Senior General Manager- Stanford Guest House and SLACafe
Job Number: 86348
About Residential & Dining Enterprises Residential & Dining Enterprises (R&DE), one of the largest auxiliary organizations at Stanford University supports the academic mission of the University by providing the highest quality services to students and other members of the university community. The department has an annual operating budget of $280 million, oversees a 5 million sq ft physical plant across the campus, provides housing for 11,000 students, serves 18,000 daily meals at twenty two dining and retail locations, and serves over 100,000 meals at Athletic Concessions events, and hosts 14,000 conference guests. Additionally, R&DE comprises 800 plus employees in the following divisions: the Office of the Senior Associate Vice Provost, Student Housing, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, and a team of strategic business partners: Finance & Administration, Budget & Compliance, Human Resources, and Business Support & Assessment. R&DE Stanford Hospitality & Auxiliaries Stanford Hospitality & Auxiliaries (SHA), the newest division within R&DE at Stanford University is committed to excellence and the highest level of customer service and relations. The division's businesses include, campus retail cafes, Stanford Catering, the Belden Residential Property in Monterey, Stanford Guest House, athletics concessions, the Munger Enterprises and the Li Ka Shing Center for Learning located at the school of medicine. The three independent Catering Operations are the signature brands of Stanford Hospitality & Auxiliaries, organized and staffed to provide the highest level of excellence to entire campus community including Stanford Law School, School of medicine and the SLAC campus. Essential Job Functions Operational leadership
Plans and manages the daily operational functions for SGH and Slacafe, SLAC Vending Operations and catering operations with emphasis on consistency and service excellence
Maximizes operational performance to achieve desired financial results, metrics and benchmarks
Establishes Marketing programs, communication plans and strategies to enhance revenue stream amongst all SLAC operating units, exceeding budget targets and financial results
Works hand in hand with Stanford Guesthouse management and General Manager of SLACafe to achieve service excellence and develops best in class operational standards
Works collaboratively with Senior Associate Director of Retail & Catering as well as Senior Associate Director of Culinary Arts on the implementation of new SLAC retail/service concepts, culinary programs
Implements strategies to achieve exceptional value with the highest service standards for SLAC Catering, exceeding guest expectations.
Applies continuous service improvement in SLACafe, ensuring a competitive advantage and that processes are aligned with R&DE's business strategies, goals and objectives.
Trains and holds staff accountable to R&DE core values, mission and supports vision as an Ambassador of R&DE Stanford Hospitality & Auxiliaries
Utilizes exceptional customer service and communication skills to interact effectively with clients and all constituents at the SLAC campus. Models behavior to achieve the highest level of customer satisfaction. Excellent at customer relations to drive measurable business results.
Provides best in class results with daily on-site operational leadership support and management by coaching, directing and leading the team in order to achieve desired financial and customer expectations.
Sets annual goals, challenges and inspires direct reports to exceed targets.
Participates in creating and executing strategic initiatives for Stanford Hospitality in collaboration with Senior Associate Director of retail and Catering and Senior Associate Director of Culinary Arts.
Demonstrates leadership by creating best in class operations, drives increased customer satisfaction, meets financial targets and is in alignment with R&DE business strategies and objectives.
Acts as a role model of R&DE's culture, principles and values, participates in all leadership meetings and presentations, including departmental wide meetings, weekly staff meetings, departmental planning meetings and acts as an ambassador of R&DE in all other meetings.
Identifies and communicates key responsibilities and practices to ensure the team of direct reports promotes the R&DE principles and collaborative teamwork to achieve business results.
Oversees and manages the work of management front of house staff; complies with all Health and safety standards, trains staff on Allergen awareness and equipment safety guidelines and sanitation standards.
Initiates innovative new products, oversees purchasing of food, supplies and equipment. Responsible for food and supply purchasing. Adheres to department purchasing policies. Assures food and supply purchasing is accurate and within established budgets. Maintains proper inventory controls.
Participates in various projects as assigned by the Executive Director of Stanford Hospitality & Auxiliaries.
Business Optimization and Compliance
Achieves financial goals by reviewing transactions, check average, guest counts, daily food cost, daily labor cost and other expenses and making the necessary adjustments to operations. Follows through on variances with culinary team and implements action plans as needed.
Through attendance at both regular weekly and adhoc meetings, plans and manages business unit/division's operating processes and practices and collaborates with Senior Director of Operations and Senior Associate Director of Retail and Catering to ensure that business operating programs of Stanford Hospitality & Auxiliaries are aligned with business goals and objectives.
Monitors and approves payroll, invoices, inventory, labor and other like reports. Creates and maintains statistical records and occupancy data, Market share and competitive rate structures.
Coordinates with the Executive Director to create marketing strategies to enhance business revenue and customer satisfaction; Ensures marketing plans are implemented according to the established timelines, meeting Market demand, Public Relations, Advertising and promotional initiatives.
Reviews all quality audits from Food Safety, Sanitation and Environmental Compliance Manager and follows through on action plans. Adheres to University Health and safety standards.
Contributes to the development of the annual operating plan and budget, and forecast updates. Anticipates and develops appropriate action plans to address occupancy and revenue gaps as well as operational refinement of labor expenses.
Ensures staffing levels are appropriate for business and consistent with forecasting, adhering to Union contract requirements and University time and attendance policies.
Retail concept, menu development and Culinary Arts support training:
Provides customer service excellence training in collaboration with the office of staff development and inspires front line staff to a culture of excellence.
Collaborates with direct reports and SHA senior staff to develop written standards and holds direct reports and front line staff accountable to those standards, consistent with the professional training and development.
Provides critique and constructive feedback to managers/supervisors.
Ensures confidentiality of all program records and personnel information.
Enforces sanitation principles, attendance, professionalism, uniform, and hygiene policies.
Accountable for training budget and reconciliation with regard to cost of food, supplies, and labor.
Essential Duties and Responsibilities include the following, and other duties as assigned:
Identify and benchmark opportunities and industry trends to constantly update business and department service levels
Update and promote marketing plan in conjunction with R&DE Marketing Dept
Develop and monitor budget
Track income and expenses
Monitor cash flow and cashiers' banks
Act as P-Card Custodian for the Guest House
Prepare and submit financial and operational reports
Monitor and proactively respond to the forecasted needs
Assist in the development and implementation of forecasts
Meet budget objectives and revenue goals
Manage the computerized property management system
Coordinate service providers; oversee work orders entered into SHARE
Recruit, hire and train staff
Provide overall direction, coordination, and ongoing evaluation of all staff
Develop standards, tasks, and procedures for staff in all areas
Schedule Front Desk and Housekeeping staff
Observe and monitor staff's performance
Submit payroll for all FTE and temporary staff
Provide oversight for campus Housekeeping, student storage, dry cleaning, and country store enterprises
Oversee merchandising of Gift Shop inventory
Assure adherence to Stanford University, R&DE, Hospitality and Auxiliaries, and Stanford Guest House policies and procedures
Ensure the safety and security of all guests and staff
Maintain a professional, courteous and friendly environment for our guests and associates
Confer, cooperate and build positive relationships with counterparts and managers from other departments
Knowledge, Skills and Abilities required:
Excellent written and oral communication skills with the ability to communicate effectively and project a professional image in person and in writing
Ability to work under pressure, take initiative and prioritize tasks; good time management, problem solving, and customer service skills
Self directed, self starter with a demonstrated ability to work independently
Ability to maintain and exercise sound judgment and discretion in handling confidential information
Strong analytical and computer skills required; proficient with Microsoft Office, PowerPoint, File Maker Pro, VeriSign, 10-key and typing/keyboarding proficiency
Ability to effectively foster and manager a team environment
Bachelors degree in Hospitality or Business related field or equivalent
Minimum 3-5 years of progressive level management experience
Basic working knowledge and application of hotel financial accounting
3-5 years experience as a Resident Manager
3-5 years Supervisory experience
Strong training and mentoring experience skills required
Strong Customer Service orientation with demonstrated success rate
Ability to develop employees to be productive and accountable
Ability to be flexible and respond appropriately and professionally to the situation at hand
Demonstrated ability to maintain control and composure in difficult situations
Light to medium work. Exerting up to 25 pounds of lifting force occasionally and/or a negligible amount of force constantly to move objects. Subject to wet floors, temperature extremes, and excessive noise. Position frequently involves long hours and widely diverse duties. Must be able to bend, stoop and perform extensive walking and standing. Must be able to exert well paced mobility to move quickly to the different areas of the facility as service and production demands require.
Bending (above/below waist)
Reaching (above/below shoulder)
Location: Residential & Dining Enterprises, Stanford, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 12000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford is an equal empl...oyment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford also welcomes applications from others who would bring additional dimensions to the University’s research, teaching and clinical missions.