Director of Operations Residential Dining Services

University of Massachusetts Amherst - Amherst, MA4.4

Full-timeEstimated: $59,000 - $81,000 a year
Job no: 498264
Work type: Staff Full Time
Location: UMass Amherst
Department: Auxiliary Services
Union: Non-Unit Exempt
Categories: Food Service/Hospitality
About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

Under the direct supervision of the Director, Residential and Retail Services(DRR), responsible for the overall success of Residential Dining Services (RDS) and oversight of the day-to-day operations of Residential Dining Services (RDS). The Director of Operations provides leadership in developing and executing strategies to deliver high quality dining experiences and excellent customer service to University students, faculty, staff, campus visitors, and guests, while achieving operational and financial goals and ensuring safety and sanitation standards are maintained. Specific areas of responsibility include the oversight of the University's self- operated dining operations, maintenance and janitorial.

The primary emphasis of this position focuses on business management practices (i.e. operations efficiency, culinary excellence, financial controls, human resource management, interdepartmental relations, research and development, project management, menu/product change management as well as monitoring vendor relationships.)

Essential Functions

Assists the Director in the planning and administration of a multi-faceted dining program with financial responsibility for an annual budget of $100 million, including shared responsibility for all aspects of customer service, quality control, food, labor and operating costs.
Develops a vision for the future of the department, pursues new avenues of growth, and prepares strategic plans accordingly.
Analyzes the state of the dining operations internally to determine actions and policies that will enhance collaboration, improve employee morale, and add benefit to Dining’s customers.
Participates in administrative staff meetings; serve on committees as requested; conduct training and development programs for assigned personnel.

Cultivates and maintains a respectful, cooperative work environment for a diverse and unionized workforce.

Regularly visits all dining operation units to monitor customer service, food preparation methods, portion sizes and presentation of food to ensure that food is prepared and presented per UMASS dining’s established food service standards. Assures product quality, staffing levels, equipment maintenance and wear, as well as Dining Common management visibility. Consults with unit manager and Director of Residential Dining and Retail Services when changes are necessary.
Maintains and enhances communications and working relationships with customers, student organizations, campus departments, vendors, and summer conference groups. Resolves any and all problems and customer complaints in a professional manner.
Maintains highest levels of safety and sanitation to comply with all University, county, state, and federal standards and regulations.
Coordinates the preparation and delivery of food services for all special functions, maintain an effective quality assurance program, establish and maintain food service standards.
Promotes program enhancements, sustainability efforts, team accomplishments and UMass Dining vision alignment to staff, customers and students.

Assesses RDS performance in relation to established goals; recommend new approaches, menus, policies or procedures to effect continued improvement of efficiency and effectiveness of RDS.

Oversees the maintenance and repair of buildings and equipment of RDS. Assists the Director, Residential Dining and Retail Services to insure that the facilities are properly maintained. Develops and maintains an excellent custodial service and training program.

Ensures that University policies are adhered to in the delivery of food services; set and approve uniform policies for RDS. Maintains metrics, reports, process documentation, customer service logs, training and safety records.
Identifies reporting and data processes that are inefficient and drives change that will lead to measurable gains in data quality and processing time.
Other duties as assigned by the Director.
Understands, is committed to and supports affirmative action and non-discrimination goals and customer focused quality services.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Bachelor’s degree required preferably in hospitality management, business, culinary arts, or relevant field
Minimum of five years progressive management experience in a large volume residential dining environment with multiple dining centers or relevant management in other large and multi-unit dynamic restaurant environments is required
Microsoft Office computer proficiency required
Excellent interpersonal and communication skills
Ability to make decisions and take action in a dynamic working environment to achieve organizational goals
Strong ability to establish and maintain effective and collaborative working relationships with multiple constituents
ServeSafe Certification or obtainable within 90 days of hire.

Physical Demands/Working Conditions

Flexible unrestricted schedule ensuring high visibility and availability.

Work Schedule


Salary Information

Professional Salary Administration Level: 31

Special Instructions to Applicants

To apply, please submit letter of application, resume, and the names, titles, addresses, and phone numbers of three professional references. The priority date for review of applications is Monday, April 8 2019. The position will remain open until filled.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Mar 18 2019 Eastern Daylight Time

Applications close: