Guest Services and Operations Manager

6 months ago

Toronto, Canada SPIN Toronto Full time

**SPIN Toronto** is a 12,000-square-foot 'ping pong social club' located in the heart of Downtown Toronto. We have 12 ping pong tables spread out over 2 main rooms and a semi-private lounge. We also have 2 full-service bars, 2 DJ booths, and an extensive catering menu with an elevated-street-style fare. SPIN welcomes a wide variety of clientele and hosts events, group bookings, plus walk-ins of all sizes. The kitchen at SPIN serves an innovative take on classic fare. The menu is fun, approachable and familiar while offering room for creative freedom in its design. If we can make it in-house, we do

**SUMMARY OF THE POSITION**

As the Guest Services Manager, you will be responsible for overseeing all aspects of the Guest Experience at SPIN. This will be a hybrid role between the Front Desk and Operations team, creating your own sales team within the SPIN staff. Acting as a liaison between guests and the SPIN team to ensure the highest standard of service is delivered every time. Communicating with the client, the Sales Team, the Front Desk team and the Operations team where needed to ensure seamless execution. You are expected to lead by example by being the most positive, organized, and friendly personality at the Front Desk and on the Floor. To supervise, train and maintain the quality of service provided by the SPIN team.

**RESPONSIBILITIES**

**Concierge**:
Report to and take instruction from SPIN's General Manager.

To oversee all hiring and training of new front desk and coat check team members.
- Weekly scheduling of the Front Desk team.
- Updating, maintaining, and executing the front desk training program.
- Developing, updating and training the Front Desk team on sales techniques.
- Ensuring the desk is up to date on policy/programming changes.
- Responsible for maintenance of the online booking system - adding and removing SEVENROOMs accounts, adding event priority buffers, blocks, walk-in courts etc.

To be the liaison between guests and the Sales team, upselling retail guests to events as needed.

Be a leader for all Front Desk staff: Foster a positive, productive, and knowledgeable team.

**Floor Manager**:
Report to and take instruction from SPIN's General Manager.

To be the connecting link between the Front Desk team and the Operations team
- Using Sales techniques developed at the Front Desk on the floor
- Touching tables as necessary to enhance the guest experience
- Training the service and bar team on upselling techniques

To spearhead the Guest Feedback program through Tattle, collecting and recording information as necessary and creating positive change through the information received.

To oversee restaurant operations ensuring employees are performing jobs to the highest standard.

To maintain a constant presence on the floor, assisting in different areas as needed.

Responsible for opening and closing the venue. This includes proper usage and documentation in daily manager logs and reporting.

Maintain up-to-date knowledge and accuracy of all FOH systems (Toast, SEVENROOMS, etc.)

Keep an open line of communication with the whole management team on staff performance, maintenance issues and general information.

Be the most informed staff member on the floor by having full knowledge of venue-specific information - menu options, operational systems, cash-out policies, daily/nightly programming, DJ’s etc.

Assisting all departments (FOH, BOH and support team) as needed while on the floor to ensure the highest standard of service to guests is provided.

Respond to guest inquiries, concerns and complaints on the Floor in a professional and efficient manner.

Supervise and execute cash outs and cash handling policies.

Maintain the atmosphere of the space by constantly reviewing the lights, music and adjusting the furniture and tables as needed.

Help foster a positive and safe work environment for both staff and guests.

Must lead by example with regards to attention to detail, professionalism, cleanliness, efficiency and work ethic.

**Requirements**:

- 2 years of experience in a Restaurant Manager role
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Ability to work well under pressure in a fast-paced environment
- Proficiency in using POS and Reservation software is a plus
- Flexibility to work varying shifts including weekends and holidays

Pay: From $25.00 per hour

Expected hours: 35 - 45 per week

**Benefits**:

- Casual dress
- Dental care
- Discounted or free food
- Extended health care
- Store discount

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift

Supplemental pay types:

- Tips

**Experience**:

- Restaurant Management: 2 years (preferred)
- Customer Service: 4 years (preferred)

Work Location: In person

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