Summary

Within the division of Institutional Support Services, provides strategic leadership and oversight for dining, hospitality, and related operational services, including food service contracts, dining, and event facilities, as applicable. This role ensures excellence in service delivery, operational efficiency, and alignment with institutional goals. The position is responsible for financial stewardship, compliance, and enhancing customer experiences to support the university's mission.

Duties and Responsibilities

1. Provides strategic leadership and operational oversight for dining, hospitality, and auxiliary services, ensuring high-quality service delivery, vendor compliance, operational efficiency, and exceptional customer experiences across all units.
2. Oversees all financial aspects of the department, including budgeting, financial analysis, sales and revenue management, vendor financial relations, and contract compliance. Develop strategies to meet financial targets, optimize profitability, mitigate risks, and align financial practices with university goals.
3. Oversee and manage a wide range of University contracts and licenses, including UNM's food service contract and governmental alcohol licenses. Ensure compliance with contractual obligations and local, state, and federal laws and regulations.
4. Leads the development and implementation of strategic programs and plans for dining services. Sets short- and long-term goals, participates in capital projects, develops policies, and initiates programs that enhance student satisfaction and align with the university's mission and vision.
5. Designs, establishes and maintains an organizational structure and staffing to effectively accomplish the organization's goals and objectives; oversees recruitment, training, supervision, and evaluation of unit staff.
6. Ensures quality assurance and compliance by monitoring service standards, conducting evaluations, and enforcing adherence to all relevant regulations and university policies, including health and safety, food safety, alcohol licensing, data privacy, financial transactions, and facility usage, to maintain high-quality and compliant services.
7. Cultivates and maintains collaborative relationships with internal and external stakeholders, including university departments, vendors, and partners. Coordinate services, support campus events, ensure compliance, and promote alignment of services with the needs and objectives of the university community.
8. Enhances customer experience and service excellence by overseeing customer service operations, analyzing feedback, and implementing improvements. Ensure high standards of service in all interactions and events to maximize customer satisfaction across all platforms.
9. Drives technology and innovation initiatives by researching, evaluating, and implementing new technologies and industry trends. Oversee procurement and integration of systems to enhance service offerings, operational efficiency, and customer satisfaction.
10. Develops, implements, and refines policies, procedures, and processes to enhance operational efficiency and ensure compliance. Lead initiatives for process improvement, emergency preparedness, and policy development to support the department's readiness and effectiveness.
11. Direct event and conference operations in specified areas, including planning, marketing, and execution. Ensure seamless logistics, high service standards, safety compliance, and successful delivery of campus events, enhancing the overall event experience for participants.
12. Manages inventory and assets by overseeing equipment maintenance, ensuring optimal inventory levels, and coordinating timely replacements or upgrades. Support uninterrupted operations through effective asset management strategies.
13. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

• Bachelor's degree; at least 5 years of experience directly related to the duties and responsibilities specified.
• Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

• Knowledge of food safety regulations, customer service best practices, and hospitality industry standards.
• Strong communication skills for constructing and disseminating strategic vision and implementation plans.
• Ability to interact creatively with external vendors and agencies to enhance effectiveness of operations and achieve objectives.
• Ability to effectively manage and grow a diverse team of professional and support staff and to foster an excellent customer service environment.
• Excellent problem-solving skills, ability to think strategically and critically in developing solutions to complex problems and to address future challenges in alignment with institutional long term goals, escalating appropriately.
• Knowledge and understanding of all laws, regulations, standards, and conventions associated with the operation of a large-scale student residential and dining service.
• Knowledge of local, state, and federal alcohol laws and licensing requirements.
• Strong technical and analytical skills; knowledge of financial planning, budget management principles, policies, and financial laws and regulations.
• Ability to effectively manage complex and involved contracts of high value to the University.
• Strong knowledge and ability to lead an organizational structure, workflow, and operating protocols.
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
• Knowledge of conference facilities, technology, and equipment.
• Knowledge of facilities and asset management methods and procedures.
• Knowledge of food safety regulations, customer service best practices, and hospitality industry standards.

Conditions of Employment

• Employees in this job title are subject to the terms and conditions of an employment contract. Employment contracts are typically subject to review and renewal on an annual basis.
• Employees who provide services or work in patient care or clinical areas are required to be in compliance with the University's influenza vaccination requirement.

Working Conditions and Physical Effort

• No or very limited physical effort required.
• No or very limited exposure to physical risk.
• Work is normally performed in a typical interior/office work environment with regular field assignments.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 01/01/2025