Developing your competencies in this domain will enable you to provide an exceptional collegiate dining guest experience.
Personnel who oversee campus dining operations, programs, staff and/or other resources.
Personnel who establish strategy and direction for achieving the goals and mission of the dining program within the institution.
Ensures guests are greeted in a timely and friendly manner.
Efficiently and effectively listens to and addresses the needs of students and guests.
Anticipates future needs of guests.
Attends to guest requests and asks questions to identify needs and goals.
Seeks and addresses guest feedback with direct, accurate, and timely response.
Develops and implements guest services programs and utilizes appropriate resources to measure satisfaction.
Gathers team prior to service to inform, prepare, and ensure readiness to meet and exceed guest expectations, and gathers team after service to evaluate results.
Ensures operational checklists and procedures are completed for successful daily operations.
Provides assistance to guests with special needs.
Empowers team to respond to guest needs and ensures guest recovery protocols are followed.
Models the desired guest interactions.
Works with culinary leadership and marketing teams to create and promote diverse, varied, student/guest centric menu offerings within budget guidelines.
Implements guidelines and standards that focus on best practices associated with recipe compliance, food production, sustainability, and presentation.
Stays informed of latest culinary trends and ensures that the unique needs of the college segment (e.g., special diets, nutrition, education, ingredient designation) are met.
Determines appropriate par stocks and production levels so that product is available throughout service.
Completes appropriate facility walk-thru to ensure equipment and building are in order and safe for service.
Ensures preventative and long-term maintenance and cleaning schedules are followed.
Addresses elements that may compromise guest sensory experience.
Ensures clear, concise, and accurate signage is present.
Ensures that units are maintained in a clean and organized manner and are safe and secure.
Administers and supports programs, practices, and policies that identify and/or mitigate risk (e.g., HACCP, CPI, FLSA, FERPA, and physical safety).
Adheres to local, state, and federal regulations.
Enforces alcohol-service policies and procedures to mitigate risk.
Ensures that all incident reports are completed in a thorough and timely manner.
Ensures unit has up-to-date emergency preparedness plan and that employees are properly trained.
Develops and initiates guest service vision, philosophy, goals, strategies, programs, and actions that align with and support the institution’s mission.
Provides senior level response to guest feedback, ideas, and/or concerns as necessary.
Models the desired guest interactions.
Identifies and selects a menu management system.
Communicates guidelines associated with menu development.
Implements programs that provide independent, anonymous critique of menu offerings.
Ensures overall menu program meets the goals to provide an exceptional guest experience.
Ensures that the variety of products and services (e.g., menus, hours of operation, styles of service) meet guest needs.
Plans and budgets for physical plant upkeep and facility updates.
Initiates inspections and quality assurance and ensures regulatory requirements are met.
Negotiates with institutional facilities management as needed.
Collaborates with institutional partners to identify opportunities to reduce risk and establish consistent practices.
Ensures that risk management activities and plans are audited and that the results inform risk mitigation strategies.
Develops crisis-management, contingency, and business continuity plans.