Position: Director of Operations

Department: Operations

Reports to: Chief Operating Officer

Direct Reports: Director of Hospitality, Sales & Events Manager, General Managers

Type: Full-Time, Exempt

Position Summary

The Director of Operations (DO) is responsible for overseeing multiple high-performing hospitality venues to ensure operational excellence, consistent quality control, and profitability across the portfolio. This senior leadership position partners closely with executive leadership to implement strategic goals, optimize systems, uphold brand standards, and deliver exceptional guest experiences.

The DO is instrumental in developing management teams, enhancing service standards, maintaining compliance, overseeing new openings, and ensuring each location reflects the highest level of hospitality and care. This role requires hands-on leadership, financial acumen, and a deep commitment to mentoring and elevating staff performance at all levels.

Key Responsibilities

Operational Oversight

• Serve as the strategic liaison to executive leadership, reporting on performance and aligning with company goals
• Standardize and monitor day-to-day operations across all properties to maintain consistent service excellence
• Implement systems for communication, training, and operational consistency
• Ensure staff adhere to all brand standards, product protocols, and guest service expectations
• Lead POS training and oversight (e.g., setup, admin, comps/voids, menu management)
• Enforce safety standards and investigate workplace incidents to maintain a secure work environment
• Ensure compliance with Department of Health regulations and licensing across all locations
• Assist with the planning and operational rollout of new venue openings

Financial Management

• Oversee profitability across all venues and develop financial strategies aligned with business goals
• Create and manage operational budgets (daily, weekly, quarterly, annual)
• Train management teams to use financial tools and dashboards to improve performance
• Identify and reduce excess costs through collaborative planning with property leaders
• Ensure accurate payroll, cash handling, loss prevention, and labor controls
• Approve payroll registers and manage hourly pay scale structures

Team Leadership & Development

• Serve as a role model for service excellence and hospitality
• Build morale and foster a collaborative, performance-driven team culture
• Support and mentor General Managers, Chefs de Cuisine, and Directors across all properties
• Lead performance reviews, training initiatives, and developmental plans for all management-level staff
• Approve hiring decisions, oversee staffing levels, and schedule senior leaders to ensure full coverage
• Act as final escalation point for employee relations and guest service resolution before HR intervention
• Partner with HR and People Ops to support compliant, healthy, and growth-focused workplace practices

Event Participation & Brand Representation

• Represent the organization in approved speaking engagements and community events
• Maintain brand voice and uphold organizational values during public appearances
• Collaborate with Communications & Brand Partnerships to approve and align external engagements

Standards & Professional Expectations

• Uphold brand values including hospitality, culture, learning, sustainability, and service
• Maintain professional presentation and groomed appearance per employee handbook
• Attend and contribute to all required training, meetings, and team development initiatives
• Demonstrate knowledge of the organization’s mission, offerings, and guest expectations
• Maintain and protect company assets, safety, and compliance standards

Physical & Scheduling Requirements

• Ability to work extended hours (including nights, weekends, holidays) and maintain a presence across all venues
• Able to stand and move for up to 12 hours per day, lifting up to 50 lbs and navigating multi-floor properties
• Must be able to work in varying temperature environments and travel between venues as needed

Essential Skills & Competencies

• Proven track record of multi-unit or senior-level hospitality operations leadership
• Strong understanding of restaurant software including POS, inventory, reservations, and Microsoft Office Suite
• Excellent communicator with the ability to coach, train, and inspire diverse teams
• Expertise in safety compliance, food & beverage service protocols, and hospitality systems
• Committed to financial responsibility, guest satisfaction, and long-term organizational success

Certifications & Education

• New York City Food Handlers Certificate
• TIPS Certification
• Bachelor’s degree in Hospitality or relevant field preferred