MAÎTRE D' / GUEST EXPERIENCE MANAGER
Shay Ristorante – Toronto
We are seeking a distinguished Maître d' / Guest Experience Manager to be the face of a new fine dining Italian restaurant arriving in one of Toronto's most coveted neighbourhoods. With an opening date on the horizon, we are building a front-of-house team that sets the tone for what elevated Italian hospitality can look like in this city.
The individual stepping into this role will be entering a well-resourced environment: a thoughtfully designed dining room, an experienced ownership and culinary team, and a clear service vision already in motion. What we are looking for is the right person to bring that vision to life on the floor, night after night.
Conversations around the full scope of the project, compensation structure, and contractual details will take place privately with candidates who advance through the process.
THE CONCEPT: A MODERN EXPRESSION OF ELEVATED ITALIAN DINING
Shay is being built as a true destination where refined Italian cooking, understated elegance, and sincere hospitality converge. Our culinary approach is rooted in seasonal ingredients and Italian tradition, interpreted with a contemporary sensibility for a discerning Toronto audience.
What guests will find at Shay:
An ingredient-driven menu that honours Italian culinary tradition with modern technique and finesse
A dining room designed for intimacy, beauty, and a sense of occasion
A service culture grounded in attentiveness, warmth, and genuine care for every guest
A kitchen built for precision and consistency, supporting a high-craft culinary program
A committed hospitality team focused on building something lasting and exceptional
POSITION OVERVIEW
The Maitre d' / Guest Experience Manager is the anchoring presence in Shay's dining room. You are responsible for the complete guest arc — from the first impression at the door to the final farewell — and for holding the room to the standard the restaurant is built around. This means directing service operations, developing the FOH team, and keeping communication flowing between guests, staff, and the kitchen.
We are looking for someone who leads by presence as much as by direction — composed, perceptive, and deeply committed to the craft of hospitality.
WHAT YOU WILL DO
1. Own the Room
Direct FOH operations across every shift, holding the dining room to the standard of a premier fine dining experience
Be the first and last face guests encounter, greeting personally, anticipating needs, and ensuring every departure feels considered
Own the overall orchestration of the dining room, balancing arrivals, table turns, reservations, walk-ins, and service flow to maximize both guest experience and operational performance
Continuously evaluate seating strategy, table pacing, and dining room capacity, adapting in real time to ensure seamless service, efficient table turns, and the best possible use of the room
Look beyond the door and actively manage the rhythm of the entire dining room so every team member, table, and guest experience stays in sync throughout service
Step in decisively on VIP tables, special occasions, and any moment that calls for personal attention
2. Build and Lead the Team
Run pre-service briefings that set the tone: clear, motivating, and grounded in what the night demands
Develop servers, hosts, and support staff through hands-on coaching, targeted feedback, and structured training
Model the standard you expect in presentation, in guest interaction, and in how you handle pressure
Build a culture where accountability and hospitality are equally valued
3. Keep Operations Tight
Oversee the operational integrity of each service: ambiance, cleanliness, table settings, and floor readiness
Manage end-of-night procedures, cash reconciliation, and shift reporting with accuracy and discipline
Address problems including staffing, POS, pacing, and guest issues swiftly and without drama
Uphold full compliance with AGCO regulations and Ontario health and safety requirements
4. Connect the Dots
Keep communication flowing between the floor team, the kitchen, and ownership in real time
Contribute to management discussions on service quality, team development, and operational improvements
Assist with labour scheduling and cost-conscious coverage planning
Maintain accurate HR and incident documentation for the FOH team
Play an active role in coordinating private events, buyouts, and special programming
WHAT WE'RE LOOKING FOR
Required:
3 to 5 years minimum in a Maitre d',senior floor management role within fine dining or relevant experience.
A genuine and sophisticated understanding of Italian cuisine and its traditions
Impeccable personal presentation and the kind of warmth guests remember
Clear, confident communicator with guests, staff, and the kitchen
Proven composure and decision-making ability during high-volume or high-stakes service
Valid Smart Serve certification and authorization to work in Ontario
An advantage:
Formal wine education (ISG, WSET, CMS, or equivalent)
Background specifically in upscale Italian dining environments
Familiarity with the Toronto fine dining market and its clientele
Proficiency with reservation and POS platforms (Resy, OpenTable, or similar)
Additional languages welcomed; Italian or French particularly valued
The kind of person we are looking for:
Poised, present, and professional, even when things get complicated
Someone who finds satisfaction in the details others miss
Genuinely passionate about hospitality as a discipline, not just a job
A natural collaborator who makes everyone around them better
Trustworthy, consistent, and proud to lead by example
THE ENVIRONMENT
Primarily evenings and weekends, with flexibility for the demands of a restaurant opening
A refined, fast-paced dining room where the standard is high and the team is invested
Direct working relationship with ownership, the culinary team, and the sommelier
BENEFITS
Dental care
Extended health care
Life insurance
Paid time off
Staff dining
TO APPLY
Send your resume along with a short note about your approach to hospitality and guest experience to [email protected]. Shortlisted candidates will be contacted directly. All inquiries are handled with complete confidentiality.
Job Type: Full-time
Work location: In person
Compensation is a combination of gratuities and salary and will be discussed privately during the interview process.
Pay: $70,000.00-$90,000.00 per year
Benefits:
- Dental care
- Flexible schedule
Work Location: In person
