Shift Manager

1 month ago

Toronto, Canada Sweat and Tonic Full time

**About Sweat & Tonic**:
Sweat and Tonic (S&T) is Toronto's most innovative and exciting boutique fitness and wellness hub, offering the widest collection of expertly programmed yoga, Pilates, HIIT, and ride group fitness classes in Canada. S&T creates a curated, immersive fitness experience for sweat addicts to challenge their minds and bodies within a community that grows, succeeds, and celebrates together. With premium spa facilities, high-tech biohacking amenities, café, and bar offerings, members can recharge, recover, and reignite. Tonic House, the multi-functional lounge, workspace and event venue, inspires collaboration and innovation. Since opening in 2019, we've innovated and expanded our state-of-the art classes across multiple channels: In-studio, Sweat in the Park, Sweat Live, Sweat on Demand, and Sweat on the Roof - a one-of-a-kind, outdoor rooftop fitness studio in the heart of downtown Toronto. In 2023, we opened our first international sister location, Silver Springs, a boutique yoga and Pilates oasis in the heart of Los Angeles, and a new 25,000 sq.ft. immersive fitness & wellness hub in Toronto at The Well. This is a unique, once-in-a-lifetime opportunity to become a part of a passionate, dynamic team that is here to disrupt the fitness industry.

**About the Role**:
We are in search of a committed and enthusiastic full-time Shift Manager for our Yonge/Shuter location, who is passionate about advancing their career and ensuring exceptional guest services. The Shift Manager possesses natural leadership skills and is a proactive individual who collaborates effectively with all team members.

As a valued member of the Front of House team, they will lead by example, actively engaging with guests, fostering positive and lasting relationships within our community. The Shift Manager will spend a significant proportion of each shift leading by example in performing both routine and complex guest transactions.

Shift Managers must display a level of natural comfort in challenging situations and will be trained in the safe de-escalation of situations of inventory loss management (theft) and challenging situations with members of the downtown community who find themselves tresspassing on Sweat and Tonic property.

**Primary Job Responsibilities**:

- Appointed ‘keyholder’ role, responsible for facility opening and closing procedures.
- Oversee all daily operations including front-desk, back-of-house and Tonic Bar ensuring all departments are set up for success to deliver excellent brand standards.
- Plays a crucial role in hiring and onboarding new team members.
- Perform training for new team members according to pre-determined brand standards which the Shift Manager will help set.
- Leads by example in demonstrating excellent proficiciency in all aspects of FOH, Tonic Bar and back-of-house roles.
- Plays an active role in standardising systems and processses and keeps team training guides and SOP documents current and organised.
- Plays an active role in solving scheduling issues and finding shift coverage when necessary.
- Adept at effectively resolving challenging guest interactions.
- Possesses the ability to address tasks with deadlines in mind while also demonstrating keen judgment in recognizing and prioritizing essential assignments.
- Conduct daily ‘pre-shift’ meetings by briefing team members about the upcoming day/week and individually brief team members with later start times.
- Lead both Front of House (FOH) and Back of House (BOH) shift teams to ensure the delivery of a premium brand experience during all shifts.
- Strategically plan shifts and delegate operational duties among team members.
- Execute guest services in strict adherence to standard operating procedures.
- Act as the go-to person for guest recovery situations while on duty.
- Safely de-escalate situations of shoplifting and/or trespassing (formal training will be provided).
- Proficiently troubleshoot A/V issues in fitness studios.
- Provide detailed shift reports to the management team through written communication.
- Attend weekly operations management meeting to collaborate with managment with the goal of continuous improvement.

**About You**:

- Demonstrated 1-2 years of experience in customer service, administration, and/or hospitality, preferably with a premium brand.
- At least 1 year of proven experience in a supervisory role, successfully leading a small team.
- Strong written and verbal communication skills, exhibiting excellence in effectively conveying information.
- Exceptional customer service skills, showcasing a commitment to delivering outstanding service experiences.
- Self-motivate and possess a collaborative, team-oriented approach to work
- A person interested in health and fitness considered a valuable asset.

**Compensation and Benefits**:

- $50k - $55k dependant on experience.
- 10% annual bonus plan
- Quarterly bonus incentive program
- Comprehensive health benefits
- Unlimited S&T me

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