Manager, Quick Service Restaurants ➔ Etobicoke, Ontario | Full time

Woodbine Entertainment Group; Ontario; On-site; CAD 50,000 - 90,000; Full time

Job summary

An established industry player in the entertainment sector is seeking a dynamic Service Manager to lead the Hospitality Department. This exciting role involves overseeing daily operations, coaching team members, and ensuring exceptional guest experiences. You will develop innovative programs and operational processes to enhance profitability while fostering a diverse and inclusive environment. If you have a passion for hospitality and a commitment to excellence, this position offers a unique opportunity to contribute to a vibrant team dedicated to delivering top-notch service in a thrilling atmosphere.

Qualifications

• 3-4 years experience in managing a multi-unit F&B operation.
• Certified in WHMIS, Food Handler & Smart Serve.

Responsibilities

• Oversee daily operations and manage staffing schedules.
• Train and support Supervisors to ensure operational excellence.
• Handle guest complaints and empower team members for positive experiences.

Skills

Management Skills

Conflict Resolution

Coaching and Training

Operational Excellence

Customer Service

Education

Course in Hotel / Restaurant Administration / Management

Tools

Inventory Control Systems

Time and Attendance System

Job description

With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.

This position is responsible for executing the department’s daily, weekly and monthly operating plan and provides coaching and support to Supervisors and front-line team members. As a Service leader in the Woodbine Hospitality Department, the Manager leads and assists in overseeing the business and provides support to Supervisors and team members to operate in a manner consistent with established departmental policies and procedures. The Manager will develop and implement innovative programs, operational processes and procedures that reduce short- and long-term operating costs and increase sales and profitability. Key responsibilities include ensuring day-to-day operational excellence and supporting the team members to ensure we are delivering winning experiences to our guests and leading in a manner that’s consistent with the company’s values and beliefs.

RESPONSIBILITIES:

1. Collect and organize daily administrative duties that all daily responsibilities are carried out by Supervisors & Team Captains.
2. Organize and manage the overall staffing schedule templates.
3. Create weekly schedules within the approved labour budget.
4. Review and approve weekly payroll through the time and attendance system.
5. Address and investigate any employee issues such as performance management, attendance management, grievances, disciplinary outcomes, etc. of all team members.
6. Train, coach and assist Supervisors in all aspects of the operation to ensure that peak periods (i.e. meal period) run flawlessly.
7. Monitor the planning, organizing of efficient preparation, production of food and beverage and the merchandising plans for Hospitality outlets.
8. Ensure that all food and beverage products are executed 100% to the standards of performance - recipe builds and merchandising planograms.
9. Support the Supervisors on delivering high energy / detailed pre-shift & post-shift meetings.
10. Communicate and train Supervisors on the departments’ SOPs, standards and policies and procedures and ensure that all Supervisors fully understand all SOP standards and pass on the information and coach team members accordingly.
11. Be the 2nd level in the escalation process for handling guest complaints and make necessary adjustments to create winning experiences for both the guest and the team member. Empower all team members and supervisors to make guest-based decisions to ensure all guests have a positive and enjoyable experience.
12. Monitor proper ordering and receiving of goods to Hospitality Outlets from the Warehouse/Kitchen department.
13. Lead by example to exhibit, encourage and motivate WEG’s Values and Beliefs.

QUALIFICATIONS:

1. Recognized course in Hotel / Restaurant Administration / Management.
2. 3-4 years practical experience in managing a multi-unit F & B operation.
3. Certified in WHMIS, Food Handler & Smart Serve.
4. Experience managing people required.
5. Advanced knowledge of QSR and F&B operations.
6. Advanced knowledge of collective agreements and leading in a unionized environment.
7. Advanced knowledge in safe food handling practices.
8. Advanced knowledge in safe alcoholic beverage practices.
9. Competent knowledge in inventory control systems.
10. Competent in resolving conflicts, coaching and training.
11. General knowledge in financial reports and operational impacts to results.
12. Advanced knowledge in food preparation techniques, production requirements and merchandising.

Diversity, Equity, Inclusion and Belonging

Be Yourself.

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.