OPENING
2019

Operations Manager // Osteria Rialto + Bar Biltmore

Location: Paradise, 1006 Bloor Street West, Toronto, ON
Term: Full-Time
Salary: $45-56k
Application Deadline: September 23, 2019
Expected Opening Date: TBD, expected to be by the end of the year

Organization Description

A 1937 heritage-designated Art Deco venue in Toronto's Bloorcourt neighbourhood, Paradise reopens in 2019 following a highly anticipated renovation. Paradise offers a unique, welcoming experience through food, drink and the arts. The complex includes: Paradise Theatre, a state-of-the-art venue presenting a curated mix of newly released films, older classics and undiscovered gems, as well as live music, talk series and multi-arts events; Osteria Rialto, a full-service restaurant offering up fresh, seasonal ingredients in dishes that innovate on classic Italian cuisine; and Bar Biltmore, where spritzes, sours and negronis are enjoyed alongside small bites. With the potential for corporate bookings, banquet and event catering will complete the multiple offerings created in the Paradise space.

Paradise is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paradise is committed to the principle of equal employment opportunity for all and to providing employees with a work environment free of discrimination and harassment. 

Job Description

Paradise is hiring an Operations Manager (OM) who will report to the General Manager daily. The OM is responsible for assisting in the overseeing of the day-to-day operations of Osteria Rialto and Bar Biltmore. The OM will receive daily/weekly/monthly tasks that will assist in the development of front-of-house culture and high quality standards. In addition, the OM will develop and maintain a safe, welcoming and professional environment for staff, guests, and trade partners.. Working closely with Paradise management, the OM will provide leadership, direction, and best-in-class hospitality. The OM is an integral piece of the Paradise management team, therefore, the OM must exemplify and exude a professional and courteous demeanor to all guests, staff, management and trade partners. 

We're looking for passionate, knowledgeable and skilled OMs with the aptitude to grow professionally and demonstrate a team-first mindset to help bring the vibrant and exciting atmosphere of the century-old landmark to life.

Responsibilities (include but are not limited to the following)

Vision, Values, Culture and Industry:

  • Continually provide exceptional hospitality to all guests, staff, and partners in trade

  • Offer thoughtful, humble and engaging service while actively contributing to Paradise’s day-to-day operations

  • Trusted – Continually offer a comfortable workplace for colleagues, and take tremendous pride in Paradise’s food, beverage, programming and hospitality provided

  • Inspiring – Strive to inspire and educate hospitality professionals by using genuine and continuous growth-driven learning techniques

  • Progressive – Discover impactful opportunities for self-expression and initiatives within hospitality

  • Welcoming – Practice radical empathy and care while rewarding, recognizing, and saturating yourself in the love for people, food, wine, and performance  

  • Delighting – Commit to unexpected delight. Go out of your way to create memorable and everlasting positive experiences

Guest Commitment, Relations and Records:

  • Provide kind and genuine hospitality to all guests entering and leaving the concepts

  • Maintain a record of regular guests, industry guests, and public figures. Keep note of general preferences, dietary restrictions, and historical dining records using data recording systems (such as RESY)

  • Develop personal relationships with regular guests, VIP’s and Public Figures by offering your business card for further communication and additional personal services moving forward

  • Documents, investigates and resolves employee and guest incidents.

Leadership and Communication:

  • Demonstrate unbiased leadership to front-of-house service staff to continually keep morale high before, throughout and after service 

  • Maintain an emotionally athletic demeanor, and exude a calming, peaceful communication backbone throughout service to assist in mitigating potential service stresses

  • Speak with intellect, direction and professionalism to all guests and colleagues

  • Alongside the General Manager, create and execute inspirational team-based leadership initiatives that assist in the growth of staff and colleagues alike

  • Establish and maintain clear lines of communication between front-of-house and back-of-house hourly and management employees alike

  • Working alongside the team of Sous Chefs to discuss staff opportunities before and after each service

  • Use an invigorating entrepreneurial spirit by having a presence ‘on the floor’ and within the community

  • Build long-lasting valuable relationships with food and beverage suppliers.

Staff Recognition, Training and Development:

  • Commit to recognizing colleagues on victories, whether they are service-related or personal.

  • Take note of all service opportunities and work with Paradise Management to develop actionable initiatives to develop both business and team

  • Actively seek new, innovative and rewarding ways to enhance training measures within the business

  • Assists in the development and action of performance reviews for all staff, in the accompaniment of the General Manager.

  • Creates value-based knowledge-driven training exercises for implementation within the business

  • Continually challenge staff using food testing, wine tastings, food and wine supplier visits to enhance staff experience and inherently positively affect hospitality provided

  • Promote a culture filled with dialogue, and continue to role-model the visions and values of Paradise

  • Recruit, interview, and hire team members; conduct performance appraisals, take disciplinary action, motivate and train

  • Provides in-the-moment coaching and feedback to team members, actively facilitating their growth

Management of Restaurant and Bar Operations:

  • Oversee operations of selected outlets as directed by the General Manager

  • Report and relay pertinent information regarding the operations to the management team in a swift and timely manner

  • Be a champion of hospitality, food quality and consistency, and team growth

  • Note all needs for repairs and maintenance and communicate these items to the Management team

  • Consistently strive to find actively innovative ways to enhance guest experiences at each seat

  • Positively direct staff, where needed, and ensure there is a level of accountability on the floor at all times

  • Work directly with our Concierge team to develop a professional and courteous front door team that strives for supreme communication

  • Monitors adherence to health, safety and hygiene standards within location, ensure compliance with restaurant security procedures, inclusive of alcohol regulations, ensure a safe working environment by facilitating safe work behaviors of the team and guests.

  • Ensure all facilities are maintained to the maximum extent to ensure limited deterioration of assets.

Reservation and POS systems champion:

  • Have advanced knowledge of our reservations system to ensure accurate updates of guest’s profiles and service flow tracking

  • Demonstrate management of reservations systems, when needed, throughout service (status updates, coursing, communication of VIP’s and special occasions)

  • Have enhanced knowledge of Silverware POS in order to give feedback and insight to staff throughout service

  • Develop quantifiable systems using reporting features of the POS to find active trends within the business and share these insights with the Management team

Administrative Duties:

  • Accountable for key financials (Sales, EBITDA, COGS, Inventory valuations, Labour output, and variable cost management) – in partnership with the management team

  • Accountable for KPI’s (Guest experience, guest engagement, staff engagement, staff turnover) – in partnership with the management team

  • Prepare and implement standard operating procedures and co-ordinate restaurant operations during each shift alongside the General Manager

  • Assess staffing requirements on a continuous basis, to identify current and future needs

  • Joining Paradise management for weekly meetings in which there are discussions regarding growth opportunities, the current state of affairs, upcoming initiatives

  • Compile guest service and food feedback notes to present to Paradise Management and the Chef Team

  • Collaborate with the Marketing team to give insight and provide valuable promotional activities

  • Creation of the bi-weekly staff schedule. Submitted to staff well in advance of the scheduled shift date.

  • Assist General Manager in the coordination of private events and special events within the spaces

  • Participate in an educated dialogue between the front-of-house and back-of-house management teams regarding profit/loss, revenue management, labor control, marketing initiatives and staff engagement.

  • Liaise closely with the Chef de Cuisine and Sous Chefs to control costs by reviewing portion control and waste management.

  • Assist General Manager with inventory analysis and stock take using systems set forth by Paradise. This will include but is not limited to wine, beer, liquor/spirits, smallwares, and dry goods

  • Perform other duties as required or assigned, within a certain delegated scope

Requirements

Work Environment:

  • The work environment can be loud and busy

  • There are many kitchen hazards such as hot surfaces, liquids, sharp knives and slippery floors

  • This position regularly requires long hours and weekend work

Physical Demands:

  • The employee is required to stand for up to 12 hours at a time as well as walk, bend, stoop, climb, balance, kneel, and crawl

  • The position requires working taste buds, ability to smell, feel with fingers and visually inspect, including close and distance vision

  • Lifting and/or moving up to 20 lbs. regularly; occasionally lifting and/or moving up to 50 lbs.

  • Manual dexterity required to use computer and peripherals

Experience:

  • A combination of 2-4 years of managerial experience in high-standard restaurant or 3-5 year of experience in high-volume restaurant in a senior front-of-house position 

  • Knowledge of safety, sanitation and food handling procedures

Skills:

  • Ability to manage one’s self calmly and effectively under pressure

  • High energy, personable, and team-oriented collaborator

  • Fast-paced independent worker

  • Seeks new demanding challenges

  • Passionate about the food service sector

  • Knowledge of the F&B world, both at home and abroad

  • Proficient in Google Apps, Skype, Excel, Word, Outlook and PowerPoint

How to Apply

Please email your cover letter and resume to the Paradise Hiring Committee at keegan.ferguson@paradiseonbloor.com with the subject line: Job application: Operations Manager, Osteria Rialto + Bar Biltmore