Retail Hospitality Lead - Guest Experience & Ops

Compass-Group; Toronto; On-site; CAD 58,000 - 65,000; Full time

Job summary

Compass-Group is seeking an experienced Hospitality Manager - Retail to lead day-to-day operations of retail food and beverage services in Toronto, delivering exceptional guest experiences and operational excellence.

You will build client relationships, champion the Inspire Guest Experience program, and recruit, train, coach, and develop a high-performing team while managing budgets, inventory, and service standards in a fast-paced environment.

Qualifications

• Post-secondary education in Hospitality Management, Business Administration, Food Service Management, or a related field preferred.
• 3-5+ years of leadership experience in hospitality, retail food service, workplace hospitality, or a related environment.
• Proven experience managing retail operations, client relationships, and service excellence initiatives.
• Strong leadership skills with experience recruiting, coaching, developing, and retaining high-performing teams.
• Demonstrated financial acumen with experience managing budgets, forecasting, labor costs, inventory, and profitability.
• Knowledge of food safety, health and safety, quality assurance, and operational compliance requirements.
• Strong communication, relationship-building, and problem-solving skills.
• Ability to manage multiple priorities and deliver results in a fast-paced, customer-focused environment.
• Proficiency with Microsoft Office Suite, POS systems, and operational reporting tools.
• Experience with merchandising, retail promotions, inventory management, and hospitality-driven service models is considered an asset.
• Passion for hospitality, innovation, guest experience, and creating engaging workplace environments.

Responsibilities

• Lead the day-to-day operations of retail food and beverage services, ensuring exceptional guest experiences and operational excellence.
• Build and maintain strong client relationships while serving as the primary point of contact for service delivery and operational performance.
• Champion the Inspire Guest Experience program by delivering elevated hospitality experiences and proactively resolving service concerns.
• Recruit, train, coach, and develop associates while fostering a positive, inclusive, and high-performing team culture.
• Lead performance management, onboarding, employee engagement, succession planning, and talent development initiatives.
• Oversee retail merchandising, menu execution, food quality, inventory management, and service standards.
• Manage financial performance, including budgeting, forecasting, labor management, cost controls, and revenue growth initiatives.
• Monitor operational KPIs, client expectations, and service level agreements to drive continuous improvement and contract compliance.
• Ensure compliance with health, safety, food safety, quality assurance, and company policies and procedures.
• Collaborate with culinary, marketing, facilities, and support teams to deliver innovative retail programs and guest experiences.
• Manage vendor relationships, procurement activities, and operational resources to support efficient business operations.
• Identify opportunities for innovation, increased participation, operational efficiencies, and business growth.
• Champion the Inspire culture through People, Purpose, Performance, and Passion while creating exceptional experiences for clients, guests, and associates.

Skills

Leadership

Client relationships

Communication

Problem-solving

Multi-priority management

Education

Hospitality/Business degree

Tools

Microsoft Office Suite

POS systems

Operational reporting tools

Job description

Compass-Group is seeking an experienced Hospitality Manager - Retail to lead day-to-day operations of retail food and beverage services in Toronto, delivering exceptional guest experiences and operational excellence.

You will build client relationships, champion the Inspire Guest Experience program, and recruit, train, coach, and develop a high-performing team while managing budgets, inventory, and service standards in a fast-paced environment.