Service Director

4 weeks ago

Toronto, Ontario, Canada Shangri-La Full time
Service Leader Job Description

Shangri-La Toronto

We are seeking a highly skilled Service Leader to join our team at Shangri-La Toronto. As a Service Leader, you will be responsible for ensuring the highest quality standards of our outlets and banquet operations, while maximizing the balance between Colleague, Guest, and Owner satisfaction.

Key Responsibilities:
  • Interact with guests to review and evaluate their degree of satisfaction, and recommend new initiatives to keep up with demand and market changes.
  • Investigate and resolve beverage or food quality and service complaints, and maximize profits through outstanding customer service.
  • Assist with managing Colleagues, coaching, training, motivating, communicating, recognizing, scheduling, providing performance feedback, and maintaining high levels of team spirit.
  • Assist in leading the day-to-day operation through hands-on personal involvement, and provide input and implement strategies to effectively manage productivity, labor, beverage, and food costs.
  • Evaluate profitability, develop and implement cost-saving and profit-enhancement measures, and maintain expert knowledge of wines and other beverages.
  • Direct communication efforts within the division, ensuring effective communication amongst Colleagues, suppliers, and attendance at meetings.
  • Assist with banquet events and undertake other ad hoc related responsibilities as required.
Requirements:
  • Functional knowledge of international fine dining, wine, beverage, and service standards commensurate with leading hotels in the world.
  • Customer Service Excellence, with exceptional service style, genuinely warm presence, friendly, sincere nature, drive for service excellence, internally proud, outwardly gracious, and humble.
  • Internal Service appreciation, considering internal customers (i.e. Cooks) as strategic partners.
  • Communication, with excellent communication and social skills, 100% fluency in English, impeccable standards of hygiene and grooming.
  • Safety Focus, demonstrating safe work practices and looking for ways to minimize workplace injuries.
  • Decision making, able to prioritize, making prompt and reasonable decisions.
  • Problem solving, adept at juggling multiple needs, calmly, respectfully, creatively, and successfully resolving problems.
  • Coaches and mentors, fostering a climate of continuous learning, growth, and improvement, with a strong commitment to the career development of others.
  • Ethical conduct and responsibility, setting a positive example and fulfilling responsibilities with the highest integrity, ethics, and professionalism.
  • Emotional maturity, interacting with others in a respectful manner, with demonstrated qualities of sincerity, helpfulness, courtesy, and humility, with demonstrated ability to maintain professional composure under pressure.
  • Technology proficiency, operating and maintaining all departmental equipment, fully competent with POS and current Windows-based programs (Word, Excel, MS Outlook).

Shangri-La Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request.

Minimum 3 years previous work experience in a similar capacity in an international world-class luxury setting, preferred. Previous high-quality restaurant or hotel experience essential or comparable experience with key competitor. Degree or diploma in Food and Beverage/Hospitality Management (complete or in progress). Bar, Lounge, and/or Restaurant experience preferred. Banquets, events, and wedding execution experience are considered an asset. Required to be flexible with shifts (may work early mornings, nights, weekends, and/or holidays). Current Smart Serve certification. Must be legally entitled to work in Canada.

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