Director of Operations
: Job Details :

Crew is seeking a Director of Operations for our flagship venue, Grand Banks.

The ideal candidate will possess proven experience overseeing upscale, high-volume establishments with $8M+ annual revenue.

They will have extensive expertise in all facets of restaurant operations and management, a track record of achieving financial goals while maintaining superior customer service standards, and demonstrated success in building and developing top-tier management teams.

Your passion for delivering exceptional hospitality and creating unforgettable guest experiences will be pivotal in this role. If you are a driven and talented professional, we invite you to apply for this exciting opportunity. Your leadership and expertise will be crucial in maintaining Crew's reputation for outstanding service and memorable guest experiences.

Compensation: $110,000 to $140,000 annually

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.

DETAILSJob Overview

Position Summary

The Director of Operations (DOO) is a pivotal leader demonstrating full accountability and exceptional management skills. This role involves taking complete ownership of the daily, weekly, and ongoing operations 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.

Essential 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.

A key aspect of this position is serving as the lead representative of the venue and acting as a liaison between Crew and our landlords, partners, and stakeholders. Building and maintaining professional relationships is paramount. A polished and professional appearance, along with the ability to communicate effectively at an executive level, is essential.

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: Work with the Exec DOO in developing and overseeing 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 company 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)

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.

ENVIRONMENT

Company Culture

We were raised in the hospitality industry and have come to believe that the highest calling is treating people well, making them feel at home, and communing over good food and drinks. It brings us all together.

We believe everyone should work in an environment where they are well compensated, culturally enriched, and treated with respect. Across the spectrum of our workforce, our employees take home industry leading income.

POLICY

Equal Opportunity Employer

Grand Banks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, marital status, veteran status, or any other basis protected by local, state, or federal law.

We use E-Verify to confirm the identity and employment eligibility of all new hires.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. See Employee Anchor for a comprehensive list of all employee benefits, and refer to plan documents for all specifics, rules, and requirements of plans - above info is highlight information only and is subject to eligibility provisions, and the content of plan and Crew documents. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

BENEFITS

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

More detail about Grand Banks part of Crew, please visit