Manager of Retail Operations

Dining Services Worcester, Massachusetts

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Description

DAYS & HOURS:
Holy Cross Dining staff are considered Emergency Essential Personnel and are required to report during times of inclement weather. NOTE: Schedule is flexible and may change according to the needs of the business/retail operations to include weekends)
 
CURRENT SCHEDULE:  Monday - Friday / 3:30 PM – 12:00 AM
 
JOB SUMMARY
The Retail Operations Manager plays a key role in supporting the daily operations of campus hospitality services, with a focus on leadership, service excellence, and operational efficiency. The role requires a proactive, solutions-oriented individual who can adapt in a fast-paced environment and help drive continuous improvement. Collaboration across departments, attention to detail, and a strong customer service mindset are essential. Candidates should bring a mix of supervisory experience, food service knowledge, and a commitment to health and safety standards. This is a hands-on role that values communication, accountability, and initiative. A flexible schedule and a readiness to support campus events and needs are also critical
 
MAJOR AREAS OF RESPONSIBILITIES:
  • Maintain and trouble shoot GrubHub menus and POS systems.
  • Record register sales daily.
  • Monitor food quality, appearance, taste and temperature. Communicate any issues and look for solutions.
  • Complete weekly inventory for retail operations. Work with Business Systems Office to fix areas of concern.
  • Order food, beverages, and other supplies according to operational needs and procurement guidelines.
  • Complete and document all daily inventory transfers accurately and timely.
  • Maintain cleanliness, organization, and compliance in all storage areas, including refrigeration and freezer units.
  • Work with your supervisor on employee performance issues in the workplace.
  • Supervise, schedule, and evaluate career staff, student workers, and on-call team members.
  • Conduct performance reviews and progressive disciplinary procedures for non-exempt staff.
  • Ensure proper shift coverage while adhering to labor budget constraints.
  • Promote and model friendly, efficient, and professional service standards.
  • When called up assist with campus-catered events.
  • Work with your supervisor and the Hospitality Marketing team to promote campus special events.
  • Responsible for locking and unlocking the locations and timely reporting of any security issues to Public Safety and your manager.
  • Maintain open communication with staff, managers, and stakeholders to ensure operational alignment.
  • Train all employees on food safety, sanitation, and workplace safety protocols.
  • Ensure compliance with all local, state, and federal health and safety regulations.

 

   MAJOR AREAS OF RESPONSIBILITIES of ALL HOSPITALITY EMPLOYEES:
 
  • All documentation is recorded accurately and timely.
  • Follow all chemical guidelines according to the Material Safety Data Sheets.
  • Superior customer service and communications skills are needed to provide a welcoming, friendly and professional manner to all of our guests.
  • Offer training/support to co-workers, staff and students where applicable.
  • Follow all verbal and written instructions from managers/supervisors.
  • Have the ability to frequently lift up to 25 pounds, occasionally lift up to 50 pounds and 100 with assistance.
  • All staff are considered to be emergency essential personnel and are required to report during times of inclement weather.
  • Schedule flexibility is important, you need to be aware of the academic calendar and special event dates. We will/may adjust schedules due to events on campus.
  • Be innovative as it pertains to your position.
  • Be comfortable sharing your suggestions and ideas for process or work improvements.
  • Comply with all safety and risk management practices, policies and procedures.
  • Ability to succeed in a high-pressure environment.
  • Ability to communicate with guests, co-workers and other members of the college community with professionalism and respect.
  • Be sure to know and come to work each day with our department’s core values in mind. 
  • Must adhere to the uniform standard as it applies to your position.
 
  MINIMUM QUALIFICATIONS FOR THIS POSITION:
 
●      Bachelors of Science Degree in Hotel/Restaurant Management or Associates Degree in Occupational Studies/Culinary Arts preferred.
●      Five to ten years in a food service management position. Preferably with high volume dining.  
●      Must have and maintain a driver’s license.
●      Must have or have the ability to obtain DOT certification.
●      Should have proficient computer skills in Microsoft Office.
●      Ability to frequently lift up to 25 pounds, occasionally lift up to 50 pounds and 100 with assistance.
●      ServSafe Food Safety Certification or training is required. If training is not up-to-date, training/certification must be completed upon 3-6 months from date of hire.
●      TIPS Certification, if not up-to date, training/certification must be completed upon 3-6 months from date of hire.
●      Food allergy training is essential. If a candidate does not have prior experience, the necessary training must be completed upon hiring. Initial training will include a review of information, departmental responsibilities and a recap of the Food Allergy Program.
●      Excellent customer service and appropriate communication skills are needed in order to provide a welcoming, professional and safe environment for students and guests. Upon hiring the following additional training must be completed on a yearly basis: Title IX harassment training, Security awareness training.
●      Experience using FoodPro or other inventory/distribution software is essential.
 
  CORE COMPETENCIES: 
  • Supervision: Leads and manages staff effectively.
  • Dependability: Reliable and accountable in managing tasks and schedules.
  • Flexibility: Adaptable to changes in schedules, operations, and demands.
  • Service-Oriented: Delivers excellent service to internal and external stakeholders.
  • Written & Verbal Communication: Communicates clearly and professionally.
  • Problem Solving: Exercises good judgment and finds effective solutions to issues.
  • Risk Management: Identifies and mitigates safety and operational risks.
  • Innovation & Creativity: Develops and supports process improvements.
  • Inclusion: Actively engaging with the values of the College by promoting a work environment that embraces diversity and demonstrating respect for the opinions and beliefs of others.
  • Innovation: Performing one’s job with creativity and proactivity, improving procedures and problem solving.
  • Mission/Service Orientation: Focusing on service to others and contributing to the College’s collective mission.
  • Responsibility: Taking ownership of one’s actions and accountability for one’s tasks and duties.
  • Collaboration: Exchanging information, ideas, and thoughts with others in a manner that is proactive and enhances partnerships.
 
  WORK CONDITIONS AND SCHEDULE: 
  • Full-time, exempt position.
  • Some early morning, evening, weekend, or holiday hours may be required.
  • Ability to adjust schedule based upon the needs of the department.
  • Physical requirements include lifting/moving up to 50 lbs. and standing or walking for extended periods.
  • This position is classified as “essential” and work during inclement weather is necessary.
  DISCLAIMER
 The description above represents the most significant duties of this position
 but does not exclude other occasional work assignments not mentioned,
 the inclusion of which would be in conformity with the factor degrees assigned.
Additional information:
This is a full time, exempt level position with a salary range of $55,000. The College is committed to providing competitive market pay for its employees.  The College also offers a competitive benefits package for full-time staff, including:
  • 10% College contribution to the 403(b) Retirement Plan (1 year wait waiver available)
  • Condensed summer 4-day work week
  • Tuition & Education benefits
  • Wellness programs & ongoing Training and Development opportunities
  • Generous paid time off
The College is an Equal Employment Opportunity Employer and complies with all Federal and Massachusetts laws concerning Equal Opportunity and Affirmative Action in the workplace.
To review our Employee Benefit Options, please go to: https://www.holycross.edu/human-resources/benefits

APPLICATION INSTRUCTIONS:
Please attach a cover letter addressing the position requirements along with your resume. In your cover letter, please reflect on how your professional and personal values align with the Mission of the College of the Holy Cross to form individuals of integrity and purpose who are committed to the flourishing of all.
Review of applications will begin as received and continue until the position has been filled.
 The College also provides reasonable accommodations to qualified individuals with disabilities during the hiring process in compliance with law. To request an accommodation via email at [email protected], or by calling 508-793-3391. 

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