Job Description

Hospitality Included ("HI") is a premier hospitality company known for conceptualizing a Michelin-starred Chef Soo Anh. We prioritize both passion and profitability, ensuring that our commitment to exceptional hospitality and service is reflected in every experience. ("HI") restaurants include Adalina, Adalina Prime, and Rose Lounge.

Job Summary:

The Director of Operations ("DO") sustainably and consistently ensures the highest level of hospitality, excellence, and quality control. They are responsible for the financial wellbeing and profitability of all Hospitality Included ("HI") properties, the development and oversight of our next concepts management team, quality control, property maintenance, staff morale, ensuring guests are welcomed to pristine restaurants, and the successful execution of the high standard of service that is expected at all ("HI") properties. They work directly with all Partners, to execute his vision for excellence.

The Director of Operations is a pivotal operational and financial leader, acting as the primary catalyst for performance within an Hospitality Included ("HI"). This role is responsible for translating the partners strategic vision into actionable plans and measurable results. With a strong background in financial analysis and P&L management, the Director ensures the flawless execution of hospitality standards, operational excellence, and profitability targets across their portfolio of restaurants. This position is the critical link between corporate strategy and store-level execution, championing the Hospitality Included ("HI") culture while driving sustainable growth.

PRIMARY RESPONSIBILITIES

Performance Analysis & Strategy Execution:

Implement and monitor performance measurement frameworks (KPIs) to track operational efficiency, financial health, and guest satisfaction across all units.

Analyze sales, cost, and operational data to identify trends, root causes of variances, and opportunities for improvement in revenue generation and cost management.

Collaborate with the partners to develop and execute data-driven strategies for the areas that align with overall business goals.

Operational Efficiency & Cost Control:

In partnership with the partners, lead efforts to optimize processes in inventory management (e.g., using Teamwork, Backoffice & Rasi), labor scheduling, and overall cost control.

Work directly with General Managers to identify operational inefficiencies, establish performance improvement plans, and implement best practices to enhance productivity.

Revenue & Profitability Growth:

Partner with the partners to regularly assess the P&L performance of each location, identifying key drivers of profitability and ensuring all units meet or exceed financial targets.

Collaborate with the PR and Marketing team to execute local revenue-building initiatives, boost sales performance, and align operational efforts with growth strategies.

Guest Experience & Operational Execution

Conduct frequent, structured visits to all locations to assess service quality, ensure brand consistency, and validate operational standards. Provide direct, actionable feedback and support to General Managers in developing and executing corrective action plans.

Manage the response to guest feedback, overseeing the management team in effective guest recovery and ensuring systemic issues are resolved and reported to the partners.

Guarantee the consistent implementation of company-wide service standards, the "HI" ethos using data to inform guest experience enhancements.

Team Leadership, Development & HR Management

Performance Culture & Team Development:

Establish and foster a performance-driven culture within "HI". Administer and explain bonus structures, incentives, and KPIs to motivate and align management teams.

In collaboration with the partners, execute corporate training programs and contribute to their development based on area insights, ensuring staff productivity and operational excellence.

Provide ongoing coaching, mentorship, and performance feedback to General Managers to improve their leadership, financial acumen, and operational skills.

Operational Oversight & HR:

Be in charge of the day-to-day operational leadership for "HI", including hiring, managing, and performance coaching for the General Manager team.

Manage and inform on all HR and legal issues at the store level, working closely with the partners to ensure strict adherence to employment and labor laws.

Establish and manage the overall facility maintenance program for the restaurant group.

Training, Openings & Resource Management

Play a hands-on role in the execution of training for all new openings, ensuring a successful and on-budget launch.

Execute the training plan ensuring consistent application of all guides and a seamless onboarding experience for new team members.

Oversee the creation and management of scheduling frameworks and forecasting guides that align business demands, labor laws, and service standards with financial targets.

Data, Technology & Administrative Oversight

Data & Technology Utilization:

Proactively utilize data analytics tools and platforms to monitor KPIs and generate actionable insights for the partners and leadership.

Work to implement technology solutions that drive efficiency and improve data analysis.

Utilize dashboards and reporting mechanisms to communicate performance metrics effectively across corporate leadership.

Administrative & Financial Oversight:

Analyze event P&Ls, budgeting, and costs to ensure profitability.

Lead vendor selection and negotiations within the "HI", in collaboration with the partners and other key executives to ensure cost-effectiveness and quality.

MINIMUM QUALIFICATIONS

7+ years of progressive related experience in a high-volume, upscale restaurant or hospitality firm. Multi-unit a strong plus.

Bachelor's degree, or equivalent experience preferred.

Proven ability to build strong relationships with internal stakeholders, senior leaders, and cross-functional teams.

Experience leading and mentoring teams, providing strategic direction, professional development, and hands-on coaching to ensure high performance and collaboration.

Skilled in problem-solving and issue resolution, with a proactive mindset and follow-through until resolution.

Capacity to analyze data and make sound decisions.

Excellent project management, communication, and time management skills, with the ability to juggle high-priority, time-sensitive initiatives in a fluid, deadline-driven environment.

Experience working directly with C-level executives and senior leadership.

Ability to develop and execute strategies that align with broader company objectives.

Self-motivated and adaptable team player, capable of independently managing workload while contributing to long-term planning and growth of the business.

Willingness and excitement to travel as needed.

Ability to communicate effectively and eloquently, both verbal and written, collaboration skills with a demonstrated high degree of emotional intelligence to manage and lead a diverse team.

Must support and promote a culture of inclusiveness, respect, and a positive employee experience.

Results-oriented and able to drive the process of converting an idea into production.

Professional demeanor, polished appearance with the ability to exceed guest's expectations.

Ability to work in a dynamic environment.

Ability to work both independently and in a team environment.

Strong work ethic and customer-focused approach.

Ability to work a flexible schedule including days, nights, weekends, and holidays.

Must be passionate, entrepreneurial, and dedicated to success.

Job Type: Full-time

Pay: $160,000.00 - $175,000.00 per year

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance
Work Location: In person