Job Description

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.

We are seeking an enthusiastic and experienced

Guest Services Manager

to be the champion of our hospitality culture and lead our front-of-house team. The ideal candidate will ensure every guest receives a memorable, exceptional dining experience that reflects our commitment to quality food and community spirit.

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.
Crowsfoot is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need. We encourage all qualified candidates to apply.

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