Market Director of Operations at Pullman Market – San Antonio, Texas

Position Summary:

The Director of Operations is responsible for all front of house departments, including events and reservations. They work closely with back of house and the beverage programs to ensure all departments are aligned and working toward common goals. They directly supervise the General Managers of each restaurant, Service Director, Events Director, and Reservations Manager, and report directly to the Partners.

Operational Responsibilities:

People

• Supervise a team of 4-5 General Managers in full-service restaurants, Service Director, Events Director, and Reservations Manager, working alongside the Bar Director, and Corporate Chefs to oversee the market and San Antonio concepts.
• Attract, hire, and retain a high performing FOH management team for the market including full-service restaurants, events, and reservations departments.
• Create and maintain an intentional company culture which empowers and rewards top performers, and compassionately improves or removes low performers to benefit the continued improvement of the leadership team
• Embody and Champion ERHG hospitality and service philosophies and see that they are implemented on all levels of our organization
• Cast clear vision in support of internal growth pipeline of talent and succession planning for new location growth needs

Process

• Leads bi-weekly restaurant management meetings, covering important company communications, reviewing P&L performance, and discussing operational issues and success.
• Meets with all FOH managers monthly to discuss individual and department performance
• Develop and maintain both mentorship and KPI structures for leadership roles to empower and grow managers while holding them consistently accountable, focusing on both administrative and leadership objectives for each manager, setting and following through on short- and long-term goals – including 30, 60, 90 day + annual reviews
• Provide support for each department through Training, Talent Acquisition, Marketing, Facilities and Maintenance

Process Continued:

• Ensures high levels of operational excellence are achieved through in person visits and the use of objective data
• Help support all teams with special offers, promotions, or any outside-the-norm events that require special implementations, guide managers on how to execute, and follow up on results
• Partner with Human Resources in any investigations that arise and work with HR to finalize any future action
• Meets with Controller weekly to review financial statements and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Work with Department Heads periodically to ensure communication between departments is clear, training and SOPs are consistent, and goals are aligned
• Perform other duties as requested

Product

• Identify problems with restaurant managers, help facilitate solutions, and remove obstacles so that restaurants are able to function with the highest standards of service, safety, and cleanliness.
• Provide solutions to operational issues including top line sales, bottom line profit targets, management organization and overall company culture health.
• Develops, oversee, and provides input into the execution of standard operating procedures for each department
• Supports the partner team in providing input when needed regarding the company’s strategic direction, and provides partner team with reports of restaurant and departmental performances
• Ensures all restaurant managers are comfortable training their staffs appropriately to our standards and feel confident performing every aspect of their duties
• Occasionally audit meetings, pre-service, and other trainings to provide feedback

Working Conditions:

• A typical work week for this position is 55 hours. Hours may vary.
• Position requires prolonged standing, bending, stooping, twisting, lifting products and supplies weighing 45 pounds, and repetitive hand and wrist motion.
• Work with hot, cold, and hazardous equipment as well as operates phones, computers, fax machines, copiers, and other office equipment.

Benefits:

• 3 Weeks PTO annually (15 days)
• 3 Sick Days annually
• $3000 Educational Stipend annually
• Employer Contribution to Health Insurance, $200/month
• 50% discount at all ERHG Restaurants
• Employee Wine Purchase Program - Cost + 20%
• Wine Exam Reimbursement
• 8 Weeks Paid Parental Leave
• Up to 5 days Bereavement Leave
• 5 Year Retention Bonus of $3,000 and 10 Year Retention Bonus of $10,000