Manager Retail Operations

Miami Children's Miami , FL 33196

Posted 3 months ago

Job Summary:

Responsible to direct retail operations in accordance with corporate and contractual guidelines. Responsible for appearance of operation, maintaining staffing levels, and cash management.

Minimum Job Requirements:

  • Culinary Arts degree from a recognized culinary school, Bachelor's degree in Hospitality Management, or 5-7 years of progressive food service management experience may be substituted for a degree.

  • 1-2 years of supervisory experience required.

  • Certified in SerSafe required and good standing throughout employment.

Job Specific Duties:


  • Trains staff and determines work schedules. Interviews and hires employees; evaluates performance and resolves staff concerns.

  • Evaluates, directs, and manages the function and structure of food and nutrition services. Ensure all client expectations and regulatory standards are being appropriately monitored and adhered to.

  • Develops and oversees goals and action plans that will meet and/or exceed established patient expectations. Oversees cashier function and retail operations to ensure accurate sales of meals to patients and families.

  • Evaluates retail operations are consistent with MCHS policy for quality food service. Performs QA with test tray completion and takes action.

  • Evaluates, develops, and ensures the provision of ongoing training and development for all department staff with operational and strategic needs of the client and MCHS.

  • Communicates customer service evaluation mechanisms to ensure ongoing information is retrieved and evaluated for improvement purposes.

  • Complies with federal and state guidelines as evidenced through internal and external audits.

  • Visits patients on an assigned nursing unit/area and helps ensure every patient is visited by a member of the management or professional team at least once during their hospital stay.

  • Ensures staff follows ServeSafe protocols for food prep and delivery based on state regulatory agencies.

  • Provides timely mentoring, coaching, and intervention to staff. Ensures quality of family experience, fosters staff empowerment, open communication, leads, and guides staff to build an engaged team.

  • Directs staff to provide retail and food associate services in accordance with corporate policies and cash handling standards.

  • Trains staff in customer service, proper portioning, cashier skills, safety, and sanitation.


  • Implements and maintains cash handling standards as outlined in the department policies and procedures manual to eliminate theft of services or company funds.

  • Completes all daily, weekly, or monthly reports as outlined in the MCHS policies and procedures on a timely basis meeting all prescribed deadline.

  • Complies with federal, state, and local health and sanitation regulations Complies with regulatory agencies, including federal, state, and DNV as evidenced by successful completion of surveys with no deficiencies.

  • Follows facility and department infection control policies and procedures.

  • Implements and accountable for programs targeted to increase SEI (Test trays and mystery shopper).

  • Establishes and updates all policies and procedures for retail operations and structures new processes.

  • Continuously evaluate operations and implement process improvements that reduce waste and increase efficiency, quality, safety, satisfaction, and cost-effectiveness. Promote and practice cost containment.

  • Accountable to conduct random audits on the cashiers per month to ensure cash handling processes are being followed and standards of no more than /- $5.00 per shift are maintained.

  • Interacts frequently with customers to determine satisfaction level and provide service recovery.

  • Implements programs (quarterly seasonal menus, limited time offers, promotions, etc.) as directed by Leader.

  • Conducts random test tray audits according to Leadership schedule and follows up with all outcomes within 24 hour timeframe. Scores at least 60% satisfaction on initial Nursing Satisfaction Survey.

  • Develops daily customer service evaluation mechanisms (secret shopper at 85% satisfaction) to ensure that ongoing information is retrieved and cash handling procedures followed.


  • Able to communicate in Spanish helpful.

  • Experience in Microsoft Office - Excel, scheduling software, and Clarivia software preferred.

  • Able to use judgment and initiative in planning work programs.

  • Ability to relate cooperatively and constructively with customers, peers, subordinates, and hospital personnel.

  • Ability to learn appropriate software application(s).

  • Knowledge of DNV, ACHA, and federal and state cleanliness and sanitation requirements.

  • Proven ability to effectively coach and mentor subordinates.

  • Able to interpret, adapt to, and react calmly under stressful conditions.

  • Able to track budget variances, assess productivity, and establish productivity standards.

  • Ability to interpret documents such as safety rules, operating &maintenance instructions, and procedure manuals.

  • Ability to speak effectively before groups of customers or associates of facility.

  • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.



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Manager Retail Operations

Miami Children's