Guest Experience Manager, West Campus-Yale University

Job Description

Job Title: Guest Experience Manager, West Campus

Company: Yale University

Location: Yale, MI

Pay:

AI Pay Analysis: To assess the competitiveness of the hourly rate for the “Guest Experience Manager, West Campus” role in Yale, MI, we must consider factors such as local market conditions, industry standards, and comparable positions. Guest Experience Managers typically earn between $15 to $30 per hour nationally, depending on experience and specific duties. In Michigan, especially in smaller towns like Yale, the rate may lean towards the lower end of that spectrum. If the offered rate falls within this range, it can be deemed competitive, although additional benefits or opportunities for advancement may enhance its attractiveness. For a more precise analysis, knowing the specific hourly rate being offered is essential. Overall, the rate should be benchmarked against local cost of living and the overall compensation packages in similar roles within the hospitality and service industry.

Job description:

Job Description

Position Overview: Guest Experience Manager

The Guest Experience Manager serves as the ambassador for West Campus dining operations and reports directly to the Managing Director of Auxiliary Operations. In this role, you will be responsible for overseeing all aspects of both front and back-of-house operations within the West Campus Café, with a strong focus on enhancing the food and beverage experience for the West Campus community. This position involves planning, organizing, and managing foodservice operations, including café services and conference arrangements.

Essential Duties:

1. Plan, organize, and manage operations within Yale Dining, encompassing residential student meals, executive dining, cafés, and conference services.
2. Support the design and development of a quality experience in various areas, including setup, decoration, linen, props, daily service, special events, themed meals, barbecues, and catered functions.
3. Assist with menu forecasting standards.
4. Collaborate to ensure exemplary customer service by developing and overseeing service standards, customer service policies, quality assurance, in-service training, and compliance with food handling and sanitation standards.
5. Conduct regular service inspections and evaluations to assess service quality, station appearance, and the cleanliness and sanitation of production and service areas, as well as employee uniform compliance.
6. Gather guest feedback to foster a customer-centric dialogue through surveys and “table touches.”
7. Implement and enforce housekeeping, sanitary, and safety regulations.
8. Build and maintain strong working relationships with Heads of Colleges, clients, faculty, administration, and students.
9. Supervise café and dining room services during meal periods and special events.
10. Monitor revenue and expenses across all cost centers by reviewing weekly and monthly financial reports.
11. Process payroll, scheduling, and attendance for all staff.
12. Assist with inventory control initiatives.
13. Prepare operational reports and analyses that highlight progress, identify adverse trends, and formulate appropriate recommendations.
14. Interview, select, train, and evaluate service and support staff, while maintaining positive employee relations and addressing issues proactively. Participation in grievance procedures may be required.
15. Conduct performance evaluations for service and support staff.
16. Uphold University policies and procedures.
17. Fulfill additional duties as assigned.

Required Education and Experience:

• A Bachelor’s degree in Hotel/Restaurant Management or a related field, coupled with three years of prior experience in Service Management, or an equivalent combination of education and experience is required.

Additional Requirements:

• Weekend and evening hours are mandatory.
• This is a regular full-time position with a flexible or non-standard work week.
• Background checks will be conducted for all candidates, which may include motor vehicle, DOT certification, drug testing, and credit checks. All offers of employment are contingent on successful completion of these checks.

Position Focus:
The Guest Experience Manager plays a pivotal role in coordinating catering and logistics for events in collaboration with the West Campus Administration Conference & Events team. The individual also oversees volunteer activities and manages plot assignments, along with maintaining the calendar of events and bookings for the West Campus Farm.

Required Licenses or Certifications:

• ServSafe Certification and a valid Driver’s License are mandatory.

Physical Requirements:

• Sustained standing and frequent bending are necessary. Candidates should be able to move, lift and carry supplies, equipment, and materials weighing up to 25 pounds without assistance from floor to waist height and up to 20 pounds to shoulder height, as well as carry supplies up or down stairs if necessary.

Compensation and Employment Information:

• This position falls under the Administration & Operations compensation grade and is not included in the union (Yale Union Group).

Required Skills and Abilities:

1. Proven experience in supervising employees and managing operations in a food service environment, with a demonstrated capability to meet financial targets.
2. In-depth knowledge of large-scale food production and service processes.
3. Strong interpersonal and communication skills, complemented by a strong customer service orientation.
4. Ability to manage, coach, and develop a team of unionized employees.
5. Proven ability to plan and execute large-scale catering events.

Wage Ranges:
For detailed compensation information, please click here to view our wage ranges.

Work Model:

• This is an on-site position.

Health Requirements:
Some positions may have health requirements related to specific job responsibilities, including vaccinations and tests as required by law, regulation, or university policy.

This job description is intended to provide a comprehensive overview of the role and should not be interpreted as a definitive list of specific duties and responsibilities. Employees will receive specific job-related assignments from their hiring departments.

Job Posting Date: Sun, 27 Oct 2024 05:45:04 GMT

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