Toronto Cricket Skating and Curling Club
Location
Toronto, ON | Canada
Job description
Purpose
Leads the Food and Beverage teams in providing a high standard of service excellence to members in multiple dining areas; responsible for all a la carte functions within the Club; provides leadership for and supervises staff; maintains relationships with members.
Key Responsibilities
Management of Service Activities
· Manages service activities in the multiple dining areas throughout the Club, e.g., Sports Grill, Family Bistro, Sports Bar, Skating, Curling and Squash Lounges
· Ensures all areas are well-staffed and supervised to provide a smooth running operation
· Ensures meals and beverages are served in a professional and timely manner by circulating the dining areas and communicating with the kitchen and serving staff; including staffing, organization and execution of events
Leadership on Service Standards
· Provides leadership to Food and Beverage Supervisors, Servers, and Bartenders
· Provides visible, hands-on management on the floor and the back of house, promoting a team environment that encourages staff to provide exemplary customer service
· Meets frequently with supervisory and service staff
· Provides ongoing training for staff to ensure consistent, quality service
· Monitors server performance to ensure a consistent level of service is provided
· Further develops, trains, and advises on service standards
· Implements service procedures and processes as required (e.g., answering phones, pouring wine, handling takeout orders)
Supervision
· Provides supervision, problem-solving, decision-making and leadership to staff
· Recruits, trains and develops staff
· Interviews and hires seasonal staff
· Conducts performance reviews for staff
· Disciplines staff when they do not follow policies and procedures
Member Relations
· Proactively and responsively manages relationships with members
· Forges connections with members and utilizes their names
· Addresses members’ concerns and complaints effectively and promptly, resolving issues proactively as they arise, and following up with Director of Food and Beverage as required
Financial Management
· Manages staffing/ labour budgets, ensuring that department operates within established budget guidelines while still providing top quality service to members, committees and guests
Health and Safety
· Works in a manner that protects one’s own health and safety, and the safety of fellow employees and members
· Works in compliance with Occupational Health & Safety acts and regulations, and follows Club health & safety policies and procedures
· Uses personal protective equipment and clothing as directed by the Club
· Reports any workplace hazards and dangers to Supervisor or the Joint Health and Safety Committee
Member Service
· Assists members and guests in a helpful, efficient, friendly and enthusiastic manner when providing services
· Assists to provide an excellent experience for Club members and guests
· Performs other duties as required
Qualifications
Education/Certification: Completion of community college or equivalent, in a Hospitality or Business program OR completion of undergraduate university degree in Hospitality, Business or Marketing, required; Standard First Aid and CPR/AED certification required; Food Handler’s Certification required; Smart Serve certification required.
Experience: At least three years of relevant experience required in a senior managerial role; at least five years of hospitality experience required.
Knowledge: Must have comprehensive knowledge of menus, food preparation styles, wine, beer and alcohol; must have working knowledge of Safety and Sanitations Regulations and Health and Safety Legislation; knowledge of AGCO liquor laws; basic knowledge of accounting procedures and principles required.
Skills: Must have advanced skills in Word and the POS system, and working level skills in Excel, PowerPoint and Northstar; advanced skills in conducting meetings and making presentations required; working level skills in developing/monitoring budgets, financial/statistical analysis, office equipment operation, purchasing, and organizing events required; must have basic skills in office equipment maintenance; must have advanced skills in reading text, interpreting policies and procedures, writing to communicate information/explain/persuade; advising people who are angry or upset, responding to member complaints and collaborating with others (teamwork).
Other Competencies: Must have the ability to provide an advanced level of customer service; must have the ability to meet performance standards during very busy peak periods and maintain professionalism during stressful situations; must have creativity, mathematical ability and physical strength
Job tags
Salary
