Supervisor Hospitality

**A NEW BREED OF ENTERTAINMENT**:
With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.

**JOB SUMMARY**

Reporting to the Manager, Hospitality Outlets, this position is responsible for the Supervision and administration of the Hospitality outlet(s) they are accountable for. The scope of responsibility will vary based on the outlet(s) and the Supervisor will support the Manager to lead the growth of the operation and consistently elevate the overall guest experience. Key responsibilities include contributing to operational efficiency, team productivity, inventory control, and consistency of service standards of the outlet(s) which they are responsible for including cross departmental supervision, as well as to provide leadership and guidance to the Hospitality front line staff and answer questions within their scope and help out when needed.

**KEY RESPONSIBILITIES**
- Supervise day to day Hospitality operations at the designated outlet(s); including Gaming Floor Service, Dining Rooms, Bars and Quick Service Restaurants ensuring compliance with all legislative, health and safety and licensing requirements
- Ensure the monitoring of service satisfaction levels and efficient handling of guest complaints or actionable feedback providing prompt and effective corrective solutions
- Assist the Manager in leading, cost planning and managing building and or operational projects, repair and renovation activity relating to Hospitality area assigned to
- Supervise the implementation of all special event activities; VIP functions at the VIP lounge
- Maintain existing operational policies and procedures for the hospitality outlet(s) with the oversight of the Manager to ensure compliance with all respective company policies, procedures and collective agreements related to assigned outlet(s)
- Assist in investigations, assess and resolve problems related to product, supplies and equipment
- Develop and maintain relationships with other departments to effectively coordinate business outcomes and delivery of excellent customer experience
- Train, assist and supervise all Front Line Staff in all aspects of the operations including daily administrative and procedural responsibilities.
- Communicate departmental vision and goals and coordinate activities to ensure business objectives are met by Front Line Staff and Back of House
- Ensure quality and efficiency of team and individual performance through consistent coaching/feedback and assist and conduct performance management where applicable
- Ensure compliance with purchasing and receiving policies and procedures
- Supervise efficient ordering and receipt of inventory ensuring accurate par-stock levels, rotation and control for assigned outlet(s), as well as coordinate and execute period end reporting
- Conduct meetings with Front Line Staff and Back of House as required, conduct appropriate investigations as per collective agreement and exhibit professionalism when communicating with the Unions
- Monitor and support Front line staff in monitoring customer alcohol consumption and conduct assessments as required.
- Conduct daily pre-shift meetings and manage staff break schedules

**JOB SPECIFICATIONS**

Knowledge
- A passion for great food, beverages and exceptional service
- Advanced knowledge in conflict resolution
- Advanced Knowledge of Scheduling
- Advanced knowledge of electronic POS systems and sales tactics
- Advanced knowledge of Safe Food Handling and Sanitation
- Advanced knowledge of Liquor Control Act, Smart Serve and Cut Off policies and procedures
- General knowledge of food and beverage management operations
- General knowledge of Occupational Health and Safety Regulations
- Basic Knowledge of Payroll practices
- Basic knowledge of Ontario Horseracing and Pari-Mutuel betting an asset
- Strong understanding of cost control implementation and tracking
- Knowledge of Hospitality Operations

**Skills**
- Able to build and maintain effective relationships with team members and guests through a positive winning attitude - “Listen and Connect”
- Able to anticipate guests needs - “ WOW Every guest
- Ability to know where to look or research where to find the right answer “Be Bold”
- Ability to interpret a contract and adhere and enforce it - “Be Bold”
- Ability to generate and analyze financial statements
- Ability to assist in preparing budgets, proposals and profit analysis documents
- Ability to multitask and work under multiple deadlines and handle emergency situations in a timely manner
- Strong computer ski