Manager, Café Hospitality Operations (Hybrid)

Manager, Café Hospitality Operations (Hybrid)

Capital One has an opening for a Manager, Café Hospitality Operations. As the primary liaison between Capital One and our third party food and beverage operation, you will drive strategy and execute on high priority projects for the company. Our Café Hospitality team works together to inspire and embody the highest integrity to food & beverage, hospitality, operations and guest experience. Our Café portfolio of plus 60 is transforming its elevation each day through design, digital experience, in house experience and increased value of food and beverage offerings through our vendor. The Hospitality Operations Lead is vital for ensuring the smooth, efficient, and well-supported function of our operations.

We are seeking a highly resourceful and strategic Hospitality Operations Manager to ensure seamless operational continuity, drive efficiency, and oversee critical infrastructure projects across the organization. This role is responsible for end-to-end incident and escalation remediation, cross collaboration with partner teams to develop and implement operational strategy and process improvements. You will contribute significantly to the growth of our physical infrastructure by developing standard food & beverage equipment sets, conducting detailed design reviews with our Design and Construction teams. 

Vendor Relationship Management

• Conduct regular operational reviews with external vendors to maintain performance and service level agreements

• Coordinate operational testing and execution of new vendor services and equipment maintenance

• Develop and implement equipment strategy, overseeing lifecycle management and remediation planning

• Serve as a mediator and escalation point for complex HR issues involving external partners

Monthly Finance Reviews & Processing

• Execute monthly financial processes, including the reconciliation and processing of discounts and catering transactions

• Manage the processing of financial entries 

• Oversee rent reconciliation and approval processes for all leased properties

• Prepare and distribute accurate, detailed monthly sales reporting and performance metrics

New Build Development & Decommissions

• Manage all phases of new site development

• Provide oversight for the standard equipment set definition and procurement for new builds

• Lead comprehensive food and beverage design reviews at 50%, 80%, and 100% completion milestones

• Manage the construction build process through key hand-off phases

• Oversee and manage sublease agreements for new builds and decommissioned spaces

• Lead the end-to-end decommissioning process for all F&B locations

Well-Management

• Manage the Business Continuity Planning (BCP) process for the F&B team

• Serve as the Process Manager for risk mitigation operations and the primary Audit Point of Contact

• Collaborate directly with the Risk team to review, identify, and reduce key operational and financial risks

• Provide support to the well-managed work-stream programs and standards

Our Ideal Candidate

We’re looking for someone with enlightened hospitality, excellent communication skills, and a passion for process and procedures. Desired skills and experience include:

• Ability to influence, collaborate and build strong relationships at all levels — and to inspire, coach and develop a team of associates

• Have built and trained team members on enlightened hospitality 

• Strong brand-building expertise — you know how to win people over through experiences that resonate and moments that connect

• A get-it-done approach and an entrepreneurial spirit — you're excited by the challenge to build the team and grow the brand

• Expertise in identifying and shaping strategic hospitality initiatives, including seasonal and regional POVs

• Work closely with partners in Construction, Design, Marketing and Bank for creation of the best in class experience for the Cafés

• Manage the Food & Beverage Equipment Budget

• Management of food and beverage financials