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Director of Retail, USC Hospitality

Auxiliary Services

This is a Full-time position in Los Angeles, CA posted June 12, 2022.

Please review the Affirmative Action and Equal Opportunity Plan page for more details regarding your rights and obligations as a job candidate.

From fine dining restaurants to residential dining, USC Hospitality serves over 65,000 students, athletes, faculty, and staff, as well as our many visitors. Hospitality is one of the six core business units that comprise USC Auxiliary Services and one of the largest employers on campus. The team at USC Hospitality is led by innovative executive chefs and directors who strive every day to craft nourishing and wholesome alternatives for our hungry Trojan Family and our guests.We are driven to succeed by our commitment to uphold our six unifying values in Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.

We are seeking a Director of Retail, USC Hospitality to join our rapidly growing team.

The Opportunity:

Our Hospitality team is committed to providing exceptional meals and extraordinary customer service in all of our diverse locations. As our Director, you will oversee all quick service food operations, consisting of all retail venues. You will have the opportunity to be responsible for directing, planning, developing, organizing, implementing, and evaluating the food operations programs and activities, along with establishing and maintaining quality standards and continuous improvement processes. The Director of Retail will provide oversight and direction to the USC Hospitality Retail venues; including all Health Science Campus venues, all Ronald Tutor Campus venues, and all University Park Campus retail venues. Your strategic management will have a significant impact on the daily dining experience for 40,000 students, faculty, and staff in 28 units on both campuses. Your drive and passion will lead our team to exceeding all of our customers expectations!

The Accountabilities:

  • Develop USC Hospitalitys vision and mission with defined strategy, goals and tactics for the department to meet its specific objectives.

  • Responsible for creating annual departmental budgets, as well as monthly projections and forecasts, and meeting or exceeding them. Implement corrective actions when financial performance of unit(s) does not meet budget.

  • Manage the delivery of services for staff, students, faculty and other guests. Set and communicate department priorities and performance standards, and assess operations using these criteria. Plan and conduct quality assurance reviews and recommend changes as appropriate. Develop and maintain systems and procedures to facilitate department operations.

  • Oversee staff and recommend organizational structure, reporting relationships and staffing needs based on department goals. Make hiring, promotional and salary decisions in accordance with university policy.

  • Develop and manage department budgets. Responsible for the department(s) financial performance. Analyze data from detailed reports and drive team accountability.

  • Plan, develop and implement policies and procedures, including development and implementation of training programs, procedural manuals, special projects and major university initiatives. Ensure all university, local, state, federal rules and regulations comply with all associates and management including those related to Public Health, ABC and NCAA.

  • Define, implement and continuously improve departmental policies and procedures to achieve standardization of best practices and defined policies and procedures. Implement departmental quality control processes and support department wide initiatives in this area.

  • Define the strategy, goals and programs of a unit(s)/department(s).

  • Develop and maintain effective relationships with internal and external stakeholders.

  • Set expectations and hold the Hospitality Retail teams accountable for demonstrating desired service behaviors.

  • Coach and support to manage wages, food and beverage cost, and controllable expenses.

  • Identify opportunities to increase profits and create value by challenging existing processes, encouraging innovation, and driving necessary change.

  • Implement and review results of guest satisfaction tools and follow up with the Retail team and ensure appropriate corrective action.

  • Establish and maintain open, collaborative relationships with the Retails teams and ensure that regular, ongoing communication is occurring amongst the teams (e.g., pre-meal briefings, staff meetings, culinary team).

  • Hire team members who demonstrate strong functional expertise, creativity, and entrepreneurial leadership to meet the business needs of the operation.

  • Monitor the departments actual and projected sales to ensure revenue goals are met and opportunities are identified and addressed.

  • Develop and maintain an operating strategy aligned with the business strategy and lead its execution.

  • Stay aware of market trends and introduce new products to meet or exceed customer expectations, generate increased revenue and ensure a competitive position in the market.

  • Ensure employees are treated fairly and equitably and brings issues to the attention of Human Resources as necessary.

  • Collaborate with various stakeholders and peers across the division and the University to accomplish departmental and collective goals.

  • Set expectations with Hospitality support services and follows all university directives and guidelines as they affect retail operations.

  • Perform other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

The Qualifiers:

  • Education: Bachelors Degree in Business, Hospitality/Hotel Management, or related field

  • Experience: 7 years of Food & Beverage management

  • Expertise:

  • Directly related management experience. Expert knowledge of field

  • Must have demonstrated progressive leadership and communication skills in guiding a diverse staff of union and non-union employees through subordinate management

  • Must have multi-unit, quick-service experience in franchise settings and experience in launching and managing non-branded concepts

  • Must have experience managing a variety of stakeholders

  • Must be proficient in conveying a vision of consistent excellence in food preparation and presentation in diverse quick service venues

  • Successful candidate will have a strong fiscal background and significant experience in operations, revenue enhancement, and people management.

  • Must foster a positive, collaborative, team-oriented environment and be willing to accept and contribute to the Universitys culture of respect and civility

What We Prefer:

  • Masters Degree

  • 10 years of progressively responsible experience as a key player in a complex, successful Food and Beverage operation

  • Experience in University setting

Additional Information:

  • No set schedule.May be required to work weekends, evenings and/or holidays. Understand the organization and hands-on management.

The Trojan Family Rewards:

We pride ourselves in creating theBEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families. For more information, please visit .

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

As an equal opportunity employer, USC values and promotes diversity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

USC has great minds that transform the world with their talents and research. Will you be one? Join us!


Minimum Education: Bachelor’s degree, Combined experience/education as substitute for minimum education Minimum Experience: 7 years Minimum Field of Expertise: Directly related management experience. Expert knowledge of field
Associated topics: analyst, b2b, bi, business growth, customer, sales, strategic, territory manager, transaction, wholesale