Senior Director of Dining and Auxiliary Services

Key Responsibilities

Reporting to the Assistant Vice President, Auxiliary Business Services and Real Estate, the Senior Director has duties that include but are not limited to:

Operations and Staff Management

• Lead direct and indirect reports to ensure performance of duties and quality customer service.
• Visit and walk through all dining locations on a daily basis to interact with customers and contractors.
• Visit and walk through other business operations as needed to interact with customers and assess the overall success of the operation.
• Incorporate best practices in sustainability where appropriate in coordination with the Office of Sustainability.
• Serve on University-wide committees and task forces as requested (e.g. emergency management planning), supervising the Operations and Logistics Manager.
• Oversee managed print operations, recruiting, supervising, evaluating, and managing a diverse workforce.
• Develop staff to improve individual career paths and performance as well as plans to innovate and improve processes.
• Develop strategies to improve technology, enhance customer service, and improve delivery systems
• Support the department for campus operations, including summer planning meetings, NSO coordination meetings, emergency management meetings, among others.

Assessment and Customer Experience

• Manage aspects of operations as they pertain to the customer experience throughout the day.
• Works with contracted service providers to ensure collection of VOC data and analytics
• Develops appropriate SLAs and KPIs for each vendor agreement and measures performance
• Talks to customers at all locations to get their candid feedback on their experience and lets them know how they can provide feedback so that continuous improvements can be made.
• Actively seeks feedback with individual students, committees, and student organizations, as well as with faculty, staff, and key stakeholders -all toward looking at ways to improve the customer experience, drive satisfaction, and increase revenue
• Ensures quality customer service for all auxiliary services

Contract Administration and Construction

• Continually review contracts to ensure the terms and conditions are being met by GU and by the vendors.
• Oversee construction projects and works as a liaison between vendor projects and GU Planning and Facilities Management.
• Obtain and catalogs all annual documents – for example Payment Card Industry (PCI) compliance, business licenses, and liquor licenses, and all other regulatory requirements.
• Support vendor relationships and serves as the front line liaison between vendors and GU for smooth operations.
• Manage connections between the parties as necessary to support the mission and goals of vendors and GU when policies, programs, and/or people change.
• Oversee equipment inventory and asset tracking for all food locations, hotel, print center, etc.
• Coordinate and manage GU side for Just Employment Policy, Protection of Minors Policy and other GU policies with each vendor.

New Business Strategy and Marketing

• Investigate revenue generating arrangements that are beneficial to the GU community.
• Support research of service industries impacting campuses as potential growth options.
• Plan entrepreneurially and creatively to ensure that GU campuses have the appropriate services to meet community needs.
• Manage off campus business relationships for GOCard Campus Cash program

Work Interactions

• This individual will have daily interactions with Georgetown students, faculty and staff along with our vendors to resolve customer service issues and improve overall customer experience.
• They will also interact with dining vendors to improve services in all areas across campus.
• They will interact with students both individually and as part of groups, to gather their feedback.
• The individual will also have interactions with prospective students, alumni, potential vendors and general visitors to campus.
• Some interactions will be with senior staff of Georgetown.
• This person will interact with parents and families of current students as well as potential students.

Qualification & Requirements

• Bachelor’s degree in business, culinary arts, hospitality management or equivalent experience
• Experience with student and full-time employee and labor relations issues including interpretation of applicable laws, regulations, and policies
• Experience that includes at least 5 years of managing dining and catering services for an educational institution
• Experience managing employees; familiarity with bargaining agreements and managing Union staff
• Customer service focus with hospitality as a core interest, as well as orientation for detail and solutions
• Ability to work as part of a team, as well as to prioritize and exercise flexibility during shifting priorities
• Ability to communicate and interact with constituents from various levels across an organization
• Ability to make smart decisions quickly, to work under stress in a variety of situations, and to remain calm and professional at all times
• Availability and willingness to work long and/or weekend hours during peak business period, during evening hours as events may require, and serve as an emergency operations employee
• Demonstrated commitment to and experience with diverse populations
• Ability to model positive hospitality and customer service practices
• Exemplary organizational abilities. Strong project management and contract management acumen
• Outstanding oral and written communication skills

Benefits

Georgetown University offers a comprehensive and competitive benefit package that includes:

• Medical, Dental, Vision, Disability and Life Insurance
• Retirement savings
• Tuition assistance
• Work-life balance benefits
• Employee discounts, and
• An array of voluntary insurance options.