Manager Food & Merchandise Operations

Who are we hiring?

 The Manager Food & Merchandise will plan and manage all facets of food, beverage and merchandise operations for all events and daily functions that concern this area to ensure the highest standards are consistently maintained, including company branded merchandise, consignment goods i.e. concerts, family shows, and all concessions sold at the theatre. Implement the monthly physical inventory process, calculate and submit all reconciliation of cash to Finance. Develop all standard operating procedures and budgeting process for all concerts and special events. Oversee and supervise employees; coach and counsel staff regarding best practices in defusing guest issues and incidents as they arise and provide timely responses to those issues.  Will actively handle escalated customer issues and offer solutions for guests.  Actively participate in the recruitment, selection, training and progressive disciplinary process for all part-time event driven personnel.  

What will you do:

• Oversee and supervise employees; Actively participate in the recruitment, selection, training and progressive disciplinary process for part-time event driven personnel to ensure fair, consistent and best practices across department.
• Oversees Scheduling, Time and Attendance and Payroll by actively utilizing company systems i.e. Workforce and Sharepoint.
• Responsible for ensuring the highest level of customer service to our patrons-Ensure all employees are trained, motivated and empowered to maintain high levels of customer satisfaction.
• Coach and counsel staff regarding best practices in defusing guest issues and incidents as they arise and provide timely responses to those issues. Actively handle escalated customer issues and offer solutions for guests.
• Ensure departmental compliance with SOP’s.
• Oversee and manage day to day food & merchandise operations related to events at Venue.
• Manage event reconciliation with artists and all clients.
• Experiment and test food and beverage items to improve per caps. Provide input and support regarding price points of all items sold at the theatre, product offerings should be competitive with leading markets and stay with in partnership guidelines.
• Review inventory methods and controls; minimizing loss and maximize efficiency. Implement monthly physical inventory process and submit to Finance.
• Partner with Food & Merchandise Directors/Mangers in other Venues, as needed.
• Work closely, stay up to date, and communicate often/thoroughly with the IT Dept regarding internal POS programs.
• F&M Supervisors and F&M PT Staff.

What do you need to succeed?

• The ideal candidate will have a minimum of 5-7 years food & beverage management experience in a sports, entertainment, or theater facility.
• Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
• Knowledge of industry business practices and strategic direction.
• Excellent interpersonal skills and ability to effectively communicate with peers, sponsors, staff, senior management, vendors, and contractors.
• Expert in customer service transactions and delivery that will drive improvement with front-line employees and brand perception.
• Excellent verbal & written communication, organizational and time management skills required.
• Must be able to multi-task and prioritize in a deadline-oriented environment.
• PC skills including MS Word, Excel, Outlook and PowerPoint are essential.
• Must have the ability to work independently when necessary and use sound business judgment.
• Ability to present an uplifting personality while maintaining a high degree of confidentiality and business ethics.
• Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency.
• Skilled at working collaboratively and on a team environment.

Special Requirements

• Lifting 25 lbs. and occasionally lifting of objects weighing more.
• Must be receptive to working outside in inclement weather and extreme temperatures.
• Ability to stand and move about the theater throughout the duration of an event; requires a significant degree of reaching, pushing and pulling.
• Must be able to work a flexible schedule inclusive of weekends, nights and holidays.
• Willing to travel to other locations as needed.

 #LI-ONSITE