Job Description

Employment Status: Contract >6 months (FT)





? Pension


? Weekdays ? Weekends ? On-call ? Evenings

Manager, Hospitality

Competition Number:

20173

Primary Work Location:

RIM Park

Posting Status:

Internal / External Job Posting

Salary Range:

$97,620 - $122, 034(Band: E)

Number of Positions:

1

Employment Group:

Management

Job Status:

Temporary, Full Time ( Up to 24 months)

Posting Release Date:

October 30, 2025

Hours of Work:

35 hours / week

Posting Closing Date:

November 16, 2025

Why work with us:

The City of Waterloo is a rewarding place to work. Each day, you will support and/or participate in the delivery of services that impact residents of this city, making it a great place to live, work and play for everyone.



Home to two world-class universities, a top-ranked college, a tech ecosystem, entrepreneurs and small businesses, there is a readiness to do things differently in Waterloo. Our vision is to be a leader in sustainability and to build a future-ready community for all. We are committed to workplace wellbeing and providing an inclusive, safe and enjoyable work environment.



For more information about the City of Waterloo's

Strategic Plan, Vision, Values and Guiding Principles,

please click here:

City of Waterloo 2023-2026 Strategic Plan

.

What we offer:

Supportive and caring organization that promotes respect, inclusivity, sustainability, health, safety and wellness Dedication to the organization's commitment for Reconciliation, Equity, Accessibility, Diversity and Inclusion through ongoing training and access to related programs and workshops, opportunities to connect with others around topics of social justice and equity, and opportunities to be involved with the initiatives that guide this corporate journey A commitment to environmental sustainability as demonstrated in many plans and policies - For example we're working towards reducing our corporate greenhouse gas emissions to net-zero by 2050, with real progress underway Certification as a Living Wage Champion Defined Benefit Pension Plan (OMERS) eligibility for all employees Flexible work schedules, paid vacation and personal days, and the opportunity to bank overtime Easy and sustainable commuting options through the TravelWise program, which offers public transit discounts and a dedicated carpool network for employees Substantial internal and external training and development opportunities along with opportunities to get involved and give back to the community Enjoyable employee-wide events, activities, site visits, BBQs to connect with coworkers Complimentary FitPass for access to leisure, swim, and fitness drop-in programs for employees and family members ...And so much more!

What you will do:

Reporting to the Director of Recreation Services (RS), your primary responsibilities will include, but are not limited to, the following:


Lead the day to day performance of Customer Service Supervisors, Food Services coordinators, and their respective teams, while ensuring high standards of staff and patron safety and customer service in an efficient and responsible manner Promote and demonstrate supportive and positive work environment where employees can work collaboratively with other team members internal and external to the division and across the department and corporation Create and/or oversee the application of policies, procedures, guidelines, standard operating procedures as required across all recreation facilities Manage and monitor both applicable operational revenue and expense budget and actuals, and capital budgets/actuals associated with food services Participate in budget planning for Recreation Services annually and as per the budget cycle, including the ten (10) year capital forecasting budget exercise Ensure cash handling, cash management, and reconciliation processes are in place for and adhered to Provide oversight of the inventory management and required financial reports Develop pricing and menu strategies in collaboration with Food Services team Represent and ensure Corporate compliance with a variety of legislative bodies, including but not limited to: OHSA, Public Health, AGCO, Safe Food Handling, MOE, MOL, CSA, ESA, AODA, Ontario Building Codes, National Fire Code, Local By-Laws & Standards, Health & Safety, WHIMIS, and other related regulations Develop and ensure successful implementation of section's business plan including goals and objectives, team member's work plans, and inputs into divisional work plan and capital plans, while maintaining alignment with the corporate vision, values, and departmental and divisional visions and principles Develop strategies and plans to maximize on identified or anticipated opportunities for food services and customer service sections within facilities Prepare and present communications, presentations, briefs, memos, Council reports, etc. to divisional, and departmental leadership, OLT, CMT, Council, as required Ensure Customer Service Supervisors have guidance and direction on customer/citizen interactions and inquiries, admissions, ticketing/box office, point of sale, supporting revenue department payments, and tenant relations Anticipate and resolve customer and tenant concerns and complaints, demonstrating strong customer service orientation and conflict resolution skills Responsible for the safe operation and oversight of concessions, vending machines, catering, and the Benchwarmer Restaurant within recreation buildings, including management of any applicable service agreement(s) Lead meetings and participate in divisional management meetings, and represent Recreation Services on various corporate committees and initiatives Develop and maintain network with professionals in the field, for benchmarking, best practices, and trends analysis, and stay current on latest practices and developments as related to the business sections Other duties as assigned

What you will bring:

Bachelors degree in Recreation and Leisure, Hospitality, or Business with a minimum of five (5) years of experience in the supervision and leadership of customer service, hospitality, or food services; a combination of education and experience may be considered Experience in customer service provision in recreation or hospitality environments Comprehensive knowledge of legislations as it relates to the provision of food services Sound budget and financial management experience including budget preparation, monitoring and control Strong interpersonal communication and relationship skills, proven ability to deal with customers, internal staff, members of the public, media, etc. Strong leadership skills to communicate, provide positive feedback, motivate, guide and foster a safe and accountable work environment for team members Thorough knowledge of hospitality and customer service standards, inspections, specifications, equipment, materials and the Occupational Health and Safety Act The ability to function well under pressure, and to respond to frequently changing demands and priorities Excellent written communication skills; ability to prepare accurate reports and tender or quote documents Ability to effectively interact with City staff, customer, external organizations, agencies, the public, and other invested parties Demonstrated commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion Proficiency in Microsoft Office software including Excel and Word; knowledge of ActiveNet, Maximo and/or PeopleSoft will be considered an asset Must be able to travel between city recreation facilities regularly

What we will require:

A Police Criminal Record and Judicial Matters Check satisfactory to the City Proof of your current and valid certificate(s), licenses and/or educational qualification

Be You @ Waterloo (Our Commitment to Diversity, Equity, Inclusion and Belonging):

The City of Waterloo acknowledges that our work takes place on the traditional territory of the Haudenosaunee, Anishnaabe and Chonnonton Peoples, and is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. The City is dedicated to advancing the organization's commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion and to reducing barriers to employment opportunities. Applications from members of historically underrepresented groups, including Black, Indigenous, racialized communities, women, persons with disabilities and members of 2SLGBTQIA+ are encouraged for positions at all levels within the organization. Candidates from historically underrepresented groups are encouraged to self-identify in their application.



Accommodations are available throughout all stages of the recruitment process in accordance with the Human Rights Code and other applicable legislation. We encourage applicants to access support(s) that may be needed. To request accommodation during the application process, please email recruitment@waterloo.ca, quoting the position and competition number. Applicants advancing to the next stages of the recruitment process will be provided with additional opportunities to make their needs known.