Job Description

$60K+

Job Summary

The Operations Manager is responsible for the day-to-day activities of Players Indoor Golf & Sports Bar (Players) locations, ensures efficiency, productivity, and profitability by appropriately managing staff, use of equipment, and processes, and maintains Brand standards as directed by the President. The Operations Manager steers customers to Players locations through leveraging Players scale, building a referral community, and ensuring return customers. With strong hospitality industry experience, solid business and people management, and proven team building skills, the Operations Manager manages the people side of the business through hiring and supervising trained, focused, and engaged team members to deliver an exceptional customer service experience.

Duties & Responsibilities

Achieve financial results through generating above average sales, attaining or exceeding key performance indicators, and effectively managing labour costs and other operating expenses Assist the Marketing Manager by providing feedback of new ideas and competitors' offerings Assist in planning and organizing private and corporate events at Players locations On a daily basis, review cash closing of staff to ensure proper reconciliations are completed Facilitate cash management processes that ensure cash levels are appropriate On a weekly basis, collect and review cash outs from Players locations, identify and problem solve any discrepancies prior to providing to Accounting as required Meet with the President periodically to review and resolve operational concerns or issues Identify root causes of gaps in customer satisfaction and assist in the development of corrective and proactive action plans, and ensure resolution of customer complaints Coach team members to create connections with customers by providing high quality service, food and beverages, and an inviting and entertaining atmosphere Maintain a positive attitude that promotes teamwork at Players and facilitate team meetings Maintain a high level of professionalism in working relationships with team members Develop team members through regular one-on-one meetings, training and development, regular coaching, and performance improvement measures on a consistent basis for all staff at Players locations Implement, train staff on/and interface with Safe Food Handling and Alcohol and Gaming Commission of Ontario (AGCO) authorities Manage human resources processes including but not limited to staffing, recruitment, training, recognition, and completion of probationary and annual performance reviews Prepare shift schedules and ensure that Players locations are efficiently staffed on a cost effective basis for all shifts and that overtime is not incurred; shift schedules to be posted two (2) weeks in advance indicating "Subject to Change" Verify staff hours worked for Accounting on a bi-weekly basis for payroll purposes Lead by example, manage, and deliver an exceptional customer experience each shift Track and evaluate service standards by using various feedback tools to develop and implement plans for continuous service improvement Deal with all after-hour issues concerning staff and facilities Develop, train staff on, update, and maintain written procedures on all bar operations Review, update, and enforce opening, closing and downtime line by line activities on lists Ensure Players facilities are clean and organized at all times Facilitate the completion of Monthly Workplace Inspections at Players locations for health and safety purposes Facilitate inventory management of all food, beverage, and facility supplies, and use of Sports Bar Associates during slow times in locations to assist in this process Deal with day to day building maintenance issues with property managers Schedule service and/or replace equipment as needed and approved, and follow up to ensure equipment is in good working order Trouble shoot low level issues with technology (i.e. computers, AV equipment, and simulators) housed in Players locations and utilize the applicable technical support as required in order to focus on day to day bar and service operations Utilize camera views to stay abreast of activities within the Players locations to ensure staff are following processes, policies and procedures, and customers are being well served Divide work time/shifts between Players locations as required acting in the capacity of a Sports Bar Associate at both Players locations as necessary particularly during off-season hours and slower times Provide all invoices to Accounting for credit card reconciliations on or before the 15th of the following month that the invoices were incurred Prioritize workload to accomplish job tasks in a timely manner to meet deadlines Be willing to learn and grow with the company and upgrade job related skills to meet job requirements as necessary Maintain and enhance brand standards by ensuring company systems and processes are in place and followed Ensure operational functions are compliant with government agency minimum standards Adhere to company policies, procedures and practices Perform other duties as required

Skills & Abilities

Ability to guide an environment that encourages and fosters teamwork, participation, creativity, openness, honesty, and mutual respect Strong interpersonal and teamwork skills that facilitate working well with customers, team members, suppliers, and others Proficient people manager with coaching experience and the ability to listen and respond effectively to team member and customer concerns Mediation and facilitation skills in order to ensure customer and team members concerns are dealt with immediately and effectively Highly motivated to achieve Players business goals Ability to understand business metrics and recognize how they can be improved and implemented in business operations Ability to write reports summarizing bar, equipment (i.e. simulators), and staff accomplishments Capable of working well independently Ability to be organized in order to appropriately time manage workload and meet sometimes tight timelines while being flexible as needed Ability to multi-task effectively Demonstrated ability to pay particular attention to detail in all facets of work Proficient computer skills (i.e. Google suite of products, MS Office, company software, etc.) Effective verbal, listening, and written communication skills

Qualifications

5+ years experience in elevated restaurant/bar environment plus previous experience of at least 3 years in bar management leading a hospitality team with a proven record of achieving operational excellence, growing revenue, and successful people management Must be able to work at both the Kitchener and Brantford Players locations as required Experience with gaming applications would be an asset Secondary School Graduation Diploma Post-secondary diploma/certification/training in a related field considered a benefit Valid Smart Serve Certificate required Valid Food Handlers Certificate required Must be available to work days, evenings, and weekends Valid Ontario Driver's Licence and reliable available vehicle
Job Type: Full-time

Pay: $55,000.00-$65,000.00 per year

Benefits:

Dental care Discounted or free food Extended health care Life insurance On-site parking Vision care
Application question(s):

Are you able to meet the requirement of working at both the Kitchener and Brantford Players locations? We have golf and F1 simulators on site. Do you have experience with gaming applications?
Experience:

Bar management: 5 years (required) People Management: 5 years (required)
Licence/Certification:

Smart Serve Certificate (required) Food Handlers Certificate (required)
Location:

Kitchener, ON N2B 3R6 (preferred)
Work Location: In person