Yale University
Guest Experience Manager, Fixed Duration
Yale University, New Haven, Connecticut, us, 06540
University Job TitleGuest Experience Manager (GEM)
Bargaining UnitNone - Not included in the union (Yale Union Group)
Time TypeFull time
Duration TypeFixed
If Fixed Duration, Period11 months from date of hire
If Fixed Duration, is continuation possible?Yes
Compensation GradeAdministration & Operations
Wage RangesClick here to see our Wage Ranges
Work LocationCentral Campus
Worksite Address168 Grove StreetNew Haven, CT 06511
Work ModelOn-site
Position Focus:The Guest Experience Manager is the ambassador for all Schwarzman Center dining and reports to the Senior Guest Experience Manager. This position has responsibility for all aspects of front of the house operations with a strong focus on the food and beverage experience for the university's student body.
Essential Duties
Plan, organize and manage an operation within Yale Dining to include: residential student meals, executive dining and conference services.
Provide support to Executive Chef in design, development and creation of a quality experience in the areas of: set up, decoration, linen, props and other aspects, daily service, special events, theme dinners and catered functions.
Provide support with menu forecasting standards with Culinary Excellence Manager.
Collaborate with the Managing Director and Culinary Excellence Manager to ensure the highest level of customer service by developing and overseeing service standards, customer service policies, quality assurance, in-service training, proper food handling and sanitation standards.
Conduct regular service inspections and evaluations to observe service, station appearance; and cleanliness and sanitation of production and service areas, equipment and employee uniform compliance.
Obtain guest feedback to create discretionary guest centric dialogue through surveys and “table touching.”
Implement and monitor housekeeping, sanitary and safety rules and regulations.
Create and maintain strong working relationships with Heads of Colleges, faculty, administration, and students.
Supervise the service café and dining room during meal periods and special events.
Monitor revenue and expenses for all cost centers by reviewing weekly and monthly financial reports.
Process payroll, scheduling and attendance for all staff.
Provide support with inventory control.
Prepare operational reports and analyses setting forth progress, adverse trends and make appropriate recommendations.
Interview, select, train and evaluate service and support staff. Maintain positive employee relations and resolve issues in a timely and proactive manner. May be required to participate in and respond to grievances.
Conduct performance management evaluations of service and support staff.
Maintain University policies and procedures.
May perform other duties as assigned.
Required Education and ExperienceBachelor's degree in Hotel/Restaurant Management or a related field and 3 years of previous Service Management experience; or an equivalent combination of education and experience.
Required Skills/Abilities
Demonstrated ability supervising employees and managing an operation in a food service environment with demonstrated ability to meet financial targets.
Knowledge of large-scale food production and service processes.
Strong interpersonal and communication skills and excellent customer service orientation.
Ability to manage, coach and develop a team of unionized employees.
Ability to plan and execute large-scale catering events.
Required Licenses or CertificationsServSafe Certified and Valid Driver’s License.
Physical RequirementsSustained standing; frequent bending. Move, lift and carry supplies, equipment, and materials weighing up to 25 pounds without assistance from floor to waist height and 20 pounds to shoulder height. Carry supplies up or down stairs if necessary.
Weekend and Evening Hours Required?Yes
Background Check RequirementsAll candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check.
COVID-19 Vaccine RequirementThe University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies.
EEO Statement:University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans.
NoteYale University is a tobacco-free campus.
#J-18808-Ljbffr
Bargaining UnitNone - Not included in the union (Yale Union Group)
Time TypeFull time
Duration TypeFixed
If Fixed Duration, Period11 months from date of hire
If Fixed Duration, is continuation possible?Yes
Compensation GradeAdministration & Operations
Wage RangesClick here to see our Wage Ranges
Work LocationCentral Campus
Worksite Address168 Grove StreetNew Haven, CT 06511
Work ModelOn-site
Position Focus:The Guest Experience Manager is the ambassador for all Schwarzman Center dining and reports to the Senior Guest Experience Manager. This position has responsibility for all aspects of front of the house operations with a strong focus on the food and beverage experience for the university's student body.
Essential Duties
Plan, organize and manage an operation within Yale Dining to include: residential student meals, executive dining and conference services.
Provide support to Executive Chef in design, development and creation of a quality experience in the areas of: set up, decoration, linen, props and other aspects, daily service, special events, theme dinners and catered functions.
Provide support with menu forecasting standards with Culinary Excellence Manager.
Collaborate with the Managing Director and Culinary Excellence Manager to ensure the highest level of customer service by developing and overseeing service standards, customer service policies, quality assurance, in-service training, proper food handling and sanitation standards.
Conduct regular service inspections and evaluations to observe service, station appearance; and cleanliness and sanitation of production and service areas, equipment and employee uniform compliance.
Obtain guest feedback to create discretionary guest centric dialogue through surveys and “table touching.”
Implement and monitor housekeeping, sanitary and safety rules and regulations.
Create and maintain strong working relationships with Heads of Colleges, faculty, administration, and students.
Supervise the service café and dining room during meal periods and special events.
Monitor revenue and expenses for all cost centers by reviewing weekly and monthly financial reports.
Process payroll, scheduling and attendance for all staff.
Provide support with inventory control.
Prepare operational reports and analyses setting forth progress, adverse trends and make appropriate recommendations.
Interview, select, train and evaluate service and support staff. Maintain positive employee relations and resolve issues in a timely and proactive manner. May be required to participate in and respond to grievances.
Conduct performance management evaluations of service and support staff.
Maintain University policies and procedures.
May perform other duties as assigned.
Required Education and ExperienceBachelor's degree in Hotel/Restaurant Management or a related field and 3 years of previous Service Management experience; or an equivalent combination of education and experience.
Required Skills/Abilities
Demonstrated ability supervising employees and managing an operation in a food service environment with demonstrated ability to meet financial targets.
Knowledge of large-scale food production and service processes.
Strong interpersonal and communication skills and excellent customer service orientation.
Ability to manage, coach and develop a team of unionized employees.
Ability to plan and execute large-scale catering events.
Required Licenses or CertificationsServSafe Certified and Valid Driver’s License.
Physical RequirementsSustained standing; frequent bending. Move, lift and carry supplies, equipment, and materials weighing up to 25 pounds without assistance from floor to waist height and 20 pounds to shoulder height. Carry supplies up or down stairs if necessary.
Weekend and Evening Hours Required?Yes
Background Check RequirementsAll candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check.
COVID-19 Vaccine RequirementThe University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies.
EEO Statement:University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans.
NoteYale University is a tobacco-free campus.
#J-18808-Ljbffr