ABOUT PROMISE HOSPITALITY GROUP
Promise Hospitality Group (PHG) is a hospitality technology company transforming the future of foodservice through its portfolio of hotel kitchens and brands. Our full service platform allows us to operate and meet the food and beverage needs of our partners and communities. We currently serve over 7,000 hotel rooms and deliver over 100,000 meals a month to our community partners.
- OUR MISSION: Our Promise is to build something lasting — a company defined by our people, actions and the belief that great hospitality creates real impact.
- OUR VISION: A world where hospitality isn’t a luxury — it’s the standard for every guest everywhere.
- OUR VALUES
- Altruism: Acting selflessly to benefit others that leads to deeper engagement, success and collective well being
- Ambition: Choosing growth over comfort to maximize our potential
- Resilience: Even when we fall short, we press on
- Integrity: Have strong moral principles and do the right thing when no one is watching
- Results-Oriented: Measurable, data driven outcomes amidst ambiguity
- Foresight: Anticipate needs, be thoughtful in your approach, and be intentional in the execution
POSITION OVERVIEW
At PHG, we are seeking a highly organized, execution-driven Operations Manager to serve as the operational backbone of our Promise Meals division. This role sits at the intersection of logistics, people, planning, and systems — ensuring that the non-culinary engine of the business runs with precision so that the Director of Commissary and Executive Chef can stay focused on food quality and program delivery.
The Operations Manager reports directly to the Director of Operations and works in close daily partnership with the Executive Chef and SVP of Operations. This person owns the operational side of the business: delivery logistics, staffing and hiring coordination, vendor management, compliance and licensing tracking, financial reporting support, and the build-out of systems and SOPs that allow PHG to scale. The right candidate brings structure, accountability, and relentless follow-through to everything they touch.
KEY RESPONSIBILITIES
- Logistics & Delivery Operations
- Own and optimize daily delivery routes across all Promise Meals client accounts, ensuring on-time and accurate execution of every meal program.
- Manage logistics software: maintain route schedules, update delivery manifests, and track fulfillment accuracy across all client sites.
- Coordinate and maintain all delivery vehicles, equipment (dollies, carts, insulated bags), tools required for safe and efficient distribution, and cleanliness and routine maintenance and repairs .
- Resolve delivery issues in real time — missed stops, route delays, or client concerns — with urgency and professionalism liaising with the Head of Accounts
- Collaborate with the Executive Chef on pack-out timing and production handoffs to ensure logistics and kitchen operations are fully synchronized.
- Hiring, Staffing & HR Coordination
- Lead recruitment for all non-culinary operational roles: delivery drivers, logistics coordinators, and operations associates.
- Coordinate with the Director of Commissary and Executive Chef on culinary hiring needs; support onboarding for all new team members across the division.
- Manage scheduling across all operational staff to ensure adequate daily coverage, accounting for production windows, delivery runs, and client commitments.
- Maintain accurate staffing records, time-and-attendance tracking, and labor reporting in collaboration with HR and payroll.
- Own the uniform program: sourcing, ordering, and distribution of uniforms across Promise Meals staff.
- Operational Planning & Systems
- Build, maintain, and continuously improve Standard Operating Procedures (SOPs) for delivery, client onboarding, facilities operations, and procurement.
- Implement and manage operational technology: logistics software, R365, scheduling tools, and any systems required for reporting and accountability.
- Support the PHG Hub Playbook build-out: contribute operational chapter content, process flows, and documentation for the company-wide operations manual.
- Maintain accurate operational records: delivery logs, client communication records, equipment maintenance schedules, and compliance documentation.
- Vendor & Procurement Management
- Manage and maintain vendor relationships for non-food operational supplies: packaging, equipment, cleaning materials, and logistics providers.
- Execute and track purchase orders; ensure timely delivery of supplies and escalate shortages or quality issues proactively.
- Support the Director of Commissary in SKU management, packaging finalization, and operational procurement decisions.
- Identify cost-saving opportunities across supply chain and logistics without compromising service quality or compliance.
- Financial Reporting & Cost Control
- Assist the Director of Commissary in producing weekly and monthly financial reporting: revenue, COGS, labor, and operating expenses.
- Track and report gross margin performance across Promise Meals contracts; flag variances and recommend corrective actions.
- Monitor labor costs against budget; flag overtime, scheduling inefficiencies, and opportunities to optimize the staffing model.
- Support the forecasting process for new contracts: model revenue, COGS, labor, and working capital requirements in coordination with the SVP of Operations.
- Compliance, Licensing & Facilities
- Track and manage all operational permits and licenses across PHG properties, ensuring timely renewals and full compliance with NYS regulatory requirements.
- Coordinate with external expediters, legal counsel, and city agencies on permit applications, renewals, and inspections.
- Oversee facilities maintenance across operational locations: coordinate with contractors and vendors on repairs, equipment maintenance, and property improvements.
- Support NYS AG & Markets compliance activities and maintain documentation required for the 20-C license in coordination with the Director of Commissary and with the Executive Chef.
- Cross-Functional Collaboration
- Partner closely with the Executive Chef to align production schedules, pack-out timelines, and staffing needs with delivery commitments.
- Work directly with the SVP of Operations on weekly reporting, OKR tracking, and strategic operational priorities.
- Collaborate with finance, HR, and business development to support contract renewals, new client proposals, and organizational growth initiatives.
- Represent the operations function in All Hands meetings with clear data, updates, and a solutions-oriented point of view.
WHO YOU ARE
- A systems thinker who builds structure where none exists — you love creating order out of complexity and can hold many moving parts simultaneously.
- Highly organized and detail-oriented — nothing falls through the cracks on your watch. You follow through completely and communicate proactively.
- Energetic and mission-driven — you are motivated by the work we do and comfortable in a fast-paced, growth-stage environment where the playbook is still being written.
- People-first — you lead with integrity, empathy, and accountability. You hold others to high standards while building genuine trust.
- Entrepreneurial and resourceful — you know how to get things done with limited resources and you’re never waiting to be told what to do next.
- A collaborative partner who builds strong working relationships across culinary, finance, HR, and business development.
- Calm under pressure — when deliveries are late, staffing is short, and clients are calling, you triage, communicate, and solve.
WHAT YOU BRING
- 5–8 years of operations management experience, ideally in food service, logistics, hospitality, or a multi-site service business.
- Demonstrated experience managing logistics, delivery operations, or supply chain in a time-sensitive, high-volume environment.
- Proven ability to hire, onboard, schedule, and manage a diverse team across multiple functions.
- Strong understanding of financial operations: budgeting, cost control, labor management, and P&L reporting.
- Experience building and implementing SOPs, process documentation, and operational frameworks from scratch.
- Excellent organizational and time management skills; able to prioritize competing demands across multiple workstreams without losing attention to detail.
- A highly organized self-starter who is motivated to ask questions, coordinate complex projects, and execute with exceptional follow-through.
- Strong written and verbal communication skills; comfortable presenting data and operational updates to senior leadership.
- Bachelor’s degree in Business, Operations Management, Hospitality Management, or a related field preferred.
- Proficiency in Google Suite, Slack, project management tools, and R365 preferred. Experience with logistics or route management software is strongly preferred.
- Bilingual English/Spanish preferred.
- ServeSafe Handler Certification required at time of hire.
PHYSICAL REQUIREMENTS
- Lift and carry up to 50 pounds.
- Ability to walk, stand, and move between kitchen, loading dock, and delivery vehicle areas for extended periods.
- Ability to work in a fast-paced environment across production, logistics, and administrative functions.
- Occasional exposure to kitchen temperatures: below 32°F (freezers/refrigerators) and above 90°F (cooking areas).
- Valid driver’s license preferred; may be required to operate or accompany delivery vehicles.
LOCATION
This position will be based at PHG’s commissary kitchen in the Tillary Hotel in Brooklyn, NY, reporting directly to the Director of Operations. Regular travel to client sites, delivery locations, and other PHG kitchen properties across NYC is expected.
SCHEDULE
This position requires weekend availability, and the exact schedule will be determined during the hiring process. This role must have the flexibility to work outside of standard hours to meet production, delivery, and client demands.
COMPENSATION & BENEFITS
This is a full-time, exempt position with a base salary of $80,000 – $85,000 + bonus, offers a comprehensive benefits package including company-subsidized health/vision/dental insurance (eligible after 60 days of employment), paid time off, sick time, commuter benefits, and opportunities for advancement.
HOW TO APPLY
Please submit a resume and cover letter to Ben at [email protected], sharing why you want to work with us and what you have to bring to the role. Applications will be reviewed on a rolling basis until a candidate is chosen. Only complete applications will be reviewed. If you think you are a good fit for the position but might not meet all the qualifications, please share why in your cover letter — we look forward to hearing from you!
INTERVIEW PROCESS
- 15-minute initial phone screen
- 30-minute video call with Director of Operations
- 1 hour (30-minute video call with SVP of Operations & 30-minute video call with Head of Contract Services)
- In-person operations case study and interview with Executive Team
- Reference check from 3 contacts
NOTE: Promise Hospitality Group is an Equal Opportunity Employer. It does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth, or related medical conditions), age, veteran status, or other legally protected characteristics. Any applicant with a mental or physical disability who requires accommodation during the application process should contact [email protected] to request such accommodation.
Pay: $80,000.00 - $85,000.00 per year
Benefits:
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
