Guest Services Manager

**Guest Services Manager - Crowsfoot Restaurant** **Location**: Conestogo, Ontario About Crowsfoot Located in the historic farming town of Conestogo, Ontario, Crowsfoot Restaurant stands on one of the region's oldest venue sites. We offer a unique and welcoming atmosphere with a locally-sourced menu that masterfully combines the community's rich German culture with classic southern-style smokehouse barbecue. We are committed to providing a hearty, delicious meal and supporting local farmers and vendors. **Job Summary** The Guest Services Manager is primarily responsible for overseeing all aspects of the front-of-house operations to ensure the highest standards of guest satisfaction, service excellence, and operational efficiency. This role is crucial in leading and motivating the front-of-house team and resolving all guest issues promptly and professionally. **Key Responsibilities** **Guest Experience & Relations** - **Customer Satisfaction**: Be the primary point of contact for guests, ensuring a warm, welcoming, and professional atmosphere from arrival to departure. - **Complaint Resolution**: Proactively and professionally handle all guest concerns, complaints, and special requests, following up to ensure complete resolution and guest recovery. - **Service Standards**: Continuously monitor and enforce Crowsfoot's service standards, ensuring all front-of-house staff are executing service with excellence and a "Say Yes to the Guest" attitude. - **Reservations & Seating**: Manage the reservations system and flow of service to maximize seating efficiency while maintaining a comfortable experience for guests. - **Menu Knowledge**: Maintain and train staff on an in-depth knowledge of all food, craft beer, and beverage menus, including ingredients, preparation methods, and local sourcing information (e.g., Eby Manor, Willibald Farm). **Team Leadership & Management** - **Staff Supervision**: Lead, supervise, and motivate all front-of-house staff (Servers, Hosts, Bussers) during shifts. - **Hiring & Training**: Participate in the recruitment, hiring, and comprehensive training of new front-of-house employees, focusing on hospitality, service steps, and menu knowledge. - **Scheduling & Labor**: Prepare and manage weekly staff schedules, optimizing staffing levels to meet business needs and control labor costs within budget. - **Performance Management**: Conduct regular performance coaching, evaluations, and disciplinary actions in accordance with company policy. - **Inter-Departmental Coordination**: Maintain excellent communication and a collaborative relationship with the Back-of-House (Kitchen) team to ensure a seamless guest experience. **Operational Excellence** - **Compliance**: Ensure strict adherence to all Ontario liquor regulations (Smart Serve), food safety standards, and occupational health and safety laws. - **Cash & Financial Management**: Oversee and reconcile daily cash procedures, Point of Sale (POS) system operations, and end-of-day financial reporting. - **Opening/Closing Duties**: Ensure all daily operational checklists are completed, including proper opening and closing of the dining room and bar area. - **Inventory & Ordering**: Assist in monitoring and managing inventory for front-of-house supplies, including beverages, glassware, and paper goods. - **Events**: Assist in the planning and execution of group events, catering, and on-site functions as needed. **Qualifications & Skills** **Required** - **Experience**: Minimum of 2+ years of management experience in a high-volume restaurant or hospitality environment. - **Service Acumen**: Proven track record of delivering and leading a team to provide exceptional guest service. - **Communication**: Excellent verbal and written communication, interpersonal, and active listening skills. - **Leadership**: Strong leadership abilities with a positive, professional, and motivational approach to team building. - **Problem-Solving**: Exceptional ability to multitask, make quick, effective decisions, and resolve high-pressure situations with tact and diplomacy. - **Availability**: Must be willing to work a flexible schedule, including evenings, weekends, and holidays, as is customary in the restaurant industry. - **Certifications**: Valid Smart Serve certification (Ontario) and Food Handler certification (or willingness to obtain). **Preferred** - Post-secondary education in Hospitality Management, Business Administration, or a related field. - Familiarity with POS systems, scheduling software, and basic business reporting. - An appreciation for German cuisine, Southern BBQ, and local Ontario craft beer/products. **Job Types**: Full-time, Permanent Pay: $50,000.00-$55,000.00 per year **Benefits**: - Casual dress - Dental care - Discounted or free food - Extended health care - Flexible schedule - Mileage reimbursement - On-site parking - Paid time off - Store discount Work Location: In person