Shift Manager: Full

5 months ago

Toronto, Canada Sweat and Tonic Full time

Sweat and Tonic (S&T) is Toronto’s innovative wellness and lifestyle hub. In our historic 3-storey facility, you’ll find the widest collection of world-class boutique fitness and wellness in one state-of-the-art experience. Expert instructors design and lead up to 205 classes weekly. Premium café, spa and bar offerings recharge, recover and reignite. Creative lounge spaces support our social community and inspire collaboration and innovation.

We are in search of a committed and enthusiastic full-time Shift Manager, 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.

**Overview of Duties**:

- 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.

**Qualifications**
- 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**
- $24 - $26/hour dependant on experience.
- Unlimited Membership for Sweat and Tonic.
- 15 days paid vacation.
- Enrollment in the company health benefits plan.
- 20% discount on merchandise.
- 20% discount on in-house food and beverage.

**Inclusion and Equal Opportunity Employment**

We are an equal opportunity employer. In addition, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

**To learn more about Sweat and Tonic**:

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