Overview
JOB SUMMARY: The Hospitality Manager is responsible for working in conjunction with the General Manager and Assistant General Manager to manage all aspects of the business, including the overall in-house guest experience, reservations, escape rooms, darts, 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 Ottawa
- 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 darts 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 spaces
- 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 Ottawa 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
Pay: From $20.50 per hour
Work Location: In person
