PM Shift Supervisor

Sweat and Tonic (S&T) is Toronto's most innovative and exciting boutique fitness and wellness hub, offering the widest collection of expertly programmed group fitness classes in Canada. S&T creates a curated, immersive fitness experience for sweat addicts to challenge their minds and bodies within a community that grows, succeeds, and celebrates together. With premium spa facilities, café, and bar offerings, members can recharge, recover, and reignite. Tonic House, the multi-functional lounge, workspace and event venue, inspires collaboration and innovation. Since opening in 2019, we've innovated and expanded our state-of-the art classes across multiple channels: In-studio, Sweat in the Park, Sweat Live, Sweat on Demand, and Sweat on the Roof – a one-of-a-kind, outdoor rooftop fitness studio in the heart of downtown Toronto. In 2023, we opened our first international sister location, Silver Springs, a boutique yoga and Pilates oasis in the heart of Los Angeles, and a new 25,000 immersive fitness & wellness hub in Toronto at The Well. This is a unique, once-in-a-lifetime opportunity to become a part of a passionate, dynamic team that is here to disrupt the fitness industry.

About the Role:

The Shift Supervisor will work every Saturday and Sunday. You must be avaialble from 12pm - 10:30pm Saturday and Sunday although actual start/end times may vary seasonally.

We are in search of a committed and enthusiastic part-time Shift Supervisor who is passionate about delivering exceptional guest services and can effectively execute in a busy environment. The shift supervisor possesses natural leadership skills and is a proactive individual who collaborates effectively with all team members. You will often be the most senior visible staff member on site at the weekend. As such, you are self-motvated, comfortable with resonsibility, you work well independently and without close supervision.

As a valued member of the Front of House team, you will lead by example, actively engaging with guests, fostering positive and lasting relationships within our community.

The Shift Supervisor has oversight of all aspects of the operation that immediately impact the guest experience. They have responsibility over front-of-house and back-of-house and are reponsible for the coordination and performance of all team members on shift. You excel at on-the-spot problem solving to ensure the smooth operation of all technological components that make up the in-person guest experience. You are eager to teach and guide others to success. The Shift Supervisor is highly trained in guest account administration and will apply skills on the phone, via email and in person. The Shift Supervisor is a skilled problem solver and can work with limited supervision to deliver smooth shifts during the busiest weekend periods and report issues for resolution through a nightly communication log. You can demonstrate a level of excellence in the resolution of difficult guest situations and are a source of trust and an example to others in this regard.

Shift Supervisors 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.

Primary Job Responsibilities:

• Work with limited on-site management support to run studio operations during weekend hours.
• Oversee all daily operations including front-desk and back-of-house teams ensuring all departments are set up for success to deliver excellent brand standards.
• 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.
• Handle account inquiries proficiently via phone, email and in-person.
• Act as the go-to person for guest recovery situations while on duty.
• Provide detailed shift reports to the management team through a written communication log.
• Perform training for new team members according to pre-determined brand standards as set out by the Studio Operations Manager.
• Leads by example in demonstrating excellent proficiciency in all aspects of FOH, Tonic Bar and back-of-house roles.
• Plays an active role in solving scheduling issues and finding shift coverage when necessary.
• Adept at effectively resolving challenging guest interactions.
• Conduct daily 'pre-shift' meetings by briefing team members about the upcoming day/week and individually brief team members with later start times.
• Safely de-escalate situations of shoplifting and/or trespassing (formal training will be provided).
• Proficiently troubleshoot A/V issues in fitness studios.

About You:

• You have worked in management and are looking for reduced hours but to retain a degree of responsibility for a small team.
• Demonstrated 1-2 years of experience in customer service, administration, and/or hospitality, preferably with a premium brand.
• Decisive personality, comfortable qualifying decisions which balance brand standards and logic.
• Strong written and verbal communication skills, exhibiting excellence in effectively conveying information.
• You enjoy working longer hours in a fast-paced, high-volume environment.
• Exceptional customer service skills, showcasing a commitment to delivering outstanding service experiences.
• Self-motivated and possess a collaborative, team-oriented approach to work.
• A person interested in health and fitness considered a valuable asset.

Compensation and Benefits:

Base salary $23 - $26/hour dependent on experience.

• Complimentary S&T Unlimited Membership
• Employee discounts

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.