Director of Outlets

The Director of Outlets oversees front-of-house (FOH) operations across all food and beverage outlets, including The Grill a full-service restaurant, smoothie bar, and rooftop sundeck F&B operation. This role focuses on operational improvement and execution, service standard development, and team leadership, ensuring that all FOH operations reflect the core values of the East Bank Club. The position provides direct leadership to The Grill management team and drives initiatives to enhance service, streamline operations, and grow member engagement.

Pay Rate: $100,000-$110,000 annual salary.

Operational Leadership & Improvement:

• Provide strategic oversight and guidance to FOH operations through direct reports, focusing on operational improvement and execution rather than day-to-day outlet management.
• Develop, implement, and enforce service standards that align with the East Bank Club’s core values.
• Partner with the Director of Food & Beverage to design and execute initiatives that improve service, efficiency, and member experience.
• Identify operational gaps, implement solutions, and ensure consistent execution across all FOH operations.
• Establish and monitor KPIs to track service standards, operational efficiency, and member engagement, ensuring accountability through regular reporting.

Guest Experience & Member Engagement:

• Ensure all FOH outlets consistently deliver exceptional service consistent with Forbes service standards.
• Partner with leadership to implement programs thatincrease member engagement, satisfaction, and loyalty.
• Lead initiatives that enhance member interactions, fostering a welcoming and consistent service culture across all FOH outlets.
• Address escalated member concerns and ensure timely resolution in accordance with service excellence standards.
• Maintain a consistent presence in outlets to engage with members, build relationships, and ensure service personalization at every touchpoint.

Team Leadership & Development:

• Lead, mentor, and coach the Grill Management team to achieve operational and service excellence.
• Build a culture of accountability, continuous improvement, and high performance throughout the FOH team.
• Support managers in training and developing staff to meet operational standards, deliver exceptional guest experiences, and prepare future leaders.
• Serve as a visible leader in outlets, modeling service excellence, developing future leaders, and ensuring alignment with East Bank Club culture.

Financial & Operational Performance:

• Monitor FOH operational budgets, labor costs, and performance metrics through direct reports.
• Drive initiatives that optimize operational efficiency, improve execution, and enhance profitability.
• Partner with the Director of Food & Beverage and Food and Beverage Business Manager on strategic planning and resource allocation to meet business objectives.
• Oversee operational readiness for special events, seasonal initiatives, and promotions to ensure flawless execution.

Cross-Functional Collaboration:

• Collaborate with culinary leadership on menu execution, specials, and operational improvements ensuring excellence in execution.
• Work closely with the Director of Food & Beverage to roll out initiatives that standardize FOH operations, improve service, and enhance member engagement.

Qualifications and Standards:

• Minimum of 7+ years of progressive FOH management experience, including experience overseeing managers in multi-concept or high-volume food and beverage operations.
• Proven experience in operational improvement and execution, service standard development, member or guest experience delivery and team leadership.
• Strong strategic thinking, leadership, communication, and organizational skills.
• Experience acting in an assistant director–level capacity in a multi-outlet environment.
• Proficiency with POS systems, scheduling software, and Microsoft Office Suite.
• Strategic Leadership, People Management & Team Development skills (management of managers)
• Operational Improvement & Execution
• Service Excellence & Guest/Member Experience
• Performance Analysis & Process Optimization
• Strategic Planning & Implementation

Preferred:

• Bachelor’s degree in Hospitality, Business, or related field.
• Experience managing diverse concepts including retail markets, full-service restaurants, and beverage programs.
• Knowledge of hospitality best practices, operational efficiency, and service excellence frameworks.
• Knowledge of luxury service frameworks such as Forbes Travel Guide, AAA Five Diamond, or comparable standards.

Time Off & Retirement

• Paid Time Off
• 401(k) with company match up to 3%
• Value Sharing (Profit sharing)
• Holiday Bonus
• Paid Parental Leave

Health & Wellness:

• Comprehensive health, vision, and dental insurance
• HSA and FSA enrollment options
• Short- & Long-Term Disability options
• Life Insurance: Basic coverage equivalent to annual income, with voluntary options for additional coverage
• Long-Term Care options: Coverage up to 50% of annual income
• Accident and Critical Illness Insurance
• EAP (Employee Assistance Program)
• Pet Insurance through MetLife

Employee Perks:

• Free workout privileges
• Employee discounts in the Pro Shop, Spa & Salon services and in the Market
• Parking and transit benefits (pre-tax deduction)
• Access to Tickets at Work discounts
• Tuition reimbursement

Diversity, Inclusion, and Belonging Matters:

East Bank Club commits to a culture of inclusion and belonging characterized by connection across our similarities and differences. We honor the dignity of all employees by enabling each to reach their fullest potential and, by doing so, better serve our members. We serve a diverse group of members and recognize the importance of diversity and inclusion in enriching the employee and member experience required to support our mission. EBC is committed to attracting, retaining, and developing employees with varying identities and backgrounds.

East Bank Club is an Equal Opportunity Employer and drug/smoke-free workplace.