Operations Manager - Catering Services

DISCLOSURES The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to perform the job successfully. Job responsibilities may be modified or expanded over time, and the company will inform the employee of any such changes. EMPLOYMENT RELATIONSHIP DISCLOSURE This position is employed by Enterprise Management Solutions LLC, which serves as the Employer of Record and staffing provider. The employee will be assigned to work at and support The Charmed Table under a client service agreement. While Enterprise Management Solutions LLC is responsible for employment administration, including payroll, benefits (if applicable), and HR compliance, the employee will perform day-to-day duties at The Charmed Table and will receive operational direction, supervision, and performance expectations from The Charmed Table’s leadership team. The employee is expected to adhere to the policies, procedures, operational standards, and performance expectations of both Enterprise Management Solutions LLC and The Charmed Table, as applicable. Nothing in this arrangement alters the at-will employment relationship with Enterprise Management Solutions LLC. The Company reserves the right to modify assignments, responsibilities, reporting relationships, or work locations based on business needs. About The Company The Charmed Table, LLC is a full-service catering company based in Baltimore, Maryland. We specialize in delivering nutritious, high-quality prepared meals to group homes, assisted living facilities, and other supportive housing programs. Our mission is to provide consistent, timely, and safe meal service to help our community thrive through food. COMPANY WEBSITE: https://thecharmedtable.com/ COMPANY PHONE NUMBER: (667) 290-6226 HR DEPARTMENT PHONE NUMBER: (667) 309-9920 EXT 10 HR DEPARTMENT EMAIL ADDRESS: hr@thecharmedtable.com POSITION TITLE: General Manager - Catering Operations ALTERNATE TITLE(S):Catering Operations Manager, Food & Beverage Operations Manager, COMPANY: The Charmed Table DEPARTMENT: Food Services DIVISION: Operations UNIT: Hospitality & Culinary Operations ACCOUNTABLE TO: Chief Operations Officer ACCOUNTABLE FOR: Ensuring the daily execution of catering, delivery, DoorDash, and meal program operations; overseeing staff scheduling, supervision, appearance, productivity, and accountability; maintaining food quality, presentation, menu consistency, and customer satisfaction; managing cost control, waste reduction, receipt tracking, inventory accuracy, and overall operational profitability; implementing and maintaining operational systems including recipe costing, inventory tracking, production planning, and performance reporting; ensuring compliance with food safety standards including HACCP, temperature control, sanitation, and audit readiness; delivering weekly performance reports to leadership and implementing corrective actions in a timely manner; and collaborating with outsourced administrative functions to support operational accuracy, customer follow-through, billing processes, HR coordination, and marketing execution. CLASSIFICATION: Non-Exempt W-2, Hourly – Full-Time Work Schedule: This schedule reflects 8 hours per day, totaling 40 hours per week, Monday through Friday, 8:00 AM–5:00 PM. Scheduling needs may vary based on business demands, and adjustments may be required as reasonably assigned. COMPENSATION RANGE: $55,000 – $65,000 annually, commensurate with experience, qualifications, and demonstrated performance Incentive Compensation At the discretion of the Company, incentive compensation may include one or more of the following structures: Base compensation plus performance bonusBase compensation plus profit participationBase compensation plus growth-based incentives All incentive compensation is subject to Company approval, financial performance, operational performance, compliance, and achievement of measurable benchmarks. Benefits Package This position is eligible for standard W-2 employee benefits, including but not limited to those outlined in the Company’s official benefits package. Eligibility and participation are subject to the terms and conditions of the applicable plans. Full details are provided in the current benefits package documentation. ANTICIPATED TRAVEL: 15% of the time. Summary Of Position Responsibilities General Manager - Catering Operations is responsible for managing the day-to-day operations of The Charmed Table while ensuring that the Company’s food service, catering, delivery, and meal program operations are executed accurately, safely, profitably, and consistently. Scheduled Duties And Responsibilities Daily Operations Management General Manager - Catering Operations is responsible for the daily coordination and supervision of The Charmed Table’s food service operations. This includes ensuring that staffing, production, delivery, customer needs, inventory, and systems are aligned each day. Review daily orders, production needs, delivery requirements, and staffing coverageAssign responsibilities to the Catering Lead Cook and Inventory & Systems CookMonitor daily workflow and correct issues in real timeEnsure opening, mid-day, and closing checklists are completedEnsure production plans are followed and adjusted as neededMaintain communication with leadership regarding major issues, delays, risks, or customer concerns Key Performance Indicators: Daily operations checklist completion: 100%Production plan reviewed daily: 100%Operational issues escalated appropriately: 100% of critical issuesSame-day correction of controllable operational gaps: ≥ 90% Catering & Event Execution General Manager - Catering Operations oversees the full lifecycle of catering operations, including order review, production planning, staffing, packaging, delivery coordination, setup, breakdown, and post-event follow-up. Confirm catering orders, quantities, menus, timing, delivery details, and staffing needsCoordinate with the Catering Lead Cook to ensure production readinessEnsure food is prepared according to approved menus, recipes, portions, and presentation standardsEnsure catering orders are properly labeled, packaged, and transportedMonitor event execution and address service issues promptlyConduct post-event reviews and document lessons learnedCommunicate event completion details to outsourced invoicing or finance support when needed Key Performance Indicators: On-time catering execution: ≥ 95%Catering order accuracy: ≥ 97%Event error rate: ≤ 3%Post-event review completion for applicable events: 100%Event profitability review completed: 100% for major events Meal Program & Group Home Delivery Operations The General Manager - Catering Operations is responsible for ensuring that all institutional meal programs, group home deliveries, and contracted recurring meal services are executed accurately, on time, and in accordance with customer requirements. Ensure group home and contracted meal deliveries are prepared and delivered on scheduleEnsure menus are posted at applicable customer facilities as requiredEnsure meals match approved menus unless leadership-approved substitutions are documentedMonitor portioning, labeling, packaging, and delivery conditionAddress complaints or service concerns with urgencyMaintain records of deliveries, menu postings, substitutions, and customer issues Key Performance Indicators: On-time meal delivery: ≥ 98%Menu posting compliance: 100%Meal accuracy: ≥ 97%Temperature compliance at delivery: ≥ 98% within safe rangeCustomer complaints resolved or escalated within: 24–48 hours DoorDash, Direct Delivery & Third-Party Platform Operations Ensure DoorDash and direct delivery menus are accurate and consistent with approved offeringsMonitor order flow, packaging standards, and customer complaintsReview third-party platform performance and customer ratingsIdentify low-margin or high-error menu items and recommend changesCoordinate with outsourced marketing support regarding promotions, photos, menu updates, and customer-facing informationEnsure delivery channel performance supports growth and profitability rather than uncontrolled volume Key Performance Indicators: DoorDash/direct delivery order accuracy: ≥ 97%On-time delivery preparation: ≥ 95%Customer rating: ≥ 4.5 averageDelivery order complaint/error rate: ≤ 3%DoorDash/menu updates completed within required timeframe: 100% Menu Consistency, Recipe Compliance & Food Presentation Maintain consistency with approved menus and recipesEnsure portion sizes are followed and monitoredEnsure food presentation meets company standardsCoordinate menu changes with leadership and outsourced marketing support when applicableEnsure staff understand and follow menu requirementsDocument substitutions, shortages, or approved menu changes Financial Performance, Profitability & Cost Control The General Manager - Catering Operations is responsible for managing operations with a clear understanding of cost, margin, and profitability. This role must not simply track expenses after the fact; it must actively identify cost problems and implement corrective actions. Monitor labor cost and adjust staffing recommendations accordinglyMonitor food cost and waste trendsEnsure purchases are appropriate, documented, and aligned with business needsMaintain complete receipt and expense documentationReview event and delivery profitability with leadershipIdentify unprofitable practices, menu items, or processes and recommend improvementsSupport pricing, costing, and margin analysis through accurate operational data Key Performance Indicators: Labor cost target: ≤ 30% of revenue, unless otherwise approvedFood cost target: ≤ 30% of revenue, unless otherwise approvedFood waste: ≤ 5%Receipt documentation completeness: 100% weeklyEvent profitability review for major events: 100%Corrective actions for cost overruns implemented within: 7 days Inventory Management, Receiving & Vendor Controls Oversee inventory counts, receiving logs, and stock rotationEnsure first-in, first-out practices are followedMonitor shortages, overstock, waste, spoilage, and unexplained varianceReview vendor deliveries for accuracy, quality, and pricing issuesEnsure vendor issues are documented and addressedCoordinate purchasing needs while controlling unnecessary spend Key Performance Indicators: Inventory accuracy: ≥ 98%Inventory variance: ≤ 2%Stockout incidents: ≤ 1 per weekVendor order accuracy: ≥ 98%Waste logs completed: 100% daily Systems Implementation & Operational Controls Implement and maintain recipe costing for menu itemsEnsure inventory tracking is updated consistentlyMaintain production planning tools and checklistsEnsure operational data is available for leadership reviewWork with leadership to improve dashboards and reporting toolsTrain staff on required systems and hold them accountable for usage Key Performance Indicators: Recipe costing coverage: 100% of active menu itemsInventory system updates: 100% as scheduledProduction planning documentation: 100% dailyVariance between expected and actual food cost: ≤ 3%Weekly KPI dashboard/report submitted: 100% on time Food Safety, HACCP, Temperature Control & Compliance Enforce HACCP procedures and food safety protocolsEnsure temperature logs are completed accuratelyEnsure meals are delivered within safe temperature rangesMaintain cleanliness and sanitation standardsEnsure staff follow proper food handling proceduresPrepare for health inspections, customer audits, and internal reviewsCorrect food safety deficiencies immediately Key Performance Indicators: HACCP compliance: 100%Temperature logs completed: 100%Temperature compliance: ≥ 98% within safe rangeCritical health/safety violations: 0Corrective action for safety deficiencies PERFORMANCE EXPECTATIONS The General Manager - Catering Operations will be evaluated based on the ability to execute daily operations while improving measurable performance over time. Performance Expectations Include: Reliable execution of catering, delivery, and meal program operationsAchievement of KPI benchmarksImprovement in profitability, cost control, and waste reductionAccurate use of recipe costing, inventory, and reporting systemsProper oversight of the Catering Lead Cook and Inventory & Systems CookTimely communication with leadership and outsourced administrative partnersStrong customer service and issue resolutionCompliance with HACCP, temperature, sanitation, and food safety standardsAbility to implement leadership feedback and corrective actions quickly PHYSICAL DEMANDS This position requires the ability to perform work in a physically active food service environment. Prolonged standing and walkingLifting, carrying, pushing, or pulling up to 40 poundsBending, reaching, and moving during food production, packaging, delivery preparation, setup, and breakdownFrequent movement between kitchen, storage, delivery staging, and customer/event areasAbility to work in hot, cold, fast-paced, and time-sensitive environments WORKING CONDITIONS Kitchen and food production environmentsDelivery coordination areasEvent sites and customer facilitiesGroup home or institutional customer locationsEvening, weekend, holiday, and event-based workTime-sensitive operational demands requiring urgent decision-making Competencies And Skills The successful candidate must demonstrate: Strong day-to-day operational management abilityBusiness awareness and understanding of cost, margin, and profitabilityAbility to supervise direct reports and hold staff accountableAbility to implement and maintain operational systemsStrong communication and follow-throughCustomer service and service recovery skills Level Of Education / Training / Qualifications Experience managing catering operations or recurring meal delivery programsExperience managing DoorDash, direct delivery, or third-party delivery platformsExperience with recipe costing, inventory management, menu costing, or food cost controlsExperience coordinating with outsourced HR, marketing, bookkeeping, or invoicing supportExperience improving profitability, reducing waste, or implementing operational systemsExperience working with group homes, institutional customers, corporate clients, or recurring food service contractsExperience using Microsoft Office, Google Workspace, POS systems, delivery platforms, inventory tools, or other operational systemsAbility to work evenings, weekends, holidays, and event-based schedules as neededMinimum 4–6 years of experience in catering, restaurant, institutional food service, hospitality operations, or related food service managementPrior experience supervising staff and managing daily operationsWorking knowledge of food safety standards, sanitation, and temperature control Education Bachelor’s degree in Business, Hospitality Management, Food Service Management, Operations Management, or a related field Licensures/Certifications Ability To Obtain Within 30 Days: ServSafe Manager CertificationServSafe Food Handler CertificateServsafe Alcohol and Drug