Manager - Hospitality Services (Retail)

About the role

This position is responsible for the campus-wide food and retail service operations. Ensures customer satisfaction, execution of daily operations, and campus events. Implements and manages retail programs to ensure compliance with St. Jude Children's Hospital foodservice standards. Ensures compliance with sanitary regulations and optimal quality of service. Hires, trains, mentors, and empowers supervisors and staff to achieve optimal performance. Collaborates with leadership, customers, and staff to deliver outstanding service levels and guest experience. Ensures proper financial controls are in place to manage costs, revenues, and retail sales mix. Maintains all required records and reports, including billing. Job Responsibilities: Responsible for the campus-wide food service operations; Ensure customer satisfaction and lead execution of daily operations & campus events. Assist in all departmental administrative and supervisory functions and assume full responsibility for departmental performance. Implement and manage retail programs to ensure compliance with St. Jude's foodservice standards. Collaborate with key stakeholders (e.g., senior leadership, customers, other teams) to deliver outstanding service levels and guest experience. Ensure proper financial controls are in place to manage costs, revenues, and retail sales mix. Engage in hiring, performance management, and other people processes. Plan ongoing training and skill-building programs for own team; Identify and address team strengths/ skill gaps through appropriate interventions. Perform other duties as assigned to meet the goals and objectives of the department and institution. Maintain regular and predictable attendance. Minimum Education and/or Training: High School Diploma/GED required. Bachelor's degree preferred. Minimum Experience: 5+ years of progressively responsible food service experience. (People Managers only) 2+ years of experience managing people as direct reports, preferred. Experience leading projects/ processes end-to-end, including resource planning and management, and communication and collaboration with internal cross-functional teams and external partners preferred. Experience developing and implementing department-wide process improvement initiatives. Some experience presenting in team meetings and/ or to senior management. Proven performance in earlier role. Licensure, Registration, and/or Certification Required by SJCRH Only: ServSafe Food Protection Manager or another American National Standards Institute-approved Food Protection Manager Certification required within 3 months of hire. Special Skills, Knowledge, and Abilities: Able to deliver results through others by setting stretch goals and holding them accountable. Coaches team members with concrete feedback and improvement ideas, including addressing employee relations concerns. Explores opportunities for development of direct reports that make their work enriching, empower them, and stretch their growth in lateral areas. Builds a culture of customer centricity among peers and teams. Understands nuances and complexities of a customer issue/ requirement and goes above and beyond in thinking through new alternatives. Anticipates and addresses critical customer needs through engagement with cross-functional stakeholders. Develops effective plans with clear articulation of schedules, milestones, and deliverables for food services operations (e.g., design exceptional menus, purchase goods). Monitors temperature controls and periodically conducts regular audits and identifies trends, patterns, and insights from the data to drive operational improvements. Works closely with other teams to ensure quick and efficient routine and emergency maintenance procedures. Demonstrates physical fitness and is able to work in a stressful environment. Able to draw insights from different sets of data and quickly understand why issues are happening. Solves problems quickly by identifying the right causes. Encourages others to see the opportunities ahead amidst changing circumstances, even when the details have not been finalized. Keeps teams energized and focused on high-quality results. Thinks long-term in building and executing metrics-driven plans and stretch goals for St. Jude. Builds structures and processes with clear lines of authority and accountability so teams know what they are empowered and accountable to do. Can present/facilitate independently in senior-level meetings. Presents information as a structured story and anticipates questions well. Addresses difficult questions and challenges effectively. Able to effectively influence others using facts and logic. Physical Demands and Working Conditions: 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