Yale Hospitality - Schwarzman Center Administration
University Job Title
Guest Experience Manager (GEM)
Bargaining Unit
None - Not included in the union (Yale Union Group)
Compensation Grade
Administration & Operations
Compensation Grade Profile
Supervisor; Senior Associate (24)
Wage Ranges
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Searchable Job Family
Dining Halls, Dining Services
Total # of hours to be worked:
40
Work Week
Flexible or Non-Standard (for anything other than Standard)
Work Location
Central Campus
Worksite Address
168 Grove Street
New Haven, CT 06511
Position Focus:
The Guest Experience Manager is the ambassador for all Schwarzman Center dining and reports to the Senior Guest Experience Manager. This position has responsibility of all aspects of front of the house operations with a strong focus on the Food and Beverage experience for the university's student body.
Dept/Section URL
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Essential Duties
1. Plan, organize and manage an operation within Yale Dining to include: residential student meals, executive dining and conference services. 2. Provide support to Executive Chef in design, development and creation of a quality experience in the areas of: set up, decoration, linen, props and other aspects, daily service, special events, theme dinners and catered functions. 3. Provide support with menu forecasting standards with Culinary Excellence Manager. 4. Collaborate with the Managing Director and Culinary Excellence Manager to ensure the highest level of customer service by developing and overseeing service standards, customer service policies, quality assurance, in-service training, proper food handling and sanitation standards. 5. Conduct regular service inspections and evaluations to observe service, station appearance; and cleanliness and sanitation of production and service areas, equipment and employee uniform compliance. 6. Obtain guest feedback to create discretionary guest centric dialogue through surveys and “table touching.” 7. Implement and monitor housekeeping, sanitary and safety rules and regulations. 8. Create and maintain strong working relationships with Heads of Colleges, faculty, administration, and students. 9. Supervise the service café and dining room during meal periods and special events. 10. Monitor revenue and expenses for all cost centers by reviewing weekly and monthly financial reports. 11. Process payroll, scheduling and attendance for all staff. 12. Provide support with inventory control. 13. Prepare operational reports and analyses setting forth progress, adverse trends and make appropriate recommendations. 14. Interview, select, train and evaluate service and support staff. Maintain positive employee relations and resolve issues in a timely and proactive manner. May be required to participate in and respond to grievances 15. Conduct performance management evaluations of service and support staff. 16. Maintain University policies and procedures. 17. May perform other duties as assigned.
Required Education and Experience
Bachelor's degree in Hotel/Restaurant Management or a related field and 3 years of previous Service Management experience; or an equivalent combination of education and experience.
Required Skill/Ability 1:
Demonstrated ability supervising employees and managing an operation in a food service environment with demonstrated ability to meet financial targets.
Required Skill/Ability 2:
Knowledge of large-scale food production and service processes.
Required Skill/Ability 3:
Strong interpersonal and communication skills and excellent customer service orientation.
Required Skill/Ability 4:
Ability to manage, coach and develop a team of unionized employees.
Required Skill/Ability 5:
Ability to plan and execute large-scale catering events.
Required Licenses or Certifications
ServSafe Certified and Valid Driver’s License.
Physical Requirements
Sustained standing; frequent bending. Move, lift and carry supplies, equipment, and materials weighing up to 25 pounds without assistance from floor to waist height and 20 pounds to shoulder height. Carry supplies up or down stairs if necessary.
Weekend Hours Required?
Yes
Evening Hours Required?
Yes
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
COVID-19 Vaccine Requirement
The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here:
https://covid19.yale.edu/health-guidelines
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
EEO Statement:
University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale’s Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.
Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).
Note
Yale University is a tobacco-free campus
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