Director of Outlets

The Director of Outlets is responsible for the overall leadership, operational performance, guest experience, and financial results of B Ocean Resort’s food and beverage outlets from a front-of-house perspective. This position provides direct leadership to outlet managers, supervisors, bartenders, servers, hosts, bussers, food runners, and other front-of-house outlet associates. The Director of Outlets does not manage the Executive Chef, Sous Chefs, cooks, stewards, or other culinary associates. Culinary operations remain under the leadership of the Executive Chef. The Director of Outlets works in close partnership with the Executive Chef to ensure strong communication and coordination between front-of-house and back-of-house operations while maintaining clear departmental accountability. The Director of Outlets is expected to maintain a strong presence throughout the resort’s food and beverage outlets, lead by example, develop strong teams, drive revenue and profitability, maintain service standards, and create memorable guest experiences. ESSENTIAL DUTIES & RESPONSIBILITIES Front-of-House Outlet Operations Provide leadership and operational oversight for all assigned front-of-house food and beverage outlets. Directly manage outlet managers, supervisors, and front-of-house associates. Ensure outlets are appropriately staffed, organized, clean, prepared, and ready for each meal period and shift. Maintain a visible leadership presence during peak business periods, weekends, holidays, special events, and high-occupancy dates. Conduct daily walkthroughs of outlets to evaluate cleanliness, organization, service readiness, associate performance, and overall guest experience. Ensure opening, closing, cash-handling, side-work, service, and front-of-house operational procedures are consistently followed. Monitor guest service flow and immediately address operational challenges that may impact the guest experience. Ensure appropriate communication between front-of-house and culinary teams. Review outlet reservations, expected covers, occupancy, events, groups, and forecasts to appropriately prepare front-of-house operations. Ensure outlet leadership maintains appropriate floor coverage and associate deployment. Ensure all front-of-house operations remain compliant with resort standards, departmental SOPs, and established service expectations. Partnership with the Executive Chef Work collaboratively with the Executive Chef to ensure a seamless guest experience between front-of-house and culinary operations. Communicate expected covers, occupancy, VIPs, groups, events, promotions, and anticipated business levels to Culinary leadership. Partner with the Executive Chef regarding menu rollouts, specials, service concerns, guest feedback, ticket times, and operational opportunities. Communicate recurring food quality or presentation feedback received from guests to the Executive Chef. Coordinate front-of-house readiness for menu changes and new food offerings. Ensure front-of-house associates receive appropriate menu knowledge and product training in partnership with Culinary leadership. Participate in joint operational meetings with the Executive Chef as needed. Maintain clear accountability between front-of-house and culinary functions. The Director of Outlets does not supervise culinary associates or assume responsibility for kitchen staffing, culinary scheduling, food production, kitchen discipline, or culinary performance management. Guest Experience Maintain a visible presence throughout the outlets and actively engage with guests. Ensure guests receive professional, welcoming, efficient, and personalized service. Handle guest concerns and service recovery situations promptly and professionally. Empower outlet managers and associates to resolve appropriate guest concerns while maintaining accountability. Monitor guest feedback, online reviews, surveys, and internal comments related to outlet service. Identify trends in guest feedback and implement corrective action within front-of-house operations. Communicate culinary-related feedback to the Executive Chef for follow-up. Promote a hospitality culture where associates anticipate guest needs rather than simply respond to requests. Ensure VIPs, repeat guests, special occasions, groups, and resort events receive appropriate recognition and service. Leadership & Associate Development Provide direct leadership, coaching, and support to outlet managers and supervisors. Establish clear expectations regarding performance, professionalism, attendance, guest service, productivity, and accountability. Conduct regular leadership meetings and pre-shift communication with outlet teams. Ensure outlet leaders consistently conduct meaningful pre-shift meetings. Coach managers and supervisors on leadership, communication, service standards, and performance management. Partner with Human Resources regarding recruitment, onboarding, training, coaching, corrective action, investigati