Executive Director, Dining and Auxiliary Services
Business Services manages a diverse portfolio of essential
services that support the needs of the GW community. We support the
institutions’ overall strategic mission, and enhance the student
experience by providing convenient, user-friendly, competitively
priced, customer-service focused goods and services.
Reporting to the Associate Vice President, Business Services, the Executive Director, Dining & Auxiliary Services will have primary and direct responsibility for the oversight of all elements of the university’s dining program and management of the third party contracts with the dining services partner and various other auxiliary operations including pouring rights/vending, parking, mail & package services, laundry, and summer storage.
This is an exciting time for Dining at GW as the dining program is undergoing a transformation from a retail model to a residential dining experience on the Foggy Bottom and Mount Vernon campuses. Currently underway is selection of a new dining services provider after a nearly year-long solicitation process to partner with the university to enhance the student experience through a quality dining program that is accessible, affordable, sustainable and vibrant. New dining facilities will be created, and existing venues will be refreshed and phased in over the next three to four years. The Executive Director will be the lead representative for all elements of the dining program, will oversee the management of the dining services contract, and ensure the delivery of a quality program at every level that meet and exceeds the needs of our campus community and the goals of accessibility, affordability, sustainability, quality and providing diverse food offerings and exceptional customer service. The incumbent will closely collaborate with leadership in the Division of Student Affairs (DSA), Athletics, the Student Association, Office of Sustainability, and Student Advisory Groups and other constituent groups to ensure the program delivers on all elements of a first-class dining program. Responsibility for the dining program includes oversight of the GWorld dining partner program with off-campus dining and grocery establishments.
The ideal candidate will have deep and broad experience in both university dining, auxiliary services, and management of third-party service contracts. Candidate will have demonstrated experience leading similar operations at a university and will care deeply about enhancing the student experience, customer care, continuous service improvement and service optimization.
Duties and responsibilities include but are not limited to:
• Develops operations and business plans and closely tracks financial performance and contract compliance to minimize institutional risk and maximize financial support from auxiliaries. Provides strategic planning, policy review, formulation and execution of budgets and business plans, financial management, and overall administration of dining & auxiliary units under their purview
• Day-to-day oversight of activities in all areas and ensures continuous improvement of all aspects of services and ensuring contract partners’ operations meet qualitative and quantitative contract terms and objectives. Assures quality services are delivered by auxiliary unit staff and contractor partners through a variety of means and serves as the senior administrator to handle escalation of key service and customer relations issues.
• Lead the development and management of auxiliary enterprises
policies and procedures, develop and monitor service benchmarks and
KPIs, keep abreast of industry best practices and identify areas
for improvement and innovation.
• Collects sales data/ financial statements from contractors. Analyzes the data, compiles/produces regular and ad hoc descriptive and financial reports for management justifying and/or providing explanations on variances from projections and/or on data as necessary/appropriate. Develops business reporting requirements and monitors compliance of contracts by reviewing activities with key departments and contractors, analyzing activities, assessing contract compliance and providing financial reporting on overall operations, including, but not limited to: revenue reports, operational audits and budget variance reporting.
• Engages in on-going dialog with service partners to ensure communication is always open to discuss/evaluate contracted service(s) and maintains good working relationships to help ensure that issues are addressed and resolved in a timely manner. Ensures stakeholders are kept abreast of any/all developments.
• Seeks opportunities for future initiatives, revenue
development, and opportunities to enhance customer service. Reviews
these opportunities applying sound financial management principles
and practices and ensuring they fall within the desired direction
and objectives/goals of the University. Provides management with
financial analysis and arguments on such projects for its
• Solicits feedback from users/customers and other interested parties (via formal and informal surveys, student leadership meetings, etc.) regarding dining program and auxiliary services. Analyzes both quantitative and qualitative data and uses information to guide vendor actions/initiatives; as well as recommend, negotiate, and implement changes to contract terms/conditions as appropriate/necessary. Works collaboratively with internal customers and collaborators to ensure that auxiliary offerings are anticipating and responding to evolving customer needs.
• Develops and maintains operating procedures for area(s) of influence as necessary. Ensures that any change(s) to policy is/are disseminated to stakeholders.
• Oversees the process for RFPs and vendor selections at appropriate contract intervals
• Serves as a member of the senior staff of Business Services and engages in strategic planning and initiatives at the division-wide level. Participates in university committees and working groups as a representative of the division, department, or unit.
• Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position
Qualified candidates will hold a Bachelor’s degree in an appropriate area of specialization plus 8 years of relevant professional experience, or, a Master’s degree or higher in a relevant area of study plus 6 years of relevant professional experience. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.
The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.