Description
We are looking for a Director of Hospitality to lead the customer-facing, multi-unit food and beverage program in our nationwide Capital One Café network.
In this high-impact role, you'll set the vision and strategy around food and beverage offerings, promotional/marketing plans, and frontline readiness, partnering closely with Visual Merchandising, Marketing, Programming, and others to bring this vision to life.
Additionally, you will manage the performance of our third-party operator and coffee partner, and lead an internal team of ~5-7 associates.
Key Responsibilities:
Food & Beverage (F&B) Program Strategy & Operations
- Lead the vision for the Capital One Café F&B program, ensuring alignment with our broader Retail Experience strategy.
- Develop and evolve F&B menu offerings to meet evolving customer needs.
- Set and maintain rigorous operating standards and standard operating procedures (SOPs) to ensure consistent, premium guest experiences across the nationwide network.
- Drive work around frontline readiness, promotional and marketing plans, and operational adjustments to maximize efficiency and customer satisfaction.
Partner & Vendor Management
- Own the end-to-end relationship and performance metrics for our third-party food and beverage operator; define and enforce partner financial reporting standards and staffing guidelines.
- Oversee network performance through regular analysis of customer feedback, mystery shopping, and operational audits to ensure excellence in delivery.
- Manage operational accountability and service-level agreements (SLAs) with external partners.
Cross-Functional Leadership
- Provide tactical and strategic thought partnership to leaders across Retail Design, Marketing, Strategy, Product, and the Frontline to ensure the hospitality experience is seamlessly integrated into the overall Capital One Café customer experience.
- Work closely with internal marketing and PR teams to craft and amplify the guest experience story and Café promotional programming.
- Provide strategic alignment and F&B integration into seasonal campaigns, in-cafe events, promotions, and programming on an ongoing basis.
Team Business Operations
- Lead, develop, and coach a high-performing internal team, fostering a culture of continuous learning, collaboration, and innovation.
- Manage the F&B program budget, balancing the need to elevate the guest experience while finding cost efficiencies and driving overall profitability.
- Own the alignment, tracking, and management of team KPIs and OKRs, driving regular business reviews with senior leadership.
Basic Qualifications:
- Bachelor’s Degree or Military experience
- At least 5 Years of experience leading projects in a corporate or hospitality environment
- At least 5 Years of people leadership experience
Preferred Qualifications:
- 7+ years of experience in strategic scaling of retail or hospitality operations in a multi-unit setting
- Hospitality consulting experience in a high-quality fast-casual environment
- Proven experience in storytelling, deck building, and presenting in a leadership setting
- Excellent problem-solving and influencing skills