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 performing the duties of this job, the employee is regularly required to stand; walk; sit; kneel, use hands to finger, handle, or feel; and talk or hear.
- The employee must frequently lift and/or move up to 50 pounds.
- Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.
- The employee must move about the workspace to access work surfaces and shelves, cabinets, drawers, and equipment that are at, below, or above the work surface.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- An essential function of the job is to be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
- Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time as business needs dictate.
- This job description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.
- The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job.
Compensation
In recognition of certain U.S. state and municipal pay transparency laws, St. Jude is including a reasonable estimate of the compensation range for this role. This is an estimate offered in good faith and a specific salary offer takes into account factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $65,520 - $114,400 per year for the role of Manager - Hospitality Services (Retail).
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No Search Firms
St. Jude Children's Research Hospital does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at St. Jude via email, the internet or in any form and/or method without a valid written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by St. Jude.
