quality, team productivity, and guest service standards.
- Communicate clear and distinctive message regarding ‘Chain of Excellence’ Service Strategy and acts as a passionate advocate/role model that demonstrates an exceptional work ethic and inspires achievement of operational excellence.
- Maintain high visibility in areas of responsibility and interface with customers regularly to obtain feedback on the quality of guest/culinary experience, service levels, and overall satisfaction. Take ownership of guest complaints while empowering the team to resolve issues.
- Communicate daily with team leaders to provide/obtain information and conduct routine inspection of related operations. Attend regular meetings to develop creative solutions to continually improve and overcome obstacles in operations for Food & Beverage/Hotel.
- Partner with Senior Vice President of Marketing & CBO, Director of Enterprise Activities, Hotel General Manager, Food & Beverage Director, and interworking departments to obtain and communicate information regarding summer operations and programming. Actively lead teams to serve as a ‘bridge’ to the overall guest experience at the Institution.
- Establish a team environment that focuses on competencies, behaviors, and values that support organization culture, deliver on strategy, and promote transparency.
- Provide leadership to teams through clear communication, active engagement, working leadership, and well-documented coaching and corrective counseling. Manage toward delivery of strategic initiatives, departmental goals, and performance standards to maximize team success.
- Communicate routine and specific performance feedback as well as hold management and corresponding teams accountable to goals and standards. Conduct regular meetings with teams, including pre/post-shift communications.
- Embrace opportunities for cross-training/operations by supporting recruitment, training/development, and scheduling needs across all restaurant venues in the Food & Beverage Department.
- Promote talent development through coaching, mentoring, and training employees with a focus on employee performance aligned to skills/capabilities to deliver on strategic objectives.
- Collaborate with the Food & Beverage Director, Food & Beverage Leadership Team, and Human Resources to attract a diverse/qualified talent pool, establish staffing needs that align with department-specific goals/budget, implement recruitment strategies, carry out recruitment activities, and measure results/evaluate efforts to determine success.
- Ensure that the candidate experience is aligned with the talent philosophy of the Institution. Promote retention of an experienced seasonal workforce without reliance on staffing agencies or overtime.
- Contribute to an orientation and training program that focuses on education, culture (mission, vision, shared values, and norms), and emphasizes ‘connection’ through relationships and networks.
- Experienced end-user of Ultimate Kronos Group (UKG) Human Resources Information System (HRIS) to manage the employment lifecycle through recruitment, onboarding, time approval for payroll purposes, and recordkeeping/tracking.
- Bachelor’s Degree in Hospitality Management, Food & Beverage Management, Culinary, or related field required, or equivalent combination of education/experience required.
- ServSafe Food Manager Certification is preferred, but not required. All managers will be ServSafe Certified in the Food & Beverage Department.
- Minimum (5) years of restaurant management experience with a leadership focus in both front-of-the-house and back-of-the-house operations required.
- Demonstrated knowledge of operational management functions in a high-volume seasonal business or related multidimensional environment is required.
Skills and Abilities
- Leadership experience to direct and support diverse teams of employees at all experience levels.
- Communication, verbal and written, to share expectations, provide feedback, and motivate success.
- Relationship-building to provide a premier guest service and employment experience.
- Attention to detail for budgeting, cost control, schedules, ordering/inventory, and reports. Fluency of ideas to connect details to the goal of revenue growth that meets or exceeds budgetary expectations.
- Project management capabilities and skills to navigate multiple projects, full cycle, simultaneously.
- Self-starter who will be a strategic partner focused on work that builds a foundation of process/procedure, accomplishes routine responsibilities, plans for the future, and meets goals.
- Problem-solving and conflict management to navigate complex circumstances, make recommendations, and resolve issues with an independent judgment that is consistent with the culture, ethics, best practice, policy, procedure, regulation, and federal/state labor law.
- Technological savvy for daily use of MS Office 365 (Outlook, Word, Excel, PowerPoint, One Drive/Share Point, and Teams), UKG HRIS, POS-Software, and Scheduling Software (Homebase).
- A life-long learner who is eager to maintain professional and technical knowledge through educational workshops, reviewing publications, establishing networks, participating in relevant professional organizations, and attending conferences.
Hours of Work and Travel
The Food & Beverage Manager will average 40-hours per week with a periodic increase of working hours (approximately 50-hours per week) required based on business needs in pre-operation and operating seasons, specifically April – August. There is flexibility around schedule/worked hours, but the incumbent should be uniquely focused on supporting strategic success especially in early work.
Occasional travel is required to various professional events, conferences, and/or training using personal (or occasionally rental) vehicles. Travel predominately within the region in an approximate 100-mile radius.
Chautauqua Institution’s competitive benefits suite includes health insurance, dental insurance, flexible spend (or health savings) account options, vision insurance, complimentary life insurance, access to various fitness and wellness programs, and employee-paid supplemental life insurance and long-term disability options. We help our employees plan for the future through a discretionary employer pension contribution, which has recently been (10%) of gross compensation following a designated service period. The Employee Assistance Program provides virtual access to a network of free services including counseling sessions, legal counsel, financial advisors, and childcare/eldercare referrals.
Discovering Your Chautauqua Experience
There are countless ways that our talent will engage with our mission, vision, and diverse communities, and you are invited to immerse yourself in our programming as a gateway to this experience.
Employees will receive the Traditional Chautauqua Gate Pass, which provides access to all Amphitheater programs except popular entertainment (up to two nights per week) and lawn seating for all performing arts events at the Pratt Avenue performance pavilion (a new, temporary venue for 2021). Designated popular entertainment events in the Amphitheater will require a separate ticket purchase, if tickets are available.
In addition to a Traditional Gate Pass, employees, and their families, will receive full access to our current and historical programs online at CHQ Assembly.
Joining Our Talent Community
Qualified candidates should apply online at CHQ.org/employment. Interested applicants must submit a cover letter and resume, with optional portfolio documents, for consideration. You are encouraged to learn more about Chautauqua Institution at CHQ.org and the 150 Forward Strategic Plan at 150fwd.CHQ.org.