Director of Operations

OH - Cleveland | Operations Personnel | Front of House

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About Bon Appétit Management Company

Bon Appétit Management Company is a diverse, growth-oriented organization. Our goal is to create an environment where all employees feel comfortable with fair and consistent treatment and equal opportunities. Bon Appétit is proud to be an Equal Opportunity Employer. M/F/Disability/Veterans

Job Description




The Director of Operations for Bon Appetit Management Company is responsible for the overall success of the food service operations for the entire campus by adhering to the Client’s culture and guidelines, the Health Department’s regulations, and Bon Appétit’s standards and expectations of food quality, freshness and presentation.  This position oversees the daily administrative and operational tasks, including financial management and analysis, sanitation and safety, as well as exceptional customer service for the units. This position solves problems professionally, rapidly and fairly as well as maintains and fosters a good work ethic, while supporting the General Manager/Resident District Manager, and developing a sense of teamwork and cooperation within the team. 




In the performance of their respective tasks and duties all employees are expected to conform to the following:

  • Perform quality work within deadlines with or without direct supervision.
  • Interact professionally with other employees, customers and suppliers.
  • Work effectively as a team contributor on all assignments.
  • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.




Overall Management

  • Meets all timelines for payroll, service, accounts receivables, human resources, corporate office and all other timelines given by Client and management.
  • Trains and develops all satellite unit employees to adhere to Bon Appétit’s philosophy, culture and commitment to quality food and service.
  • Takes ownership of the satellite units.
  • Supports and implements new company and account initiatives.
  • Has a Passion for food.
  • Ensures all products and purchases meet Bon Appétit sustainability guidelines
  • Has knowledge of and enforces the Client/Bon Appétit contractual agreement.



Supervision and Development

  • Hires, trains, and supervises the daily conduct of the staff of all satellite units.
  • Supervises the adherence to proper uniform standards following the employee handbook and established account guidelines.
  • Helps develop and revise job descriptions.
  • Helps conduct staff reviews, coaching sessions, and disciplinary actions.
  • Provides feedback and support to employees to further their development.
  • Creates an environment in which honesty, respect, integrity and commitment are fostered.
  • Ensures that all Hiring and Training standards are met and documented for direct hires, including but not limited to New Hire Packet, Employee/Manager Hand Book Sign off Sheet, Fact Training Completion, and Safety Training.


Food Programs

  • Oversees that high quality food items are well presented and displayed.
  • Ensures that all foods, beverages, displays and garnishes are consistent with Bon Appétit Great Expectations Culinary standards
  • Works with all satellite units to ensure that all food displays and counters are creatively decorated in a timely manner, reflecting well prepared, made from scratch dishes and specials.
  • Meets and exceeds the expectations of the customer’s perceived value.


Customer Service and Client Relations

  • Represents the company in a courteous, efficient, and friendly manner in all customer, client, supplier and employee interactions
  • Responds to all comments and complaints within 24 hours and follows up with a written response to the General Manager.
  • Interact with customers and resolves customer complaints in a friendly and service oriented manner
  • Communicates with the Client honestly, accurately and in a timely manner to ensure that brand equity is maintained.


Financial Management and Analysis

  • Follows and enforces all Bon Appétit cash handling and accounting requirements as outlined in the Accounting Manual.
  • Analyzes weekly business trends, making recommendations.
  • Conducts cashier audits, guaranteeing the integrity of the cash handling system.
  • Maintains and monitors all satellite units’ payroll in conjunction with business forecasts and the budget.
  • Assists to ensure that food cost meets budgetary goals each week in all satellite units by establishing requisitioning specifications, product storage and usage requirements and waste control procedures.
  • Ensures unit wide maintenance and programming of MICROS POS system is current.
  • Monitors that posted pricing is synchronized between MICROS POS and menu boards.



Retail Management

  • Adheres to Bon Appétit’s standards of fresh and creative décor, as specified in Great Expectations.
  • Contributes to the testing and updating of products and concepts with the culinary team.
  • Edits daily signage for correct spelling, descriptions and pricing.
  • Utilizes all web based informational systems, including Bon Appétit’s Extranet.






Special Events

  • Is on site for all special events and ensures that they meet all client expectations as directed.
  • Assists in making sure all events meet Bon Appétit Great Expectations standards.



  • Works with Satellite Operations and Marketing team to develop and implement sales programs on campus to solicit new business, and track participation.
  • Provides training to satellite unit staff regarding seasonal items.
  • Ensures all promotional material is properly displayed in the satellite units to support campus wide programs.


Note:  Job duties are subject to change as needed.





  • Adheres to all Health Department, OSHA and ADA regulations.
  • Follows all Safety Manual guidelines.
  • Develops and revises station specific daily and weekly cleaning checklists and oversees their accomplishment.
  • Conducts weekly F.A.C.T. meetings, and ensures that regular trainings are occurring in units.
  • Reports any injury, accident and/or foodborne illness incident for customers and/or staff accurately and in a timely manner to the General Manager and Human Resources Manager.
  • Trains staff in safe operating procedures of all equipment, utensils and machinery.  Establishes maintenance schedules in conjunction with manufacturer’s instructions for all equipment.  Provides safety training in lifting, carrying, hazardous material control, chemical control, first aid and CPR.
  • Attends monthly safety meetings and participates in safety inspections.




To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Education: High School Diploma or equivalent vocational training certificate (Hospitality and/or Culinary degree preferred)
  • Experience: A minimum of 5 years in a leadership role with a high-end hotel or restaurant with multiple outlets and banquet facilities.
  • General Hospitality knowledge and interest in sustainability and sustainable food practices
  • Ability to operate Web based ordering system, process customer requests, changes to orders, menu updates and client profiles.
  • Proficient with word processing and spread sheet applications.
  • Posses the ability to meet Bon Appétit unit specific uniform standards for this position. 
  • Utilize all Personal Protective Equipment per Bon Appétit guidelines.
  • Wear a cut resistance glove whenever using a sharp or potentially sharp tool or instrument.





  • Must have a valid driver's license - minimum of Class C (non Commercial Driver License) license and clean motor vehicle record.
  • Hazard Analysis and Critical Control Points (HACCP) training
  • ServSafe certified
  • Online Sexual Harassment Training




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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

  • Stand, talk or hear, and taste or smell. 
  • Walk; use hands or fingers, handle, or feel; stoop, kneel, crouch, or crawl; reach with hands and arms. 
  • Regularly lift and/or move up to 40 pounds and may occasionally lift up to 50 pounds. 
  • Push and Pull carts weighing up to 100 pounds
  • Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
  • Must consistently utilize all Personal Protective Equipment per Bon Appétit guidelines.
  • Must wear a cut resistance glove whenever using a sharp or potentially sharp tool or instrument.





  • Ability to read and comprehend elaborate instructions, event requests, correspondence, and memos written in English 
  • Able to speak clearly and listen attentively to staff, peers, supervisors, guests and client.
  • Able to read and write to facilitate the communication process. Ability to write professional and efficient emails to clients and customers. 
  • Ability to effectively present information in one-on-one and small group situations to customers, and clients.
  • Ability to lead meeting and trainings with employees and other members of the company and cover basic health, safety, culinary and service topics.





Bon Appétit is a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M/F/D/V.





This position supervises numerous (30-40) hourly and management employees of diverse background and skill level.