Front of House Manager

Our ideal candidate is eager, hard working, reliable and full of energy. We are looking for someone who can handle a fast paced busy work environment and wants to learn and grow and continue to develop their skills in the hospitality industry.

The Spoke is an on-campus venue at Western University and has three distinct high volume areas to the business. A fast casual walk up kitchen, one of the busiest cafes in the city, and a pub / bar seating area. We host weekly night programming and are a great venue for students to enjoy events, caterings and the big game. We have over 150+ part time employees and a large management team that supports all of the aspects of the Spoke.

We are looking for experience, but more importantly we are looking for someone with great character and doesn't mind going the extra mile because they are passionate and love coming to work with us everyday.

The first year is a one year contract that can either turn into a second one year contract or could become permanent at that time.

Please read the Job description to fully understand the job you are applying for.

Title: FOH Manager, Spoke

Reports to: Site Manager, Spoke

Job Summary

The FOH Manager will oversee the Bar program which includes creating and maintaining all bar standards, driving sales through creative and innovative promotions, and building relationships with alcohol suppliers and vendors. This position will work with Spoke staff and third party security to ensure full and complete execution of the Spoke's Safe Alcohol Service program, while creating a safe environment for all customers and employees.

In addition, the FOH Manager is responsible for day to day operations at the Spoke including staffing the Bar and host positions, cost controls, active floor management and administrative duties.

Duties and responsibilities

Operational

• Manage daily Spoke operations, executing Bar and Host scheduling, Bar product ordering, maintaining Spoke standard operating procedures and developing restaurant team members
• Manage the overall bar and beverage program for the Spoke including, cocktails, beers, garnishing and non-alcoholic beverages
• Lead the creation and maintenance of cocktail lists including new and innovative products and combinations while keeping in mind costing and speed requirements
• Direct on shift management of Spoke dining room including oversight and delegation of duties to host staff, bartenders & third party security
• Provide leadership, support, training and hands on assistance when required in the Kitchen and Cafe
• Ensure daily execution of the Spoke's Safe Alcohol program. This includes maintaining daily logs, reporting, working with third party security and ensuring all staff are following SmartServ training and upholding all AGCO, USC and Western alcohol Policies
• Ensure the completion of the daily restaurant closing checklist. Check that all equipment is turned off, doors are closed & locked and all cleaning / stocking duties are completed
• Regular scheduling of third party security guards for day to day operations as well as Spoke bookings and special events
• Maintain items and pricing on Spoke online ordering / delivery platforms
• Attend all USC and Food & Beverage meetings as required
• Other duties as assigned

Customer Experience

• Maintain fast, accurate service, positive guest experience and ensure products are consistently made to Spoke recipe specifications and standards
• Ensure Food & Beverage quality and 100% customer satisfaction
• Effectively deal with and remediate any onshift customer complaints
• Ensure all Bar staff and hosts are knowledgeable when it comes to Spoke Products and recipes, which contributes to the overall customer experience
• Strive for maximum efficiency and continual improvement of staff productivity

Financial

• Reconcile all tills and cashouts to daily sales reads and ensure the completion of all EOD financial reports
• Ensure the accurate and timely input and adjustment of part-time labour on a shift by shift basis and the completion of bi-monthly payroll on the 1st and 16th of every month for the Spoke
• Ensure daily counting of all Bar products through Free Pour inventory management software and follow up on any discrepancies
• Ensure a safe audit is conducted at the close of each shift in accordance with Spoke standard operating procedures
• Conduct monthly physical inventory counts of all liquor, wine, beer, draught beer and non alcoholic beverages. Counts must be completed at close on the last business day of each month and be delivered to the Site Manager and Senior Manager by 4pm at the latest on the 1st of each month
• Reconcile and track all Western One transactions daily and ensure accuracy between settlement and CBORD
• Manage daily tip out for host and bar staff

Student Development / Training

• Recruit, interview, hire and discipline when necessary, part-time Bar & Host team members and ensure the Spoke is appropriately staffed to cover all scheduling needs and turnover
• Develop employees by providing ongoing feedback, establishing performance expectations and ensure the completion and delivery of two performance appraisals for all Spoke bar and host staff, one per semester
• Motivate and train all Spoke part-time Bar and Host staff using the Spoke Learning Management System as well as provide hands-on in person training.
• Mentor the Spoke Bar Student Supervisor in operational skills, soft skills and leadership to enhance student learning outside of the classroom
• Assist in the development of all Host and Bar training materials and policies in cooperation/approval of the Spoke's Site Manager
• Assist in setting up new employees to training, scheduling and POS systems.

Cleaning, Maintenance and Health & Safety

• Ensure the Occupational Health & Safety Act, local health and safety codes, as well as USC safety and security policies are being adhered to
• Promptly complete incident reports / forms for all accidents, injuries and incidents that take place in the Spoke and notify Senior Manager of any incident of injury, violence, harassment or other significant occurrence
• Execution of daily, weekly and monthly FOH cleaning lists
• Maintain a fun, safe atmosphere for patrons
• De-escalate tense situations between staff and customers, supporting Spoke staff as they deal with difficult customers, attempting to discontinue the service of alcohol or dealing with an intoxicated patron
• Use third party security or CCPS to eject any unruly persons who are overly intoxicated. Use the Spoke Safe Way Home program when patrons are removed from the Spoke who may not be able to get home safely
• Ensure proper cleaning and preventative maintenance of the Bar areas and equipment, including all alcohol storage areas and dining room areas. These duties should be completed as set out by Spoke standard operating procedures and local public health guidelines
• Ensure all chemical safety guidelines including proper chemical labelling and ensure staff are using mandated PPE, with 100% compliance

Student Life

• Execute all onshift weekly programming, student events and Spoke caterings as communicated in all booking agreements and to customer specifications
• Assist in the planning and execution of executive lead USC events
• Assist is the development and execution of creative and innovative Bar promotions, liaising with beverage related partners to source new products, new promotions and drive evening student engagement and sales growth

Sustainability

• Ensure there is a sustainable lens on all Bar related products, equipment and promotions. Work to achieve the sustainable goals set forth by USC student leaders through initiatives in collaboration with the Spoke's Site and Senior Manager
• Ensure proper execution of all customer recycling and composting stations by Spoke customers and staff as they maintain the units. Ensure clear signage is in place to ensure proper sorting of disposed items

Qualifications

Skills and Abilities:

• Computer Skills: Must be proficient with data processing software including Word, Excel, Powerpoint, Google docs, sheets, slides and calendar. Must have the ability to utilize computerized business tools such as email, learning management systems, POS, inventory management software and other appropriate online tools.
• Business/ Math Aptitude: This position requires excellent business and math skills with the ability to work accurately with cash, read budgets and financial statements.
• Communication Skills: This position requires excellent written, verbal and group communication skills. Requires the ability to analyze, create and interpret business documents
• Problem Solving/ Decision Making Skills: This position requires strong problem solving and decision making skills, and the ability to be flexible and adaptive in any situation.
• Conflict Resolution: Ability to remain calm and professional in a stressful fast pace work environment. The ability to de-escalate and resolve conflict with customers, Spoke employees and fellow USC managers, which could involve irate or possibly intoxicated patrons or high stress situations.

Specialized Knowledge

• Liquor License: Knowledge of the Liquor License Act and Campus Alcohol policies and their operational use
• Accomplished mixologist:Extensive beverage knowledge including traditional cocktails, and new on trend beverages. In addition this position requires extensive knowledge of beers and wine

Education / Experience

• High School diploma or equivalent is required
• Post Secondary diploma/degree in business or hospitality an asset
• Minimum 2 years supervisory experience in a high volume, fast paced hospitality environment
• A passion for beverage, food and service is a must

Certifications / Specialized training

• Smart Serve certification - every five years or less
• First Aid Certified
• Food Safety Certified (Basic Food safety Certificate)
• WHMIS Certified
• WSET (wine and spirits Training/certification) an asset
• Prud' homme beer certification an asset

Working conditions

This position will require long periods of standing on hard surfaces. Dealing with difficult or potentially irate customers. At times this position may require extensive lifting of supplies and materials and exposure to moderate or loud noise. There will be constant exposure to hot equipment and oil throughout the workday.

Irregular work schedule. This position requires mostly evening shifts (Monday - Friday) during the University school year (Sept - April), and mostly day shifts during the University summer (May - Aug) Some Weekend work is required based on need throughout the year.

Required to perform some front line operational duties during non-peak periods May through August.

Due to the onsite operational requirements of this position, the employee is not eligible for regular work from home.

Key Relationships

It is important that this position maintains key relationships internal and external to the organization. These could include USC, Western or community partners and businesses.

External Relationships

• Alcohol and Beer supplier representatives
• AGCO representatives
• Various university departments including Campus police, Facilities Management, Western alcohol payment / Accounting

Internal Key Relationships

• Productions department / Productions Manager
• USC Finance department / Accounting Manager

Direct reports

• Part-time Bar and Host positions

Job Types: Full-time, Permanent

Pay: $50,000.00-$55,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Extended health care
• Life insurance
• On-site gym
• Paid time off
• RRSP match
• Vision care
• Wellness program

Work Location: In person