Hospitality Operations Manager (Contract) - Orlando, FL at The Wilkinson Firm in Orlando, Florida, United States

Job description

• A note from the founder
• Most staffing agencies do not have operations. They have a phone tree.
• A client books a 400-person plated dinner. The crew shows up. There is no run-of-show. No BEO walk-through. No coordination with the venue captain. No pre-shift briefing. No post-event reconciliation. The agency calls that "operations."
• You have run real banquet floors. You know what operations actually looks like. Run-of-show built backward from the kitchen. Pre-shift on a clipboard. Radios charged. Backup crews on call. Diagram in your back pocket. Post-event debrief the same night.
• We started The Wilkinson Firm Premium Hospitality + Event Staffing because the staffing side of this industry forgot operations was the job.
• This seat is for the operators who never forgot. Who can scale that discipline across crews, markets, and event nights.
• What we are building
• A staffing model that runs like a banquet floor.
• Every event with a run-of-show, BEO walk-through, and crew briefing before service
• Captain-led floor leadership built into the model
• Backup crew protocols on every booking above 200 covers
• Post-event reconciliation: hours, performance notes, no-shows, recovery moments
• Crew dispatch and logistics that hold across multiple markets
• The operators we serve - hotels, venues, caterers, convention centers, wedding planners - book us because the discipline shows up before the staff does.
• Where we are right now
• We are 14 months in.
• PHES active in the field
• Captain-led model proven on early engagements
• Building the ops infrastructure that scales it
• You would help build the ops engine that turns a staffing firm into an operating partner.
• The relationship we want with you
• This is not a job. It is a working partnership.
• You stay in your current role. Banquet manager, F&B director, catering ops director, convention center ops, large venue operations, retired GM with floor depth. You join us non-exclusively.
• You build the ops playbook. You hold the standard across markets. You become the voice operators trust when they call PHES with a high-stakes booking.

Responsibilities

• Build the ops playbook: run-of-show templates, BEO walk-through standard, pre-shift briefing standard, post-event reconciliation standard
• Dispatch and logistics across multiple markets for crews, captains, backup staff
• High-stakes event operations: 500+ cover plated dinners, multi-day conferences, hotel pre-opening F&B, large weddings
• Crew performance management: floor observations, captain coaching, recovery protocols
• Operator-side coordination: BEO review with client, venue captain handoff, vendor sequencing
• Post-event reconciliation: hours, performance, incident reports, learnings into the next booking
• Co-author content under your name on hospitality ops at scale

Requirements

• Who we want
• You have 10+ years in hospitality operations with significant floor leadership.
• Hotel banquet manager, F&B director, catering operations director, convention center operations
• Branded hotel or independent property at scale (Forbes / AAA Diamond / luxury independent)
• BEO fluency. You read one and see the whole night in your head.
• Run-of-show fluency. You build them backward from fire times.
• Crew dispatch and logistics across multiple events / venues in the same week
• Bilingual English / Spanish a strong plus
• You believe the difference between a $50K event and a $500K event is operations, not staffing volume. You have lived inside that difference.

Skills

Required

• BEO fluency
• Run-of-show fluency
• Crew dispatch and logistics
• Floor leadership
• Operations management
• Event operations
• Post-event reconciliation

Preferred

• Bilingual English / Spanish