Food Services Director

Overall Purpose of the Role:

The Food Service Director is responsible for the strategic leadership, management, and operational excellence of the entire food service operation. This role encompasses ensuring high levels of client satisfaction, managing financial performance, achieving key performance indicators (KPIs), overseeing project management, and maintaining strong client relationships through regular communication and reporting. The Director of Food Service is responsible for the hiring and development of the management team, ensuring all financial budgets are met, and verifying that all employee trainings are current and compliant with regulations and company standards.

Key Responsibilities:

• Overall Management and Operation: Provides strategic direction and sets operational standards across all food service areas. Examples include proposing a team organizational chart to the client and a proposal for kitchen expansion to accommodate growth. Enforces key operational standards to ensure efficiency and service quality. Ensures that systems are in place to track and maintain up-to-date employee trainings across all departments
• Client Satisfaction and Meetings: Builds and maintains strong client relationships, conducting regular client meetings. Actively gathers client sentiment through cafe and catering surveys, sending detailed report outs that include direct customer feedback to the client.
• Quarterly Business Reviews (QBRs): Prepares and presents comprehensive QBRs to the client, highlighting overall performance and strategic initiatives, with a focus on large projects such as sustainability initiatives.
• Financial Performance Management: Oversees financial performance across all food service areas, ensuring budgets are met and analyzing financial reports to identify opportunities for improvement and cost savings.
• Key Performance Indicator (KPI) Management: Establishes, monitors, and drives the achievement of critical KPIs, including catering satisfaction, overall financial performance, food cost percentage, and labor percentage.
• Management Team Hiring and Training: Leads the hiring process for all management positions, prioritizing key qualities such as strong leadership and financial acumen. Develops and implements a core management training program focused on operational excellence and client relationship management. Ensures the management team understands their responsibilities in maintaining up-to-date training for their respective teams.
• Financial Budget Management: Develops annual budgets, monitors expenses, and implements cost-control measures across all food service operations.
• Client Reporting: Generates and delivers regular report outs to the client, including weekly cafe numbers, catering numbers, and Flavia/Nespresso recyclable program reports.
• Project Management Oversight: Oversees all food service-related projects, such as cafe buildouts (managing scope, timelines, and resources), opening new parts of the operation, and projects focused on sustainability.
• Hospitality and Community Department Reporting: Monitors and reports on key metrics and activities of the Hospitality and Community Department to the client
• Monthly Financial Performance Meetings: Meets with the client to review monthly financial performance and address any questions or concerns that arise

Specific Accountabilities:

• Achieve high levels of client satisfaction, evidenced by survey results and direct feedback
• Meet or exceed financial budget targets for all areas of operation
• Achieve established KPIs across all operational areas, including catering satisfaction and financial performance metrics
• Ensure the successful completion of all food service-related projects on time and within budget
• Develop a high-performing and well-trained food service management team
• Provide timely and accurate delivery of all client reports, including financial and operational data
• Ensure that 100% of active employees have completed all required trainings and that records are maintained

Required Skills and Competencies:

• Extensive leadership and management experience in a complex food service operation
• Strong financial acumen, budgeting, and analytical skills
• Exceptional client relationship management and communication skills
• Proven strategic thinking and planning abilities
• Strong project management skills with a track record of successful implementations
• Excellent presentation and reporting skills
• Ability to analyze complex data and translate it into actionable insights
• Strong problem-solving and decision-making abilities
• Comprehensive knowledge of food service operations, trends, and best practices
• Understanding of employee training requirements and compliance standards

Authority Levels:

• Setting overall operational strategies and standards for the entire food service operation, including training compliance
• Final hiring decisions and performance management of direct reports, with an emphasis on their role in training
• Approval of significant budget expenditures and financial strategies, including training budgets
• Leading and directing all food service-related projects from inception to completion, ensuring training needs are considered for new operations
• Making critical decisions regarding client service, contract management, and relationship development, including discussions on training and compliance

Key Performance Indicators (KPIs):

• Client satisfaction scores (e.g., average survey ratings)
• Overall financial performance against budget (total revenue, total cost, net profit)
• Key operational KPIs (e.g., catering satisfaction ratings, food cost percentage, labor cost percentage)
• Successful completion rate and client satisfaction with food service projects
• Retention rate and performance ratings of the management team
• Timeliness and quality of weekly and monthly client reports
• Percentage of employees with up-to-date required trainings

Physical Demands & Work Environment:

• Work is performed in an office setting
• Must be able to work under pressure and time deadlines during peak periods
• Must be able to lift a minimum of 25 pounds

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

ISS offers full time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $120000 per year - $130000 per year Final compensation will be determined based on experience and skills and may vary from the range listed above.

As a global organization ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and positively influence the market wherever we operate.