Director of Airport Operations more...
Location:San Francisco, CA
Company:SSP America
First posted:November 30, 2020

Director of Airport Operations

San Francisco International Airport - SFO | Airport Operations - Management | Regular Full-Time | Airport Operations - Management

Job Description

We are passionate about bringing cool, authentic restaurants t o airports that represent a taste of place.

The Director of Airport Operations is responsible for establishing and maintaining guest service across the entire location. The Director of Airport Opertations are experts at managing all areas of multi-site and/or multi-unit restaurant operations within the airport, including but not limited to, training and retaining an excellent staff, delivering outstanding hospitality, food cost, labor cost, P&L responsibility, running shifts, sanitation, safety and cleanliness, while adhering to all company policies and procedures. This position will report directly to the Regional Leader of Operations.

  • Ensures that each guest receives outstanding service by ensuring your team provides a guest-friendly environment, including greeting and acknowledging every guest and by maintaining outstanding standards, solid product knowledge and all other components of exceptional service at one or multiple restaurants, to include fast food and/or full service operations.
  • Directly responsible for the recruitment, training, development, and communication with all team members to ensure they are knowledgeable on job expectations, as well as assess performance on a regular basis, to include conducting annual performance reviews on direct reports.
  • Implements and maintains SSP guest service standards and/or brand specifications, and seeks to grow the business within the airport.
  • Develop and maintain strong relationships with the airport authority client, major airlines at the airport, subtenant operators and both local and national food & beverage franchisors. Work side-by-side with direct reports, assisting them in doing the same.
  • Ultimately responsible for handling guest complaints/comments, and using them to make improvements.
  • Drive and monitor restaurant cleanliness and effective merchandising of products at all times; create great displays that reflect plan-o-grams and good levels of product availability. Lead the upselling efforts at the branch.
  • Plans and assigns daily goals, tasks and assignments and/or instructs direct reports (i.e. supervisors, assistant managers) on the same.
  • Drive management team/direct reports and hourly team members in the areas of new product introductions and promotional programs; drive the implementation of these items and drive and/or provide training to management team/direct reports and hourly team members accordingly.
  • Drive the training process and/or conduct the training for management/direct reports and hourly team members on proper product preparation (for both internal and external brands), guest service techniques, and daily equipment maintenance procedures, as well as brand identity and standards.
  • Conduct routine internal quality assessment audits and complete detailed written assessments to help determine preparedness of location and concurrence with brand standards and programs.
  • Responsible for financial controls, personnel management, facilities, marketing, food preparation and quality, and general business operations and possess the organizational agility to report on these measures to your manager on a regular basis.
  • Participate in collective bargaining activities, including contract administration, grievance resolutions, and negotiation (where applicable).
  • Partners with the Corporate HR team to drive annual performance appraisal process for all direct reports and properties and ensures completion in accordance with the company program.
  • Work with the Regional Leader of Operations in developing innovative solutions for positive, long-term transformations within the assigned properties.
  • Facilitate and create action plans to address financial performance concerns at the airport.
  • Communicates company policies with management team/direct reports and hourly team members through written and oral communication in a timely and effective manner.
  • Ensures proper completion through follow-up. Monitors sales performance through the analysis of sales reports and comparison shopping, or directs others on the same.
  • Function "hands-on," balancing multiple priorities between multiple properties and devise and assist in implementation of creative solutions for complex issues within these properties.
  • Works under pressure while exercising good judgment and handles conflict and resolves uncomfortable situations with clients, customers, peers and direct reports.
  • Ability to learn, transfer learning, train and hold management team/direct reports/shift supervisors accountable for knowing, demonstrating and effectively utilizing systems, tools, processes, and equipment which enable guest loyalty and increased profitability.
  • Identify potential or existing operational problems and initiates, develops, and implements appropriate solutions and measure results.
  • Cultivate leadership and ethical values in self and others through modeling and coaching.
  • Implements production planning to drive down waste costs (where applicable).
  • Maintains adherence to all company policies and procedures, as well as state health/sanitation standards.
  • Performs general clerical functions within the business/restaurant(s), which include payroll, accounts receivable, accounts payable, scheduling, and operating statements and/or oversees the completion of these responsibilities.

Skills & Requirements

  • Bachelor's Degree in Culinary, Hotel & Restaurant Management or related field highly desired; experience may substitute for education
  • Ten or more years of increasingly responsible restaurant/food service management experience (direct P&L responsibility for multi-unit operations) and/or franchise operations management; or an equivalent combination of education and experience.
  • Ten or more years of airport terminal F&B concessions experience - highly desirable
  • Multi-unit restaurant management experience or franchise management experiences - desirable 
  • Aptitude to monitor and control labor costs in both dollar and percentage terms.
  • Proficiency with MS Office Suite applications including Word, Excel, and PowerPoint.
  • Exceptional interpersonal skills and ability to interface effectively with all levels of management in the field, corporate offices and clients.
  • Ability to effectively influence through knowledge, relationship management, and trust.
  • Ability to partner with a diverse group of stakeholders.
  • Ability to conduct gap analysis "between desired and current state" of expressed goals, based on business planning, knowledge of basic business operations, employee satisfaction, consumer satisfaction, and marketing effectiveness.
  • Excellent written and verbal communication, including delivering presentations at public meetings.
  • Effective organizational maturity to prioritize daily, weekly, monthly and yearly activities.


This job position is no longer available.