Taproom Manager

Reports to: Hospitality Operations Manager

Department: Hospitality

Location: Beamsville, ON

**Job Type**: Full Time

**The Role**:
Reporting to the Hospitality Operations Manager, the primary role of the Hospitality Manager is to facilitate exceptional experiences to all brewery guests with authentic and enthusiastic hospitality. They will support taproom supervisors by overseeing daily operations, leading by example, always lending a helping hand and having a thorough understanding of Bench’s processes and standards. They will also support the Hospitality Operations Manager in coordinating planning, organization, training, and leadership necessary to achieve sales and service objectives, taproom team recruitment retention, as well as food and beverage quality, cleanliness, and marketing.

**Responsibilities**:

- Responsible for the overall daily experience of all brewery guests.
- Develop taproom team members by conducting regular one-on-one meetings with supervisor level employees, conducting team-wide training and development sessions, and providing regular mentoring and coaching to all guest-facing team members on service excellence standards.
- Responsible for keeping food and beverage menus, feature cards, and bottle lists up to date and ready for service in both print and virtual forms.
- Scheduling all taproom FOH staff and approve payroll.
- Develop strategies and tactics to create a fun and engaging work culture and environment, and foster our “one team, on dream” philosophy.
- Foster a positive cultural work environment and address all potential cultural issues or team member conflicts in a timely, constructive matter, and continually gain employee alignment to the broader Bench vision and strategy.
- Understand, and help develop and implement new policies, procedures, standards, specifications, guidelines, and training programs.
- Work with the taproom supervisor team to develop service processes and recommendations on improving guest experience, and disseminate information through the appropriate communication channels.
- Work with the Head Chef to ensure proactive and collaborative communication between taproom and kitchen team and our production and operations team.
- Understanding of industry KPI’s like Average Check,
- Participate in regular beer tasting and information sessions to maintain an exceptional knowledge of all Bench Brewing products.
- Participate in leadership meetings in a backup role to the Hospitality Operations Manager.
- Ensure a best-in-class standard of service and guest satisfaction. All Bench guests must feel welcome and be given responsive, friendly, and courteous service at all times during the pre, during, and post visit cycles.
- Ensure the taproom team is adhering to opening and closing procedures so that we are effectively doing business as per the set operating hours.
- Respond to complaints and take all appropriate action to turn dissatisfied guests into return guests and ultimate Bench advocates.
- Oversee all required operational planning and reporting, including staff scheduling and time sheets, and inventory tracking.
- Improving existing and/or developing new inventory count process and procedures to be reconciled monthly.
- Serve as the ultimate utility person, filling in wherever needed and/or finding additional coverage support.
- Assist with taproom marketing objectives and content generation.
- Power user of all systems and reporting tools.
- Other duties as required.

**Qualifications**:

- A post-secondary degree, ideally in hospitality and/or business-related field
- Minimum 3 years of relevant experience in a supervisory or management role operating in an environment of similar size and guest traffic as Bench.
- Extensive knowledge of restaurant operations, food, and beverage
- Strong business and financial acumen - ability to drive efficiencies through a profound understanding of restaurant key performance indicators like prime and labour cost percentages, sales per labour hours, and F&B sales per guest.
- Proven track record of leadership and problem solving. Excellent communication. Organization and motivational skills are vital.
- Passion for our beer and a thirst for knowledge - desire to constantly be learning about beer styles and brewing processes and being excited to share that knowledge with our customers and consumers. Any level of Prud’Homme or Cicerone beer training would be considered a strong asset.
- Solid understanding of MS Office suite of programs including Outlook, Teams, Excel, and PowerPoint.
- Smart Serve certification.
- Availability to work evenings, weekends, and holidays.
- The drive to win as a team - collaborating cross-functionally to achieve success.
- A willingness to lift the occasional keg or case of beer
- A post-secondary degree, ideally in hospitality and/or business-related field
- Minimum 3 years of relevant experience in a supervisory or management role operating in an environment of similar s