Food and Beverage Manager
Toronto Cricket Skating and Curling Club
The Toronto Cricket Skating and Curling Club is one of Canada’s premier private sport and social clubs, with a heritage that expands 194 years. A family friendly club, which is located conveniently off the 401 in Toronto, is a unique community of members who enjoy the social benefits of club life as much as they enjoy staying active thanks to the Club’s top-tier athletic facilities.
A key to the Club’s commitment to be the private, athletic and social club of choice in Toronto is the team of employees who share the club’s values of sportsmanship and camaraderie, heritage and respect, excellence and innovation, and wellness and fun. A significant portion of the Club’s membership resides within the neighboring community, enriching its vibrant culture and ensuring extensive utilization. The Club fosters a culture centered around exceptional service and care, permeating all aspects of its operations.
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.
ADDITIONAL ELEMENTS
- Supervision: Supervises approximately 50 service hourly staff (servers, food runners, bartenders) and 3-4 Supervisors. Supervisory responsibilities include hiring, budgeting, scheduling, measuring performance, leadership, training, disciplining, directing and developing.
- Judgment and Decision-making: May decide to offer compensation to members for meals occasionally in order to problem solve and enhance member satisfaction; Decides on appropriate staff levels, scheduling staff so that the department is neither over-staffed nor under-staffed; Disciplines staff who are not complying with rules and regulations and thereby supports the entire team; Hires new staff every summer and sometimes throughout the year.
- Impact on Club Profitability: Proper billing of guest checks has an impact on accounts; Keeping waste to a minimum while monitoring server errors helps to control costs; Solving member problems as soon as possible and giving them what they need and expect enhances their satisfaction; Compiles correct information on covers and daily revenue; Ensuring staff rotate stock and keeping inventory at an acceptable cost-effective level helps to control theft of inventory; Notifies maintenance staff of any needed repairs as soon as possible and follows up to make sure repairs are correctly done; Purchases/orders necessary items for operation; Encourages and rewards upselling to generate revenue; providing great food and service keeps the members coming back.
- Contacts: Internal-Staff and managers in other departments, to provide information, to negotiate and to take direction. Members, to provide information and service. External- maintenance and repair staff: to provide information, to negotiate and to take direction.
- Working Conditions: Stress– Is frequently required to meet tight and/or competing deadlines; Work frequently involves periods of intense visual concentration; Must frequently deal directly with upset or impatient people; Must occasionally share information that may result in stress for the recipient; Must occasionally respond to crisis or emergency situations. Physical Effort- Must occasionally sit or stand for prolonged periods of time; Is occasionally required to lift or move heavy objects (under 50 pounds). Working Environment– Work environment frequently involves interruptions; Work environment occasionally involves proximity to loud noise; Must occasionally work in an environment with little privacy. Work Hazards- Work environment occasionally involves risk of injury. Hours of Work- Is frequently required to perform work outside of normal schedule.
- Materials and Equipment Used: Kitchen, dining room and bar equipment; office equipment.
- Health and Safety: Every worker must protect his/her own health & safety by working in compliance with the OHSA Act and with safe work practices and procedures as established by the Club including:
- Wearing personal protective equipment and devices as required; if broken or ineffective, must utilize an adequate temporary protective device or have device replaced immediately
- Reporting accidents, injuries, hazards, defective equipment and OHSA violations to manager right away. Incidents, which are not reported within 24 hours of occurrence, could result in performance management
- Completing WSIB Form 6, and returning a copy to Human Resources. If medical attention required or lost time occurs, must have ongoing contact with Department Manager and Human Resources to identify suitable work and actively participate in the return to work programs
- Must refrain from working in a manner that may endanger him/herself or other workers. Must not engage in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct. Must not use or operate any equipment, machine or device on which he/she has not been trained to safely use
REPORTING STRUCTURE
The position reports to the Food and Beverage Director.
COMPENSATION
Toronto Cricket will offer a very attractive compensation package, commensurate with experience, which will include a competitive base salary, bonus opportunity and benefits.
APPLICATION PROCESS AND DEADLINE
IMPORTANT: Interested candidates should complete an application, including a resume along with a detailed cover letter which addresses the qualifications and describes your alignment/experience with the prescribed position by March 31, 2024.
The documents must be saved as a PDF (save as “Last Name, First Name, Toronto Cricket).
For any inquiries about this position please reach out to:
Lead Search Consultant:
Jeff Germond
Director
GGA Partners™
jeff.germond@ggapartners.com
To learn more about the Club, visit https://torontocricketclub.com/
