Director of Premium Operations - Fiserv Forum

Job Summary

As the Director of Premium, you will be responsible for managing the Premium department (Suites, Clubs and Restaurants) to achieve the best possible guest experience, partner satisfaction and financial results. The ideal candidate will be an experienced operations leader who is focused on people and quality standards, preferably from a high end or fine dining background.

Detailed Responsibilities

* Overseeing all aspects of premium operations
* Ensuring the recruitment and training of team members in our standards and procedures
* Working with the location leadership team to continual drive improvements in guest satisfaction and financial results
* Driving engagement within the premium department
* Overseeing all aspects of season planning and event preparation to ensure maximum event readiness
* Building relationships with regular guests and suite holders
* Partnering with the culinary team to oversee the development of menus for all premium spaces
* Setting up and ensuring the consistent use of the Suites Management System for the premium department
* Ensure the availability of printed collateral to support promotions and premium offer communication
* Working with the location partner to deploy the vision and operational plan for sponsored spaces within the premium department
* Overseeing loss prevention activities including managing cash drops/collection, completing cash variance logs, and overseeing the nightly Goods Out of Stock (GOS) procedure
* Ensuring all aspects of premium operations are in line with Levy s Core Signature standards
* Overseeing annual suite holder tastings in partnership with the culinary team
* Attending BEO meetings to plan for upcoming events
* Working in partnership with other departments to ensure accurate completion of the requisition process
* Working with the culinary and purchasing team to review consumption rates and update par levels as necessary
* Ensuring compliance with all Payment Card Information rules
* Completion of monthly financial reporting and action planning
* Ensuring regular maintenance, cleaning and inspection of all premium areas and equipment
* Ensuring all appropriate alcohol service signage is placed and that Responsible Service of Alcohol protocols are followed
* Overseeing recruitment activities for team members
* Support team member orientation training to ensure all hourly team members have the skills and knowledge to delight our guests
* Overseeing service standards during events to ensure a high standard of guest experience
* Ensuring accurate end of month inventory completion
* Managing and resolving guest complaints
* Managing team member incidents/accidents and following all required reporting procedures
* Managing the onboarding of new management employees in line with our #bestdayever process
* Monthly safety training conducted for team members
* Managing team member scheduling in line with demand forecasts
* Other responsibilities and duties as assigned
* Supporting other locations/properties as needed

Skills and Experience

* 5+ experience in a food and beverage operational position
* Bachelor s degree in hospitality management is preferred
* High level of computer literacy
* Passion for hospitality, food, and retail
* Excellent interpersonal and stakeholder management skills