Director of Operations National Account

Job Summary

The National Director of Operations is a pivotal leadership role responsible for overseeing all strategic
operations across multiple locations. Reporting directly to VP of Hospitality,the Director will supervise
and guide the site operational teams to ensure seamless execution of operational strategies.
Accountable for effectively coordinating and directing all activities within the assigned region through
on-sitemanagers and directors. This includes monitoring ongoing operations, selectively negotiating
as necessary, and ensuring the highest levels of client and customer satisfaction, account retention,
and employee relations. The National Director of Operations will also play a key role in achieving and
formulating future business growth plans.

POSITION OBJECTIVES:

In the performance of their respective tasks and duties, all employees are expected to conform to the
following:
• Perform high-quality work within established deadlines with the ability to work both
independently and as part of a team.
• Interact professionally with colleagues, clients, and external partners.
• Demonstrate effective collaboration and communication with internal teams and other
organizations.

Major Duties

1. NationalOversight & Client Relations

a. Develop and implement strategic plans to optimize operational efficiency and
achieve organizational goals across all sites.
b. Oversee the across account's operations, including management of on site
leadership
c. Implement best practices and standards to optimize productivity, quality, and
customer satisfaction across all service areas.
d. Maintains and supports client satisfaction at a level that ensures account retention.
e. Ensures that all employees demonstrate an Spontaneous hospitality toward
customers and clients.
f. Promotes client awareness of program alternatives and the availability of
corporate resources.
g. Assist in developing and/or monitoring unit business plan and reporting to clients as
needed.
h. Collaborate closely with national team members to develop and execute
operational initiatives that drive efficiency, consistency, and excellence across all
regions
i. Implement and monitor operational processes, policies, and procedures to ensure
compliance with regulatory standards and deliver exceptional customer
experiences.

2. Operational Excellence

a. Responsible for implantation and effectiveness of programs in each site
b. Recognizes the importance of effective leadership in meeting and targets set forth
in the account’s performance plan.
c. Develop, monitor, and manage budgets in collaboration with site DOOs, ensuring
financial targets are met while maintaining
d. Recognizes the need for and demonstrates good communication and listening
skills with clients, customers and employees.
e. Visit each siteand selected accounts on a regular basis to ensure that a sharing
and exchange of ideas and experiences occurs
f. Operational Documentation: Maintain detailed operational documentation,
including procedures, policies, and best practices
g. Metric Gathering: Collect and analyze operational metrics to track performance
and identify areas for improvement.
h. Leadership Presentations: Prepare and deliver leadership presentations on
operational performance and strategic initiatives.

3. Operational Leadership and Safety Management:

a. Provide guidance, mentorship, and direction to Director of Operations (DOOs) at
each site, fostering a culture of excellence and accountability.
b. Quality Control: Ensure the highest standards of quality, sanitation, and food safety
are always maintainedacross all service areas.
c. Emergency Coverage: Assume responsibility for the entire operation in the
absence of the General Manager, making executive decisions following the client's
culture, Health Department regulations, and Compass Standards.
d. Responsible for productivity and staffing that is appropriate to the account(s).
e. Participate in the human resource planning process to support implementation of
human resource strategies and tactics including proper staffing levels.
f. Responsible for selection of management personnel, as required.
g. In conjunction with human resources develops the region's training plan for
management employees and ensures its successful implementation.
h. Development and Retention: Maintain a positive employee relations environment
with a strong focus on employee development and retention strategies
i. Safety Culture and Team Safety: Promote a robust safety culture and create an
environment where team members are empowered to promptly report safety
concerns, near-misses, and incidents.

Additonal Duties

4. Efficiency Enhancement& Innovation:

a. Process Improvement: Develop and implement plans and processes to improve
operational efficiencies, streamline workflows, and enhance the overall efficiency of
the operation.
b. Customer Satisfaction: Work towards enhancing hospitality and client satisfaction
scores by fostering a culture of exceptional service and client engagement.
c. Financial Performance: Optimize financial performance through budget
management, cost control, and revenue generation strategies.
d. Industry Trends: Proactively identify and stay updated on industry trends, emerging
technologies, and best practices in the foodservice industry.
e. Technology Adoption: Research and evaluate innovative technologies that can be
applied to improve operations and enhance the customer experience.

5. Compliance:

a. Guideline Adherence: Ensure strict adherence to company guidelines, program
standards, and account-specific Key Performance Indicators (KPIs).
b. Regulatory Compliance: Stay informed about and adhere to Health Department
regulations and other relevant legal and regulatory standards.

6. Additional Responsibilities:

a. Standards and Initiatives: Contribute to the development and implementation of
National account program standards and strategic initiatives.
b. Regional Account Sites: Be prepared to travel up to 20% of the time to regional
account sites, as needed, to provide hands-on leadership and support to ensure
consistent operational excellence.
c. Multi-Site Leadership: Provide leadership support to additional site locations,
including sister companies or sub-contracted entities within the account portfolio.
Note: This is not an exhaustive list of jo duties. Job duties are subject to change as needed.

Qualifications

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: Minimum of four (4) years college education, bachelor's degree in
Hotel/Restaurant Management preferred.
• Experience: Previous hotelrelated experience, progressive management experience in food
and beverage operations, minimum of 8 years supervisory experience.
• Demonstrated ability to make decisions and solve problems with minimal guidance,
balancing the needs of the customer and Compass Group for positive outcomes.
• Executive-level presence with effective written and verbal communication skills.
• Strong organizational skills with the ability to handle multiple tasks and priorities effectively.
• Has a computer skill with a working knowledge of Microsoft Word, Excel and Power Point.
• Strong passion for great food.
• General culinary knowledge of basic kitchen practices, protocols and procedures.