Director of Operations

The Director of Operations is responsible for overseeing Restaurants and directing their region of assigned restaurants in accordance with established company standards and expectations. They are responsible for implementing and executing all operations strategies to achieve desired results. In addition to ensuring that the operation is financially successful, a Director of Operations must positively impact overall company operations, and operate in an efficient, effective, and engaging manner. They will be held accountable for the overall financial results of the restaurant, as well as the selection, development, and retention of all Management and hourly Team Members.

ESSENTIAL REQUIREMENTS & KEY RESPONSIBILITIES

People, People First and People Growth

• Attracts, selects, hires, trains, coaches, and retains top quality talent, Managers, Supervisors, & Team Members, to operate and achieve desired business objectives and reinforce high performance standards
• Achieves Promote-from-Within development goals
• Creates and implements a General Manager succession plan for all restaurants to support company growth
• Ensures management teams are cohesive and the dynamics of the management teams exhibit complimentary experience and skills Evaluates strengths and areas of opportunity of Managers in the region, with development plans in place for future leaders
• Communicates and lives in attitude and action the company vision
• Communicates expectations and initiatives in a timely, effective, straightforward, and consistent manner
• Utilizes roll-out meetings, conference calls, etc. to ensure timely and accurate communication
• Ensures expectations are clear and provides timely, direct, and honest feedback, initiating corrective action appropriate
• Provides timely, consistent, direct, and honest performance feedback to all Managers
• Ensures accountability is 100% consistent and fair. Holds themselves and their region accountable.
• Provides coaching and counseling to Managers to include, but not limited to, performance training, development, management, employee relations/disciplinary action and conflict resolution

Guest Experience

• Manages the guest feedback process and recovery of unhappy Guests, to ensure the return of every Guest, (Chatmeter, STARS, etc.)
• Collaborates with General Managers to create actions plans to resolve and close issues
• Works shifts alongside all Managers to include night visits and weekends scheduled on calendars
• Coaches managers and Team Members during visits, providing feedback
• Ensures restaurants are fully informed and understand new programs
• Ensures training tool, time and resources are provided to effectively implement programs
• Presents a professional image to Managers, Team Members, Guests, and Supply Partners
• Ensures that each restaurant facility is clean and well-maintained. Manages the repairs/maintenance, as well as capital expenditures appropriately.

Sales

• Builds and maintain positive relationships with area businesses and social communities
• Actively Participates in charitable and community events
• Shares best practices that in order to drive traffic in other restaurants
• Ensures a strong understanding of the competition and business opportunities in each market
• Partners with General Managers to develop and implement a short and long-term business plan that promotes increasing sales, traffic and profit growth, prioritizing the focus units first)
• Responsible for analyzing all profit and loss statements,
• identifies sales and day-part deficiencies, along with other issues that may impede restaurant performance. Partners with General Managers to implement solutions

Profits

• Ensure the Management Team understands the P&L and works toward operating with cost efficiency in their Areas of Responsibility
• Operate financially profitable businesses without sacrificing the Guest experience
• Conducts Quarterly Business Reviews, (“QBRs”), with General Managers to create plan to achieve objectives and the budget
• Proactively analyzes P&L with GM to identify issues and areas of opportunity, measures results and adjust as needed.
• Completes one inventory per location a quarter to ensure accuracy and integrity, as well as ensure that appropriate inventory levels are maintained
• Regularly audits money handling, to include verification of safes, paid outs, and deposits
• Leverages all tools and data to identify underperforming restaurants, challenges, and opportunities
• Leverages knowledge of region/market best practices and implements where appropriate
• Utilizes/shares knowledge of all levers that impact the P&L expense items