Operations Manager - Catering Services

DISCLOSURES The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to perform the job successfully. Job responsibilities may be modified or expanded over time, and the company will inform the employee of any such changes.

The employee will be assigned to work at and support The Charmed Table under a client service agreement. While Enterprise Management Solutions LLC is responsible for employment administration, including payroll, benefits (if applicable), and HR compliance, the employee will perform day-to-day duties at The Charmed Table and will receive operational direction, supervision, and performance expectations from The Charmed Table’s leadership team.

OF POSITION RESPONSIBILITIES General Manager - Catering Operations is responsible for managing the day-to-day operations of The Charmed Table while ensuring that the Company’s food service, catering, delivery, and meal program operations are executed accurately, safely, profitably, and consistently.

About ems

• THE COMPANY The Charmed Table, LLC is a full-service catering company based in Baltimore, Maryland.
• We specialize in delivering nutritious, high-quality prepared meals to group homes, assisted living facilities, and other supportive housing programs.
• Our mission is to provide consistent, timely, and safe meal service to help our community thrive through food.

Responsibilities

• The employee is expected to adhere to the policies, procedures, operational standards, and performance expectations of both Enterprise Management Solutions LLC and The Charmed Table, as applicable.
• Nothing in this arrangement alters the at-will employment relationship with Enterprise Management Solutions LLC.
• The Company reserves the right to modify assignments, responsibilities, reporting relationships, or work locations based on business needs.
• DUTIES AND RESPONSIBILITIES Daily Operations Management General Manager - Catering Operations is responsible for the daily coordination and supervision of The Charmed Table’s food service operations.
• This includes ensuring that staffing, production, delivery, customer needs, inventory, and systems are aligned each day.
• Review daily orders, production needs, delivery requirements, and staffing coverage
• Assign responsibilities to the Catering Lead Cook and Inventory & Systems Cook Monitor daily workflow and correct issues in real time

Ensure opening, mid-day, and closing checklists are completed

• Ensure production plans are followed and adjusted as needed
• Maintain communication with leadership regarding major issues, delays, risks, or customer concerns
• Daily operations checklist completion: 100% Production plan reviewed daily: 100% Operational issues escalated appropriately: 100% of critical issues Same-day correction of controllable operational gaps: ≥ 90% Catering & Event Execution General Manager - Catering Operations oversees the full lifecycle of catering operations, including order review, production planning, staffing, packaging, delivery coordination, setup, breakdown, and post-event follow-up.
• Confirm catering orders, quantities, menus, timing, delivery details, and staffing needs
• Coordinate with the Catering Lead Cook to ensure production readiness
• Ensure food is prepared according to approved menus, recipes, portions, and presentation standards
• Ensure catering orders are properly labeled, packaged, and transported
• Monitor event execution and address service issues promptly

Conduct post-event reviews and document lessons learned

• Communicate event completion details to outsourced invoicing or finance support when needed
• On-time catering execution: ≥ 95% Catering order accuracy: ≥ 97% Event error rate: ≤ 3% Post-event review completion for applicable events: 100% Event profitability review completed: 100% for major events
• Meal Program & Group Home Delivery Operations The General Manager - Catering Operations is responsible for ensuring that all institutional meal programs, group home deliveries, and contracted recurring meal services are executed accurately, on time, and in accordance with customer requirements.
• Ensure group home and contracted meal deliveries are prepared and delivered on schedule
• Ensure menus are posted at applicable customer facilities as required
• Ensure meals match approved menus unless leadership-approved substitutions are documented
• Monitor portioning, labeling, packaging, and delivery condition

Address complaints or service concerns with urgency

• Maintain records of deliveries, menu postings, substitutions, and customer issues
• On-time meal delivery: ≥ 98% Menu posting compliance: 100% Meal accuracy: ≥ 97% Temperature compliance at delivery: ≥ 98% within safe range
• Monitor order flow, packaging standards, and customer complaints

Review third-party platform performance and customer ratings

• Identify low-margin or high-error menu items and recommend changes
• Coordinate with outsourced marketing support regarding promotions, photos, menu updates, and customer-facing information
• Ensure delivery channel performance supports growth and profitability rather than uncontrolled volume
• DoorDash/direct delivery order accuracy: ≥ 97% On-time delivery preparation: ≥ 95% Customer rating: ≥ 4.5 average
• ≤ 3% DoorDash/menu updates completed within required timeframe: 100% Menu Consistency, Recipe Compliance & Food Presentation Maintain consistency with approved menus and recipes
• Ensure portion sizes are followed and monitored
• Ensure food presentation meets company standards
• Coordinate menu changes with leadership and outsourced marketing support when applicable
• Ensure staff understand and follow menu requirements

Document substitutions, shortages, or approved menu changes

• Financial Performance, Profitability & Cost Control The General Manager - Catering Operations is responsible for managing operations with a clear understanding of cost, margin, and profitability.
• This role must not simply track expenses after the fact; it must actively identify cost problems and implement corrective actions.
• Monitor labor cost and adjust staffing recommendations accordingly
• Monitor food cost and waste trends
• Ensure purchases are appropriate, documented, and aligned with business needs
• Maintain complete receipt and expense documentation

Review event and delivery profitability with leadership

• Identify unprofitable practices, menu items, or processes and recommend improvements
• Support pricing, costing, and margin analysis through accurate operational data
• 100% Corrective actions for cost overruns implemented within: 7 days Inventory Management, Receiving & Vendor Controls Oversee inventory counts, receiving logs, and stock rotation

Ensure first-in, first-out practices are followed

• Monitor shortages, overstock, waste, spoilage, and unexplained variance
• Review vendor deliveries for accuracy, quality, and pricing issues
• Ensure vendor issues are documented and addressed

Coordinate purchasing needs while controlling unnecessary spend

• Inventory accuracy: ≥ 98% Inventory variance: ≤ 2% Stockout incidents: ≤ 1 per week
• ≥ 98% Waste logs completed: 100% daily
• Systems Implementation & Operational Controls Implement and maintain recipe costing for menu items
• Ensure inventory tracking is updated consistently
• Maintain production planning tools and checklists

Ensure operational data is available for leadership review

• Work with leadership to improve dashboards and reporting tools
• Train staff on required systems and hold them accountable for usage
• Recipe costing coverage: 100% of active menu items Inventory system updates: 100% as scheduled
• 100% daily
• Food Safety, HACCP, Temperature Control & Compliance Enforce HACCP procedures and food safety protocols
• Ensure temperature logs are completed accurately
• Ensure meals are delivered within safe temperature ranges
• Maintain cleanliness and sanitation standards
• Ensure staff follow proper food handling procedures
• Prepare for health inspections, customer audits, and internal reviews
• Correct food safety deficiencies immediately
• HACCP compliance: 100% Temperature logs completed: 100% Temperature compliance: ≥ 98% within safe range
• Achievement of KPI benchmarks

Improvement in profitability, cost control, and waste reduction

• Accurate use of recipe costing, inventory, and reporting systems
• Proper oversight of the Catering Lead Cook and Inventory & Systems Cook Timely communication with leadership and outsourced administrative partners
• Strong customer service and issue resolution

Requirements

• Compliance with HACCP, temperature, sanitation, and food safety standards
• Ability to implement and maintain operational systems

Strong communication and follow-through

• Customer service and service recovery skills LEVEL OF EDUCATION / TRAINING / QUALIFICATIONS Experience managing catering operations or recurring meal delivery programs
• Experience managing DoorDash, direct delivery, or third-party delivery platforms
• Experience with recipe costing, inventory management, menu costing, or food cost controls
• Experience coordinating with outsourced HR, marketing, bookkeeping, or invoicing support
• Experience improving profitability, reducing waste, or implementing operational systems
• Experience working with group homes, institutional customers, corporate clients, or recurring food service contracts
• Experience using Microsoft Office, Google Workspace, POS systems, delivery platforms, inventory tools, or other operational systems
• Ability to work evenings, weekends, holidays, and event-based schedules as needed
• Minimum 4–6 years of experience in catering, restaurant, institutional food service, hospitality operations, or related food service management

Prior experience supervising staff and managing daily operations

• Working knowledge of food safety standards, sanitation, and temperature control
• Bachelor’s degree in Business, Hospitality Management, Food Service Management, Operations Management, or a related field Licensures/Certifications Ability to obtain within 30 days: ServSafe Manager Certification ServSafe Food Handler Certificate Servsafe Alcohol and Drug

Pay

$55,000 – $65,000 annually, commensurate with experience, qualifications, and demonstrated performance INCENTIVE COMPENSATION At the discretion of the Company, incentive compensation may include one or more of the following structures: Base compensation plus performance bonus

Base compensation plus profit participation

Base compensation plus growth-based incentives

• All incentive compensation is subject to Company approval, financial performance, operational performance, compliance, and achievement of measurable benchmarks.
• Labor cost target: ≤ 30% of revenue, unless otherwise approved
• ≤ 30% of revenue, unless otherwise approved
• Variance between expected and actual food cost: ≤ 3% Weekly KPI dashboard/report submitted: 100% on time

Benefits

• PACKAGE This position is eligible for standard W-2 employee benefits, including but not limited to those outlined in the Company’s official benefits package.
• Eligibility and participation are subject to the terms and conditions of the applicable plans.
• Full details are provided in the current benefits package documentation.
• Group home or institutional customer locations

EMPLOYMENT

RELATIONSHIP DISCLOSURE This position is employed by Enterprise Management Solutions LLC, which serves as the Employer of Record and staffing provider.

COMPANY WEBSITE

https://thecharmedtable.com/ COMPANY PHONE NUMBER: (667) 290-6226 HR DEPARTMENT PHONE NUMBER: (667) 309-9920 EXT 10 HR DEPARTMENT EMAIL ADDRESS: [email protected] POSITION TITLE: General Manager - Catering Operations ALTERNATE TITLE(S): Catering Operations Manager, Food & Beverage Operations Manager, COMPANY: The Charmed Table DEPARTMENT: Food Services DIVISION: Operations UNIT: Hospitality & Culinary Operations ACCOUNTABLE TO: Chief Operations Officer ACCOUNTABLE FOR: Ensuring the daily execution of catering, delivery, DoorDash, and meal program operations; overseeing staff scheduling, supervision, appearance, productivity, and accountability; maintaining food quality, presentation, menu consistency, and customer satisfaction; managing cost control, waste reduction, receipt tracking, inventory accuracy, and overall operational profitability; implementing and maintaining operational systems including recipe costing, inventory tracking, production planning, and performance reporting; ensuring compliance with food safety standards including HACCP, temperature control, sanitation, and audit readiness; delivering weekly performance reports to leadership and implementing corrective actions in a timely manner; and collaborating with outsourced administrative functions to support operational accuracy, customer follow-through, billing processes, HR coordination, and marketing execution.

CLASSIFICATION

Non-Exempt W-2, Hourly – Full-Time WORK SCHEDULE: This schedule reflects 8 hours per day, totaling 40 hours per week, Monday through Friday, 8:00 AM–5:00 PM. Scheduling needs may vary based on business demands, and adjustments may be required as reasonably assigned.

ANTICIPATED TRAVEL

15% of the time.

Customer complaints resolved or escalated within

24–48 hours DoorDash, Direct Delivery & Third-Party Platform Operations Ensure DoorDash and direct delivery menus are accurate and consistent with approved offerings

Food waste

≤ 5% Receipt documentation completeness: 100% weekly

Critical health/safety violations

0 Corrective action for safety deficiencies PERFORMANCE EXPECTATIONS The General Manager - Catering Operations will be evaluated based on the ability to execute daily operations while improving measurable performance over time.

Performance expectations include

Reliable execution of catering, delivery, and meal program operations

Ability to implement leadership feedback and corrective actions quickly PHYSICAL DEMANDS This position requires the ability to perform work in a physically active food service environment. Prolonged standing and walking Lifting, carrying, pushing, or pulling up to 40 pounds Bending, reaching, and moving during food production, packaging, delivery preparation, setup, and breakdown Frequent movement between kitchen, storage, delivery staging, and customer/event areas Ability to work in hot, cold, fast-paced, and time-sensitive environments WORKING CONDITIONS Kitchen and food production environments Delivery coordination areas Event sites and customer facilities

Evening, weekend, holiday, and event-based work Time-sensitive operational demands requiring urgent decision-making COMPETENCIES AND SKILLS The successful candidate must demonstrate: Strong day-to-day operational management ability Business awareness and understanding of cost, margin, and profitability Ability to supervise direct reports and hold staff accountable