Director of Outlets - The Ritz-Carlton

Why us?

Iconic architecture, a thriving culinary scene, beautifully landscaped public spaces and an array of museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago, a luxury hotel set atop Water Tower Place in the historic Gold Coast, guests will have every chance to explore the city, from shopping along Michigan Avenue to viewing famous works at the Art Institute. Yet with our hotel’s spa, rooftop lounge, locally inspired restaurant, indoor lap pool and spacious accommodations overlooking the city, guests may not want to leave the premises.

The Ladies & Gentlemen in Food & Beverage are dedicated to creating exceptional dining experiences through personalized service, culinary excellence and genuine hospitality. As the Director of Outlets, you will provide strategic leadership and operational oversight for the hotel’s food and beverage outlets, ensuring each experience reflects the exceptional standards of The Ritz-Carlton. You will lead and develop a team of passionate hospitality professionals, oversee daily operations, drive financial performance, and ensure consistent standards of service, quality and presentation across all outlets. By collaborating closely with Culinary, Front Office, Sales, Events and other hotel departments, you will anticipate guest needs, identify opportunities for improvement and create memorable experiences that exceed expectations.

Through your leadership, you will foster a culture of accountability, engagement and continuous improvement while empowering Ladies and Gentlemen to deliver personalized service. You will balance operational excellence with a strong focus on guest satisfaction, associate development and business performance, ensuring each outlet contributes to the overall success of the hotel and creates lasting relationships with our guests.

Recognized as “the gold standard” of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals. As one of our Ladies and Gentlemen, you will reflect the values that make us the world’s finest luxury brand. Here, in a diverse environment where individual aspirations are fulfilled and quality of life is enhanced, you will be inspired to lead, mentor and empower your fellow employees while bringing special moments to life for our guests and each other. Through your vision, leadership and commitment to excellence, you will help elevate the dining experience and uphold the legendary standards that define The Ritz-Carlton.

Job Overview

At The Ritz-Carlton Chicago, the Director of Outlets brings refinement, poise, and quiet competence to every moment of the guest journey. Through this work, the work involves delivering hospitality that reflects The Ritz-Carlton's enduring values. The Director of Outlets plans and manages the Restaurants, Room Service and Lounge in order to achieve customer satisfaction, quality service, compliance with corporate/franchise policies and procedures and federal, state and local regulations while meeting/exceeding financial goals. Position is responsible for the short term planning and managing the operations of the Restaurants, Room Service and Lounge. The Director of Outlets treats every guest as a treasured visitor and every colleague as a partner in delivering an extraordinary experience.

Responsibilities

- Manage the human resources within the division. Direct and oversee recruitment and development of employees; hire, train, empower, coach and counsel, performance and salary reviews, resolve conflict through fair treatment policy, discipline and terminate, as appropriate.

- Develop, recommend, implement and manage the division's annual budget, business/marketing plan, forecasts and objectives to meet/exceed management expectations.

- Implement and manage all company programs (company/franchise) to ensure compliance with the SOPs; to include safety and sanitary regulation, all federal, state and local regulations to ensure optimal levels of quality service and hospitality are provided to the guest.

- Market the Food and Beverage outlets; develop and manage the implementation of menus, package deals, promotions, displays, decorations and presentations within corporate guidelines to capture more in-house guests and a larger share of the local market to meet/exceed sales and financial goals and objectives.

- Manage the maintenance/sanitation of the food and beverage areas and equipment in the hotel to protect the asset, comply with regulations and ensure quality service.

- Resolve customer complaints, as appropriate, to maintain a high level of customer satisfaction and quality.

- Monitor food and liquor requisition and food waste.

- Spot check par levels/inventory.

- Prepare maintenance requests and follow-up.

- Maintain condition of the restaurant(s), room service, bar(s), and lounge(s).

- Ensure bar controls.

- Participate in weekly resume meetings.

- Work closely with and collaborate with property culinary team and property sales team.

- Manager on Duty responsibilities.

- All other duties as assigned, requested or deemed necessary by management.

SUPERVISORY DUTIES

- Five to fifty associates

BEHAVIORAL FOCUS

At Sage Hospitality, how we work matters just as much as what we do. We are guided by a shared purpose to enrich lives, one experience at a time, and a vision to redefine how the world experiences hospitality.

At The Ritz-Carlton Chicago, we embrace:

- Legendary Service - We anticipate every need before it is spoken, delivering care so seamless and sincere that guests feel genuinely known from the moment they arrive.

- Timeless Elegance - We uphold a standard of grace and refinement in every detail, from the way we present ourselves to the way we present a room, honoring a legacy that has defined luxury for generations.

- Chicago at Heart - We are proud ambassadors of this city, weaving the energy, culture, and character of Chicago into every stay so that guests leave feeling they have truly experienced this place.

- Genuine Warmth - Behind every polished interaction is a real human connection; we treat every guest not as a transaction but as a treasured visitor whose comfort and joy matter deeply to us.

- Pursuit of Excellence - We hold ourselves to the highest standard not because we are required to, but because we believe every person who walks through our doors deserves nothing less than our absolute best.

All associates play an essential role in creating welcoming, inclusive environments where kindness, hospitality, and excellence are felt by guests and teams alike. These brandings reflect the unique spirit of The Ritz-Carlton Chicago and align with Sage Hospitality's commitment to genuine, meaningful connection.

Qualifications

Education/Formal Training

- A four-year college degree or interaction education/experience

Qualifications

- Four to five years of employment in a related position with this company or other organization(s)

Knowledge/Skills

- Requires advanced knowledge of the principles and practices within the food and beverage/hospitality profession.

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. May perform other duties as assigned.

Benefits

Independent PTO plan

Medical, dental, & vision insurance

Eligible to participate in the Company’s 401(k) program with employer matching

Flexible spending accounts options

Basic Life and AD&D insurance

Short-term disability options

Employee Assistance Program

Great discounts on Hotels, Restaurants, and much more

$80k - $90k/Annually