General Manager

**General Manager Position Profile**

The Collective Wine Bar & Kitchen is a locally owned and operated, neighbourhood restaurant and bar in Victoria, BC. Since we opened in 2018, we have been passionately focused on building Victoria's premiere hospitality experience through our amazing wines, food, and friendly service.

We offer a warm and inviting atmosphere with a diverse selection of fine wines, hand-crafted cocktails, craft beer and shareable food utilizing local ingredients.

The General Manager will inspire, develop, oversee, and manage our team, while leading the creation and delivery of a unique and elevated guest experience. The General Manager is responsible for the overall day-to-day management which includes, but is not limited to, helping set strategic business direction, staff supervision, menu development and approval, concept enhancement, leading marketing initiatives, developing partnerships, reputation management, and human resource management.

Reporting to the shareholder team, the General Manager will have well articulated goals and a regular review process for feedback and collaboration. The General Manager will play a key role in helping lead the business’s ongoing concept refinements.

**General Manager Expectations and Accountabilities**:

- Business Development and Operations
- Guest experience and relations
- Community Partnership and Relations
- Menu development in alignment with strategic vision
- Inventory procurement and safeguarding
- Human resources including hiring, training, development, coaching, and performance management.
- Organizational Culture
- Alternative revenue source generation including event catering and online sales
- Business Continuity including Health and Safety
- Financial sustainability in collaboration with budget manager and board of directors

**Business Development and Operations**
- Work with management team on advertising and promotional strategies to drive business development
- Work with the management team to set and continually refine and improve service standards
- Oversee and evaluate that expected service standards are consistently met.
- Make refinements to service standards in collaboration with the management team
- Focus on continual improvements to business operations finding efficiencies and cost savings
- Continually evaluate and report on competition including what competitors are offering and price point
- Collaborate with the management team to make decisions on software and technology acquisition to aid in business management and efficiencies (e.g., point of sale, payment processing, accounting, reservation management, etc).

**Guest experience & Relations**
- The General Manager has ultimate responsibility for ensuring guest experiences consistently meet and exceed service standards and that each guest leaves happy with the quality of their experience
- Take active steps to ensure exceptional standards of guest service at all times by listening, understanding and dealing with customer queries in a confident, professional, knowledgeable and friendly manner - and leading and motivating the team to do the same
- Regularly discuss customer feedback and reviews with management and staff
- Address customer experience feedback and complaints professionally and in a timely manner through to successful resolution
- Continually monitor and evaluate guest experience throughout the restaurant during service

**Community Partnerships and Relations**
- Lead the development of partnerships with various organizations, complementary small businesses, and community groups
- Be an active participating member on neighbourhood committees
- Actively take steps to build community partnerships that build and enhance the Collective’s community reputation

**Menu Development**
- Ensure kitchen and bar menus change seasonally and are progressive, and in alignment with the Collective’s reputation, style, competitive advantages, and strategies.
- Ensure processes and accountabilities are in place so that staff members are trained and understand menus and have proficient product knowledge.
- Work with budget manager and chef to ensure that food and liquor costs meet defined percentages of sales

**Inventory Procurement and Safeguarding**
- Work with food and liquor suppliers for the acquisition of ingredients or menu items of highest value at reasonable cost
- Ensure an inventory of assets and stock are maintained and that processes are in place to ensure loss from mishandling, theft and safety of restaurant space
- Ensure that theft prevention practices are in place and that inventory is regularly monitored and accounted for

**Human Resource Management**
- Work with kitchen and bar management to ensure team cohesion and professional standards and conduct
- Ensure a comprehensive orientation program for new staff
- Provide opportunities for staff to cross-train in multiple positions
- Build and implement a staff goal setting and performance manageme