Guest Experience Manager #8994

Employment Help Centre; Hamilton; On-site; CAD 50,000 - 65,000; Full time

Job summary

East Side Mario's in Hamilton and Stoney Creek is seeking a full-time leader to supervise daily operations, coach staff, and enhance the guest experience. This role focuses on delivering brand standards, managing shifts, and contributing to profitability while ensuring food safety and staff development.

The position offers opportunities for growth and requires dedication to team leadership and guest satisfaction in a fast-paced setting.

Responsibilities

• Lead day-to-day restaurant operations and shifts to Brand standard
• Drive guest experience and handle guest reviews and satisfaction
• Coach and develop teammates through coaching sessions and reviews
• Manage budgeting, profitability, and labor to meet targets
• Ensure compliance with health, food safety, and employment standards
• Support local marketing initiatives to grow business

Job description

Job Developer: Joan Popowich

• Full Time
• Stoney Creek and Hamilton
• Posted on July 28
• Wage: Depends on skills and experience
• Job ID: 8994

East Side Mario's

At East Side Mario's we're serious about three things, famiglia, fun and food. Joining our team means you're joining a famiglia that is passionate, friendly and provides our guests with the best experience when they walk through the doors. So if you love pasta, family, fun and want to serve guests all the Italian-American faves, this is the place for you!

LIVE AND FOSTER

• Responsible for timely progress through your training plan, and continual self-development such as a minimum of one RU Leading course every fiscal quarter
• Assist in the day-to-day leadership and management of the restaurant as directed by the General Manager (GM)
• Accountable for financials and KPI's in partnership with the management team
• Effectively manage dining room and off premise operations - lead all shifts to Brand standard
• Support the GM in all aspects of operations, creating a perfect guest experience every time, while focusing on ongoing teammate development

GUEST EXPERIENCE

• Run Mario's Mile and hold yourself accountable to ensure it is successfully executed every shift
• Ensure the FOH team solicits guest reviews
• Evaluate Guest Reviews for all channel Feedback/Surveys on a weekly basis.
• Ensure effective complaint resolution and guest satisfaction is achieved.
• Create and implement action plans for guest satisfaction improvement.
• Accountable for the implementation , documentation and successful completion of all daily FOH tasks, side duties and checklists
• Ensure the FOH team follows all Steps of Service

TEAMMATE EXPERIENCE

• Build and engage the Team by adhering to ESM Onboarding and Training standards, setting clear expectations for performance and Teammate development
• Regularly coach in the moment while running Mario's Mile
• Conduct One-to-One coaching sessions and documented performance reviews (at minimum annually) with all members of the team as assigned to you by your manager.
• Proactively identify barriers getting in the way of teammates being able to perform their jobs effectively by asking questions and seeking feedback.
• Ensure the adoption of #AmoreLife through the handing out of culture badges and by recognizing desired behaviours in public
• Review poor performing Teammates, in a timely and responsible manner with performance improvement plans.
• Ensure all legislation regarding employment standards, human rights, health & safety and food safety is understood and adhered to by you and the Teammates.
• Ensure the Team (including yourself) is logging in and completing RU Game every shift
• Ensure you and all Teammates are adhering to the uniform, grooming and hygiene standards

AVERAGE GUEST CHECK & PROFITABILITY

• Drive restaurant profitability through effective focus on the Average Guest Check and the All-You-Can-Sell program.
• Conduct alley rallies every shift to align Teammates on AGC targets and to celebrate individual and team accomplishments.
• Build your schedules according to forecast and demand to ensure the restaurant is fully staffed with the correct number of Teammates to effectively deliver the Perfect Guest Experience.
• Ensure recipe compliance, consistency of quality, portion control and presentation for the ESM beverage program
• Perform weekly reviews of restaurant labour and beverage inventory. Build plans to address variances and cost control requirements.
• Ensure the restaurant achieves maximum levels of efficiency and profitability by operating within an assigned budget without compromising Guest and Teammate Experience.
• Assist in the execution of operating plans to build business i.e. local restaurant marketing, sales driver initiatives

STANDARDS & CONTROLS

• Ensure that Operating Practices, Procedures and Policies are consistently