Service Leader

2 weeks ago

Toronto, Ontario, Canada Shangri-La Hotel Full time

Shangri-La Toronto

Through consistent application of Shangri-La's Core Practices and effective hands-on management, leadership and direction, ensure the highest quality standards of the outlets and banquets operations; maximizing the balance between Colleague, Guest and Owner satisfaction. With high integrity, ensures a 5 diamond/5 star experience to guests and leads Colleagues in providing Shangri-La hospitality from a caring family.

  • Interact with guests to review and evaluate degree of satisfaction; recommend and implement new initiatives when necessary to keep up with demand and market changes; investigate and resolve beverage or food quality and service complaints, ultimately maximize profits through outstanding customer service in the outlets and with accurate planning and execution in banquets.
  • Through personal presence, style and personality, inspire a high level of warmth and professionalism amongst the service team, modeling a genuine personal commitment to service excellence and an emotional sense of gracious hospitality.
  • Assist with managing Colleagues and effectively coach, train, motivate, communicate, recognize, schedule, provide performance feedback, maintain high levels of team spirit and conduct performance correction if required.
  • Assist in leading the day-to-day operation through hands-on personal involvement, provide input and implement strategies to effectively manage productivity, labor, beverage and food costs to maximize GOP in outlets and in banquets.
  • Assist in monthly forecast, weekly schedules, payroll and other administrative tasks, attend meetings when required.
  • Together with the Food and Beverage team, evaluate profitability, develop and implement cost saving and profit enhancement measures.
  • Maintain expert knowledge of wines and other beverages and up-to-date knowledge of local restaurants, lounges, food trends and industry practices.
  • Evaluate standards of cleanliness, maintenance and presentation plus safety of the outlets and banquet floor through inspections and ensures areas of deficiency are resolved to achieve service expectations.
  • Direct communication efforts within the division, ensuring effective communication amongst Colleagues, suppliers, attendance at meetings and ensure that reports are completed accurately and on-time.
  • Assist with banquet events.
  • undertake other ad hoc related responsibilities, as required.

The following is considered mandatory for this position:

  • Functional knowledge - Passion for food and strives to exceed expectations for service excellence with demonstrated understanding of international fine dining, wine, beverage and service standards commensurate of the leading hotels in the world.
  • Customer Service Excellence - Exceptional service style, genuinely warm presence, friendly, sincere nature, drive for service excellence, internally proud, outwardly gracious and humble.
  • Internal Service - appreciation that 'internal customers' (i.e. Cooks) are considered strategic partners.
  • Communication - Excellent communication and social skills, 100% fluency in English with impeccable standards of hygiene and grooming.
  • Safety Focus - Demonstrates safe work practices and looks for ways to minimize workplace injuries
  • Decision making- Able to prioritize, making prompt and reasonable decisions.
  • Problem solving -Adept at juggling multiple needs, calmly, respectfully, creatively and successfully resolve problems, as required.
  • Coaches and mentors - Fosters a climate of continuous learning, growth and improvement, with a strong commitment to the career development of others.
  • Ethical conduct and responsibility - Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.
  • Emotional maturity - Interacts with others in a respectful manner, with demonstrated qualities of sincerity, helpfulness, courtesy and humility with demonstrated ability to maintain professional composure under pressure.
  • Technology proficiency- Operates and maintains all departmental equipment, fully competent with POS and current Windows based programs (Word, Excel, MS Outlook).

Shangri-La Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request

  • Minimum 3 years previous work experience in a similar capacity in an international world-class luxury setting, preferred.
  • Previous high quality restaurant or hotel experience essential or comparable experience with key competitor.
  • Degree or diploma in Food and Beverage/Hospitality Management (complete or in progress).
  • Bar, Lounge, and/or Restaurant experience preferred.
  • Banquets, events and wedding execution experience are considered an asset.
  • Required to be flexible with shifts (may work early mornings, nights, weekends, and/or holidays).
  • Current Smart Serve certification.
  • Must be legally entitled to work in Canada.

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