General Responsibilities:
Oversee kitchen and floor operations, managing the operational team and ensuring optimal customer service.
Set up the shift for success, including planning break schedules, assigning service areas, and developing a game plan for the day.
Conduct a pre-shift briefing with staff to ensure clear communication of expectations and daily goals.
Assign service areas to host/hostess staff and monitor their performance throughout the shift.
Ensure general help are present and providing consistent, high-quality customer service always in the lounge.
Enforce bussing and clearing standards, including the 3-5 minute rule for floor operations.
Ensure the lounge provides a 5-star experience for all guests.
Oversee food and beverage preparation to ensure it meets established standards and is completed in a timely manner.
Ensure that all points of service (e.g., food, beverage, magazines, business center) are organized, clean, stocked, and replenished in line with Air Canada and merchandising standards.
Maintain compliance with Food Safety, Health & Safety, and Air Canada standards across the lounge.
Specific Responsibilities:
Adhere to RA Hospitality Excellence standards, always demonstrating engagement and professionalism.
Ensure staff uniform and grooming standards are maintained.
Promote efficient, courteous, and positive service always.
Ensure that hosts/hostesses are knowledgeable about the items they are serving, including food ingredients, allergens, and food intolerances.
Oversee food and beverage preparation to ensure it is done according to standard/recipe and within the required time frame.
Complete and submit daily manager reports
Participate as an active member of the Joint Health and Safety Committee (JHSC).
Report service failures and delays
Address customer concerns and document as needed
Respond promptly and professionally to customer questions and requests.
Promote a ‘clean-as-you-go’ work ethic and always maintain a tidy work environment.
Report any issues related to Health & Safety (H&S) and Quality Assurance (QA) to the Unit Manager.
Ensure compliance with H&S standards, including proper use of personal protective equipment (PPE) and safe work practices.
Conduct weekly and monthly training talks for staff regarding QA, JSAs, and H&S, ensuring that all staff members sign off on the training.
Report and document any staff issues or incidents as needed
Planning and implementing break schedules
Dishwashing to support operations as needed
In the event of sick calls, lateness you are required to help coordinate replacements wither from call ins or assist with transferring staff from other lounges and assist in the areas that need more attention irrespective to your classification
All Associates are responsible for a reliable commute for their assigned shift hours.
Duty as assigned by managers/supervisors based on operational needs
