Hospitality Manager Job Description
JOB SUMMARY: The Hospitality Manager is responsible for working in conjunction with the General Manager to manage all aspects of the business, including the overall in-house guest experience, reservations, escape rooms, axe-throwing, bar and lounge service (main focus), responsible alcohol service (as applicable), inventory management, systems management, maintenance and upkeep of facilities, promoting guest reviews and sales initiatives, and managing day-to-day employment matters. This role requires a hands on approach as well as an individual who thrives in fast-paced environments.
KEY RESPONSIBILITIES / MANAGEMENT TASKS:
- Manage all aspects of the operation under the guidance of the General Manager
- Learn the business and understand immersive entertainment trends and tastes
- Develop a strategy to establish Escape Manor as a recognizable brand in Toronto
- Develop and report on financial budgets, forecasts and other operational targets
- Attend local networking events as necessary and develop community relationships
- Lead by example and be a resource to all members of the team
- Create a culture of camaraderie and service excellence
- Create synergy amongst the various departments and cross-train to the extent possible
- Hire, train, and maintain an exceptional team (using HR files)
- Schedule employees and determine optimal staffing levels
- Have oversight on, and create development plans for, leaders and front-line staff
- Establish and execute ongoing performance management programs
- Work with ownership on new menu ideas, staff incentives and monthly targets
- Manage labour costs in accordance with budget
- Keep the venue in pristine shape, including front and back of house areas
- Monitor and manage lounge, escape rooms and axe-throwing areas
- Develop kitchen facilities and operations with chef/kitchen manager
- Check washrooms, storage and food service areas for cleanliness
- Maintain and continuously improve lounge activations and escape rooms
- Be an expert on brand standards, systems (POS, HR) and software and marketing tools
- Ensure venue is fully stocked with all necessary supplies and backups
- Ensure operational systems and delivery standards are being upheld
- Create and manage menus and F&B offerings
- Work with vendor representatives to develop strong account relationships
- Run table checks and engage guests in the lounge and axe-throwing areas
- Implement responsible alcohol service protocol and culture
- Monitor bar and floor cleanliness and flow
- Monitor bar for cocktail standards and proficiency
- Manage all FOH inventories, ordering and deliveries
- Control all in-house cash and manage cash drops
- Seek networking opportunities to grow the brand
- Support local sales and events initiatives
- Directly support corporate marketing functions and manage venue-specific digital channels
- Generate fun and relevant media content for Toronto and other corporate uses
- Increase social media presence to hit all Manor Social Media Benchmarks
- Daily review and response to site-specific guest correspondence (email, voicemail)
- Pre-intro to any larger groups coming in that week
- Follow-up thank you and feedback call to all larger groups
- Assist in leading the guest recovery strategy
- Promote and respond to guest reviews on socials
- Develop and distribute marketing collateral as appropriate
- Other management tasks as assigned or required from time to time
Additional pay: Tips
Pay: From $21.00 per hour
Benefits:
- Company events
- Discounted or free food
- Flexible schedule
- On-site parking
Ability to commute/relocate:
- Toronto, ON: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Hospitality: 3 years (required)
Licence/Certification:
Work Location: In person
