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Dining Business & Operations Manager

Georgetown University

Location: Washington DC

Posted: Nov 30

Georgetown University Dining represents 45% of Auxiliary Business Services (ABS), including Bulldog Tavern (a full service restaurant and bar), a large all-u-care-to-eat dining hall, Einstein’s Bros. Bagels, a food court with three national brands (Subway, Elevation Burger and Salad Creations), Leavey and Leo’s Marketplace Expresses, Cosi, Starbucks, select Corp Operations, Epicurean, Sweet Yo’s, the POD Market, food trucks, and Georgetown Catering.



The Dining Business & Operations Manager is the liaison between Auxiliary Business Services, the Georgetown community, and 5 dining services vendors. He or she assists with contract administration of the applicable contracts – to include ensuring that the terms & conditions of the contract are followed and met from both the institution side and vendor’s side, measuring dining performance relative to overall program execution, food and beverage quality, marketing and campus outreach, cleanliness, equipment inventory, customer experience, and facilities maintenance/upkeep. The Dining Business and Operations Manager is “the face of Georgetown University Dining” to a vast customer base - undergraduate students, graduate students (multiple types), alumni, hospital visitors and patients, tourists, conference center attendees, faculty, staff, summer conferences. Reporting to the Associate Vice President of Auxiliary Business Services, the Dining Business & Operations Manager has duties that include but are not limited to:



Customer Experience



*Visits and walks through all dining locations on a daily basis to interact with customers. *Conducts time checks on lines, reviews operation staffing levels with business volume, checks cleanliness of operations, monitors staff interactions with customers; conducts QA of menu items produced; and assures that customer feedback programs are developed. *Manages all aspects of operations as they pertain to the customer experience throughout the day. *Talks to customers at all locations to get their candid feedback on their dining experience and lets them know how they can provide that feedback so that continuous improvements can be made. *Conducts regular review of survey and mystery shopper program results, and then develops and implements the action items to address results. *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.



Financial Reporting



*Receives financial reports from all contracted food service providers and audit them to ensure that they are accurate according to industry best practices. *Monitors reports against contract terms and conditions, to make sure that they are within the guidelines of the contract. *Assists in developing the budget for ABS dining and in financial analysis of dining operations and meal plans, as well as in identifying growth areas, measuring performance, reviewing ROI, and highlighting areas of concern.



Contract Administration



*Continually reviews contracts to ensure the terms and conditions are being met by GU and by the vendors. *Provides planning around expiration dates. *Obtains all annual documents – for example Payment Card Industry (PCI) compliance, business plans, and liquor license. *Attends all construction planning meetings for dining renovations. *Serves as the liaison between vendors and GU for smooth operations. *Manages contract governance. *Assists in connections between the parties as necessary to support the mission and goals of vendors and GU when policies, programs, and/or people change.



Marketing, Communications, and Promotions



*Develops a marketing strategy for food on campus and work with each vendor on marketing strategy to communicate programs, build awareness, and drive revenue. *Makes sure that all of the messaging is cohesive and within the greater ABS guidelines, as well as meeting GU and visual identity standards. *Plans entrepreneurially to promote sales through various marketing opportunities that benefit the community as a whole.


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