Director of Operations

Crew is in search of a Director of Operations for one of its busiest single venues, requiring significant experience in upscale restaurant management and operations.

VENUE

Grand Banks
Grand Banks is a celebrated oyster bar aboard a historic sailboat docked in Tribeca. Named "The Absolute Best Waterfront Restaurant in New York" by New York Magazine and one of the "Best Waterfront Restaurants in the World" by CNN Travel, Grand Banks features sustainably harvested oysters, nautically inspired cocktails, and awe-inspiring views.

COMPANY

Crew
Crew is an innovative hospitality group that creates and operates experience focused restaurants and nautical ventures in New York and beyond.
With a focus on stunning locations, committed employees, engaged leadership, and appealing food and beverage offerings, Crew has created an outstanding work environment with leading industry pay and great opportunities for advancement.
Crew is built on a simple premise: creating experiences that we love and sharing them with the world. Whether it's sipping cocktails on a historic schooner overlooking New York Harbor or enjoying sustainable oysters in a cozy New Orleans hideaway, we focus on making the places we wish existed.
Crew's award-winning restaurants include Grand Banks (Tribeca), Holywater (Tribeca), Pilot (Brooklyn Heights), High Tide (Dumbo), Drift In (West Village), Island Oyster, (Governors Island), and Seaworthy (New Orleans). And there are more on the way.
Crew's flagship restaurant, Grand Banks, was named "The Absolute Best Waterfront Restaurant in New York" by New York Magazine, one of the "Best Waterfront Restaurants in the World" by CNN Travel, "Best Outdoor Dining in New York City" by The Village Voice, "Best Oyster Bar in New York City" by The New York Observer, and one of the "Three Best Bars in New York" by Conde Nast Traveler.
Seaworthy topped Eater's monthly Heatmap of New Orleans Restaurants for six months post opening, and was named "Seafood Restaurant of the Year" by New Orleans Magazine, and one of New Orleans "Five Best New Restaurants" by the Times Picayune.
Vogue has named Grand Banks, Island Oyster, and Pilot the top three places to drink outside in New York City; AM New York named Pilot the Best Boat Bar in New York City; and Island Oyster was nominated for a James Beard Foundation Award for Restaurant Design.
Holywater, Crew's most recent venture, spent it's first six months on Eaters list of NYC's Hottest New Cocktail bars and it's launch was celebrated by The New York Times, Town & Country, Elle Decor, and more. https://crewny.com/

DETAILS

Job Overview

Position Summary
The Director of Operations (DOO) at "VENUE_NAME" is a pivotal leader demonstrating full accountability and exceptional management skills. This role involves taking complete ownership of the daily, weekly, and ongoing operations at "VENUE_NAME" with a focus on achieving organizational objectives and enhancing overall performance. The DOO is crucial in guiding the management team and ensuring the highest standards of guest satisfaction.
Key Responsibilities include upholding advanced service protocols to exceed guest expectations, certifying that management and staff are properly trained, enforcing company standards and policies, supervising administrative functions, and ensuring compliance with health codes and safety regulations.
This is a hands-on role that requires an active presence and participation in daily operations, including evenings and weekends, to assess management and staff performance and identify areas for improvement.
This position will oversee the entire venue management team, both front of house and back of house, and will report to the company-wide Executive Director of Operations.

Essential Duties & Responsibilities

Financial Responsibilities:

• Manage Revenue: Analyze performance, sales data, and identify opportunities for increased sales.
• Meet Financial Goals: including year over year sales growth, increased per person average and targeted margins.
• Labor Cost Control: Forecast future financial performance based on historical data and ensure managers are scheduling staff efficiently based on business needs.
• Inventory and Cost of Goods: Oversee inventory levels to ensure adequate supply without overstocking, conduct regular audits, and adjust orders as needed. Review and approve weekly beverage inventory counts and weekly orders.
• Invoicing and Payables: Review and approve invoice payments for inaccuracies and potential incorrect charges. Certify all invoices are properly submitted.
• Discounts and Comps: Perform weekly discount and comp reporting and analysis.

Standards and Service Responsibilities:

• Team Leadership: Lead by example, motivating and managing the entire restaurant team to provide exceptional service. Lead the weekly venue management meeting to drive home goals and expectations.
• Elevated Service Model: Maintain a standard that exceeds basic expectations, creating a memorable and exceptional guest experience.
• Steps of Service: Assist in refining and implementing all departmental steps of service. Ensure they are upheld at all times. Conduct weekly service audits.
• Management Training: Implement ongoing training programs for managers focused on service and best practices with particular attention to personalization, timing, efficiency and communication. Conduct regular performance evaluations of all managers
• Staff Training Programs: Assist in developing and oversee all venue level departmental training programs. Ensure staff training checklists are being accurately completed prior to staff going live.
• Managerial Coverage: Ensure proper levels of managerial coverage at all times in accordance with Crew policy.
• Guest Feedback Management: Address daily guest feedback to resolve issues within 24 hours, improve service and quality, enhance guest satisfaction, and encourage return visits. Maintain a score of 90 or better on Resy and 4.5 stars or higher on Yelp and Google.
• POS Systems: Oversee the maintenance and handling of all POS hardware. Ensure the POS menu items and pricing match published menu items and pricing.
• Checklist Enforcement: Certify daily completion of all operational checklists
• Daily Communications: Utilizing company approved communication channels, Lead daily communications to venue managers regarding operations, policy updates, weather/safety concerns, and staff management.
• Event Execution: Ensure events are executed properly by venue management per the BEO, including staffing, setup, and check presentation.

Human Resources Responsibilities:

• Policy and Compliance: Ensure managers are knowledgeable about company policies and legal compliance requirements.
• Zero Tolerance: Enforce all policies and expectations with a strict, professional zero-tolerance approach.
• Talent Acquisition and Retention: Oversee staffing goals for all managerial and hourly roles, manage employee turnover, and train management on best practices for retention.
• Performance and Disciplinary Documentation: Ensure accurate and consistent documentation of employee activities and performance.
• Manage Communication: Act as a liaison between the executive team and venue management to ensure timely and policy-compliant communication and feedback. Ensure only Crew-approved methods of communication are utilized between venue management and staff in addition to professional verbiage used at all times in all communications.
• Employee Morale: Foster a collaborative environment between management and employees to enhance communication and culture; counsel and mentor management on employee relations and strategies to reduce turnover.
• Workplace Safety: Identify and eliminate workplace safety hazards, harassment, and other personnel issues. Ensure staff and management are adhering to safety protocols.
• Performance Reviews: Implement strategies for employee and manager performance reviews aligned with organizational objectives.
• Continuous Improvement: Recommend new approaches, policies, and procedures for ongoing business improvements.
• Scheduling: Manage venue-level manager scheduling and approve time-off requests and ensure hourly schedules are consistently posted four weeks out.

Facilities Responsibilities:

• DOH Compliance: Ensure compliance with DOH regulations and Crew policies regarding food safety and general operations.
• Cleanliness: Maintain cleanliness standards for FOH areas across all venues.
• Repair : Ensure timely submission of work orders and escalate issues when necessary.
• Safety: Conduct regular walkthroughs of venues to identify and address any issues.

Minimum Qualifications

• Able to lift 30+ lbs.
• Able to work late nights, weekends and holidays, and variable schedule, per the needs of the business
• Excellent verbal communication skills
• Fluent in both written and spoken English
• Knowledge of industry safety standards and procedures
• Industry standard knowledge of classic drink recipes, beer, wine, and spirits
• Must be a strong leader committed to the team
• Mature, professional, and organized
• Polished personal presentation; grooming meets Company standards, as outlined by Employee Handbook
• Mastery of computer-based technologies (familiarity with Google Suite, R365, Toast POS, and Resy a plus)

Tier 1 - Up to $150,000

• 3 to 5 years of successful experience in a General Manager or Operations role overseeing annual revenues of $10 million or more
• Significant experience managing a team of 50+ hourly employees, showcasing adept leadership in a high-volume environment
• Proven track record of recruiting and training front of house and back of house management teams, providing strategic oversight, and effectively delegating tasks
• Robust knowledge of back-of-house operations, coupled with a proven history of cultivating strong relationships with kitchen management and staff
• Demonstrated expertise in successfully opening new restaurants
• Strong financial acumen with experience in budgeting, forecasting, and P&L management
• Proven track record of consistently fostering staff development and training initiatives to enhance overall guest satisfaction
• Demonstrated proficiency in inventory management, ordering and procurement
• In-depth knowledge of industry regulations, health and safety standards, and compliance requirements
• Strong technology systems experience including proficiency in Toast POS, Resy, and scheduling systems
• Comprehensive knowledge and understanding of prevalent HR concerns and best practices in manager-to-employee relations
• Commitment to working a minimum of 50 hours per week, with flexibility to adapt to the operational needs of the business
• Exceptional problem-solving and decision-making skills

Tier 2 - Up to $140,000

• Up to 3 years of successful experience in a General Manager or Operations role overseeing annual revenues of $5 million or more
• Experience managing a team of 40+ hourly employees, showcasing adept leadership in a high-volume environment
• Proven track record of recruiting and training Assistant General Managers, providing strategic oversight, and effectively delegating tasks
• Robust knowledge of back-of-house operations, coupled with a proven history of cultivating strong relationships with kitchen management and staff
• Demonstrated expertise in successfully opening new restaurants
• 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
• Commitment to working a minimum of 50 hours per week, with flexibility to adapt to the operational needs of the business
• Proven track record of consistently fostering staff development and training initiatives to enhance overall guest satisfaction
• Exceptional problem-solving and decision-making skills

Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to handle or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this Job, the employee is frequently exposed to moving mechanical parts; outside weather conditions; extreme cold, and extreme heat. The employee is occasionally exposed to wet or humid conditions. The noise level in the work environment is usually moderate.

Benefits

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