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Manager, Quick Service Experience

2 months ago

Vancouver, British Columbia, Canada Canucks Full time

Position: Manager, Quick Service Experience

Department: Hospitality - Quick Service

Reports to: Director, Quick Service

POSITION SUMMARY:

The Manager, Quick Service Experience will be responsible for driving the concourse fan experience and the department's part-time Quick Service employee experience. This role will be focused on strategic hiring and staffing levels, developing training programs to create a premium service standard for our fans, and working with our People team on all matters relating to part-time Quick Service staff. The position will also provide operational support to the Quick Service management team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(Other duties may be assigned as required)

  • Create, develop, and execute hiring strategies to ensure operational needs are met
  • Proactively monitor and initiate review of staff turnover and work towards ongoing improvement
  • Proactively evaluate and continually improve employee engagement in onboarding, training, recognition, and performance management
  • Provide ongoing support, coaching, and guidance to all Quick Service staff
  • Work with the Senior Manager, Fan Experience to lead the Fan Experience initiatives for Quick Service resulting in best-in-class fan "entertainment" on the concourses
  • Engage with concourse guests and team members, to ensure exceptional hospitality is always provided
  • Oversee communication and fan relationships to ensure all Quick Service-related complaints are effectively dealt with in a timely manner
  • Manage the safe service of alcoholic beverages
  • Proactively ensure and maintain work safe standards throughout areas of responsibility
  • Serve as an inspirational, committed, and responsible member of the company's management team
  • Act as Quick Service's subject expert for all the HR management systems

REQUIRED EXPERIENCE AND QUALIFICATIONS:

  • 3-5 years management experience in the quick service hospitality industry
  • Post-secondary degree or diploma in a related field, such as Business or Hospitality
  • An inspiring leader who has proven skills rallying a team to achieve its highest potential and then driving it to the next level
  • Experience developing and leading training programs
  • Ability to manage in a fast-paced and diverse environment with a focus on providing innovative hospitality and high-quality food and beverage service
  • A solutions provider committed to a vision of service that will thrill fans and provide an ultimate fan experience, driving customer satisfaction and loyalty
  • Superior communication, conflict resolution, and on-the-spot problem solving skills, with the ability to relate professionally to all levels of staff, management, fans and partners
  • Strong computer proficiency, including Microsoft Office and Outlook
  • Flexibility to work evenings, weekends, and holidays
  • Experience in a high-volume sports and entertainment venue or related environment is an asset

Vancouver is one of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.