Supervisor Hospitality

Woodbine Entertainment Group; Hamilton; On-site; CAD 45,000 - 60,000; Full time

Job summary

Woodbine Entertainment Group is seeking a Hospitality Supervisor to oversee operations in their diverse hospitality outlets. This role entails leading teams, ensuring top-notch service standards, and optimizing guest experiences. Ideal candidates will have significant supervisory experience in a food and beverage environment and relevant certifications, ready to contribute to a premier entertainment organization.

Qualifications

• Minimum two years of supervisory experience in a food and beverage environment.
• Knowledge of food and beverage management operations.
• Experience in a unionized environment is a strong asset.

Responsibilities

• Supervise day-to-day Hospitality operations including compliance and service standards.
• Train and supervise Front Line Staff in operational procedures.
• Monitor customer service satisfaction levels and manage guest complaints effectively.

Skills

Conflict resolution

Scheduling

Communication

Cost control

Organizational skills

Education

Certificate/Diploma/Degree in Hospitality/Business Management

Smart Serve certification

Food Safety Handling certification

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.

JOB SUMMARY

Reporting to the Manager, Hospitality Outlets, this position is responsible for the Supervision and administration of the Hospitality outlet(s) they are accountable for. The scope of responsibility will vary based on the outlet(s) and the Supervisor will support the Manager to lead the growth of the operation and consistently elevate the overall guest experience. Key responsibilities include contributing to operational efficiency, team productivity, inventory control, and consistency of service standards of the outlet(s) which they are responsible for including cross departmental supervision, as well as to provide leadership and guidance to the Hospitality front line staff and answer questions within their scope and help out when needed.

KEY RESPONSIBILITIES

Supervise day to day Hospitality operations at the designated outlet(s); including Gaming Floor Service, Dining Rooms, Bars and Quick Service Restaurants ensuring compliance with all legislative, health and safety and licensing requirements

Ensure the monitoring of service satisfaction levels and efficient handling of guest complaints or actionable feedback providing prompt and effective corrective solutions

Assist the Manager in leading, cost planning and managing building and or operational projects, repair and renovation activity relating to Hospitality area assigned to

Supervise the implementation of all special event activities; VIP functions at the VIP lounge

Maintain existing operational policies and procedures for the hospitality outlet(s) with the oversight of the Manager to ensure compliance with all respective company policies, procedures and collective agreements related to assigned outlet(s)

Assist in investigations, assess and resolve problems related to product, supplies and equipment

Develop and maintain relationships with other departments to effectively coordinate business outcomes and delivery of excellent customer experience

Train, assist and supervise all Front Line Staff in all aspects of the operations including daily administrative and procedural responsibilities.

Communicate departmental vision and goals and coordinate activities to ensure business objectives are met by Front Line Staff and Back of House

Ensure quality and efficiency of team and individual performance through consistent coaching/feedback and assist and conduct performance management where applicable

Ensure compliance with purchasing and receiving policies and procedures

Supervise efficient ordering and receipt of inventory ensuring accurate par-stock levels, rotation and control for assigned outlet(s), as well as coordinate and execute period end reporting

Conduct meetings with Front Line Staff and Back of House as required, conduct appropriate investigations as per collective agreement and exhibit professionalism when communicating with the Unions

Monitor and support Front line staff in monitoring customer alcohol consumption and conduct assessments as required.

Conduct daily pre-shift meetings and manage staff break schedules

JOB SPECIFICATIONS

Knowledge

A passion for great food, beverages and exceptional service

Advanced knowledge in conflict resolution

Advanced Knowledge of Scheduling

Advanced knowledge of electronic POS systems and sales tactics

Advanced knowledge of Safe Food Handling and Sanitation

Advanced knowledge of Liquor Control Act, Smart Serve and Cut Off policies and procedures

General knowledge of food and beverage management operations

General knowledge of Occupational Health and Safety Regulations

Basic Knowledge of Payroll practices

Basic knowledge of Ontario Horseracing and Pari-Mutuel betting an asset

Strong understanding of cost control implementation and tracking

Knowledge of Hospitality Operations

Skills

Able to build and maintain effective relationships with team members and guests through a positive winning attitude – “Listen and Connect”

Able to anticipate guests needs – “ WOW Every guest

Ability to know where to look or research where to find the right answer “Be Bold”

Ability to communicate effectively in person on the phone and by e-mail “Listen and Connect”

Ability to interpret a contract and adhere and enforce it - “Be Bold”

Ability to generate and analyze financial statements

Ability to assist in preparing budgets, proposals and profit analysis documents

Ability to multitask and work under multiple deadlines and handle emergency situations in a timely manner

Strong computer skills required, including MS Word, Excel, and PowerPoint

Strong communication and interpersonal skills, both written and verbal required for effective interaction and relationship development with both internal and external parties

Ability to work independently in order to identify and manage own work goals by being “ALL IN”

Demonstrated ability to lead teams and effectively delegate, coach and motivate team members to better performance

Strong organizational skills with an ability to balance multiple projects in a fast paced operational environment

Education and Experience

Certificate/Diploma/Degree from recognized College/University in courses related to Hospitality/Business Management, Hotel/ Restaurant Management or a combination of related education and experience

Smart Serve and Food Safety Handling certification required

Minimum two (2) years supervisory experience related to corporate food & beverage structure and reporting in a restaurant dining room, lounge, bar or banquet hall environment

May be required to obtain and maintain an A.G.C.O. License based on assigned outlet(s)

Experience working in unionized environment is a strong asset

Working Conditions

Flexibility required as business is conducted during the evenings/overnight and /weekends

Some physical requirements up to lifting 50lbs

Occasional bending, carrying, climbing, lifting, pulling, pushing and reaching/ crouching

Regular interruptions, multiple demands and time pressure

Ability to travel to multi-location WEG properties as required

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.

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.

Welcome

At the core of everything we do is the beauty of the race horse, but it takes thousands of people from diverse backgrounds to do it as well as we do.

Our team is expanding, and we want to hire the most talented people we can.Our team members work in fields such as wagering, hospitality, marketing, property services, finance, broadcasting, IT and much more. Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!

Thanks for your interest in working with Woodbine Entertainment!

About Us

With almost 150 years of proud horseracing history, Woodbine Entertainmentis 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.