Job Location:

Novotel Toronto Centre
45 The Esplanade
Toronto, ON

Introduction:

We are currently recruiting for a Operations Manager – Food and Beverage. The successful candidate will be driven and dedicated, possessing the skills necessary and will possess the ability to interact professionally with guests and team members, a “can do » attitude, and the desire to learn and advance within the company.

Job Description and Responsibilities:

  • Builds and contributes to a service culture that is characterized by empowered guest service specialists, providing engaging service and creating memorable experiences.
  • Maintains a strong team environment, placing emphasis on colleague satisfaction and development.
  • Contributes to an environment of continuous improvement by proactively identifying areas of improvement and collaborating on solutions.
  • Leads colleagues in a consultative style by providing encouragement, empowerment, support and coaching.
  • Ensures effective departmental communication, as well as liaising between various departments to establish proactive processes ensuring guest satisfaction.
  • Provides ongoing coaching and feedback to colleagues on guest service recovery and empowerment.
  • Understands colleague job roles, responsibilities and performance expectations in order to effectively support and manage on the floor.
  • Demonstrates team spirit and leads by example by supporting others, offering suggestions and taking initiative and ownership of actions.
  • Supports colleagues by demonstrating consistent and timely presence in all areas of the hotel operation during peak operational times.
  • Sets the highest standards in regards to grooming and overall professionalism.
  • Resolves all guests-related requests and /or concerns, in a professional and courteous manner.
  • Conducts pre-shift briefings.
  • Effectively develops departmental schedule, while optimizing staffing levels based on business volumes and demands.
  • Accurately processes semi-monthly payroll, and related time & attendance.
  • Participates in training of colleagues; both new hire training, and ongoing role specific training.
  • Ensures compliance with hotel and department specific policies and procedures, including health & safety, service standards, property specific systems and the collective agreement.
  • Attends and contributes to all Department Head and cross-functional departmental meetings.

Specific Responsibilities:

  • This position will focus on the food & beverage operation, but have the opportunity to rotate through the rooms department after 8-12 months, providing for the opportunity to develop in all aspects of the Hotel operations at the completion of a full cycle.
  • While on duty, this position will be responsible for overseeing all operational departments, checking in with various colleagues, and maintaining overall Hotel operation. They will respond to all guest concerns, and hotel emergency or safety situations.
  • Specific duties in various divisions may include (but not be limited to):

Food & Beverage

  • Ensure consistent delivery of brand and market specific service standards.
  • Focus on building and engaging colleagues and guest culture through support and leading the Accor Heartist program.
  • Monitor guest feedback in real time and implements colleague programs to heighten the dining experience.
  • Manages the Social Media presence of our food & beverage offering in conjunction with the Executive Chef.
  • Upholds and ensures adherence to the concept of the restaurant and lounge.
  • Performs inventory, checks stock levels, orders supplies.

Front Office:

  • Focus on building and engaging colleagues and guest culture through support and leading the Accor Heartist program.
  • Reviews daily arrivals to ensure proper handling of loyalty program members, other VIP and special requests.
  • Ensures adherence with company cash handling procedures and PCI compliance.
  • Coordinates with Reservations department to ensure adequate coverage of phone lines and reservation inquiries.

Operations:

  • Supports colleagues by demonstrating consistent and timely presence in all areas of the hotel operation during peak operational times.
  • Focus on building and engaging colleagues and guest culture through support and leading the Accor Heartist program.
  • Conducts guest room inspections for quality assurance.
  • Ensures all public areas are inspected and clean (including exterior and interior of Hotel).
  • Verifies that accurate room status information is maintained & properly communicated.
  • Ensures effective communication with groups in house as key operational point of contact.

Ad hoc responsibilities and / or projects in the role will include:

  • Overseeing and responding to guest comments, analysing patterns in guest feedback, and developing initiatives for improved customer service.
  • Participating, planning and executing Corporate Social Responsibility initiatives as assigned.
  • Setting an example for all colleagues by leading and supporting the execution of the Hotel’s workplace culture initiatives.
  • Involved in key committees and programs to influence and drive the overall performance of the hotel.

In addition to the core job requirements, skill set and work-related experience; the ideal candidate will illustrate the ability and drive to:

  • Drive the corporate culture, personifying it in daily interactions with both guests and team members;
  • Be an engaging leader who is highly inclusive, inspiring and able to relate to all levels;
  • Create a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute.

Education & Experience:

  • High school diploma or GED; 4 years’ experience in restaurant, catering, or related professional area,
  • OR
  • 2+ year degree from an accredited university / college in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in restaurant, catering, or related professional area.
  • Strong computer skills including; Microsoft Word, Excel, PowerPoint and Outlook
  • Social media savvy
  • Must be legally permitted to work in Canada
  • Able to work various hours including holidays and weekends

About Silver Hotel Group

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.

At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.

As we continue to grow, our mantra “You Matter” resonates with our 700+ team members in how we do business, which will continue to enhance engagement and retention.

Today, we look for new leaders who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional!

Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristics protected by law.

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