Description:
The Director, Concessions leads the strategy, operations, and financial performance of the concessions department, delivering an efficient, high-quality guest experience at every event. The Director supervises Managers and concessions staff, partners with Finance and Human Resources, supports union contract matters, and ensures year-round health code compliance and inspection readiness.
What will you do?
- Continuously evaluates and pilots emerging technology across all aspects of the concessions operation — point of sale, self-checkout and kiosks, contactless payment, inventory and production forecasting, and labor management — recommending and implementing solutions that improve speed of service, accuracy, and per capita revenue.
- Schedule all event staff based upon expected revenue potential while remaining within budgeted labor.
- Ensure payroll is completed accurately and completed timely each week.
- Review inventory methods and controls to assist in the reduction of product loss while maintaining efficiency.
- Implement monthly physical inventory processes and partner with the finance team for reporting and budgeting purposes.
- Assist the finance team with company sponsored internal and external audits
- Compile and execute company and departmental Standard Operating Procedures (SOPs), and lead the strategic direction and operational priorities of the Concessions department.
- Provide input and support pricing elements of all products considering COG’s and labor
- Assist Human Resources, legal counsel and appointed members of management with union contract negotiations and grievances.
- Help formulate and adhere to direct and indirect departmental budgets.
- Utilize service recovery techniques with guests when necessary
- Establish and maintain accountability through effective coaching and progressive discipline, ensuring department leaders take ownership of addressing performance and conduct issues, while partnering with Human Resources for guidance and support as needed.
- Will supervise a team of Managers and the Concession employees
- Maintains year-round health code compliance in all concessions operations so that the department is prepared for the annual Department of Health inspection at any time; leads pre-inspection self-audits, partners with culinary and facilities leadership on corrective actions, and reports inspection outcomes and remediation status to senior leadership.
- Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.
What do you need to succeed?
- Minimum 8-10 years of experience in a senior level customer service management capacity within a multi-million-dollar concession and high-volume bar operation.
- Four-year degree in Hospitality or Business Management Education or an equivalent combination of education and experience is preferred.
- Demonstrated knowledge of Collective Bargaining Agreements (CBA) and the ability to manage a large, unionized workforce.
- Excellent verbal & written communication, organizational and time management skills required; must be able to multi-task and prioritize in a deadline-oriented environment.
- Possess exceptional attention to detail, consistent follow-up skills and strong interpersonal and customer service skills.
- Must have the ability to work independently when necessary, using sound business judgment
- Demonstrated experience in developing strategies for the collection, analysis and implementation of customer satisfaction feedback utilizing AI technology where applicable.
- Experience in managing cross-functional teams and building relationships; must have a successful track record of measuring improvements in customer satisfaction and loyalty
- Demonstrate integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
- Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group