Guest Experience Manager

MAKE YOUR IMPACT

Impact Kitchen is on a mission to empower our community to eat healthy, nutritionally-dense foods with a focus on quality and sustainability. We know that what you eat matters, and we seek to make an impact by choosing local, ethically-sourced ingredients that will nourish you and help you thrive everyday.

Founded in 2015, Impact Kitchen is the brainchild of former personal trainer and nutrition expert, Josh Broun, and Frank Toskan (co-founder of M·A·C Cosmetics).

In addition to our 7 restaurants located within Toronto’s core, Impact Kitchen fuels many of the city's major sports teams and top athletes through our catering and culinary programs and partnerships.

Guest Experience Manager

As a Guest Experience Manager (GEM) at Impact Kitchen you set the hospitality standard high and are passionate to ensure guests enjoy their experience. Responsible for leading the guest experience (front of house) team to success. Our GEM’s lead the guest experience team in creation of positive interactions at all moments in the guests journey. You create a sense of community while your team takes orders, servs or sides. You partner with your Culinary Experience counterparts on the team ensuring great teamwork. The Guest Experience Team is the first point of contact in our guest’s journey and the last point before they leave.

Compensation

Guest Experience Managers earn $50,000 per year with opportunity for a $5,000 yearly bonus. They participate in a tip-pooling program, benefit from a meal stipend, receive a substantial discount on Impact Kitchen products and have flexible scheduling to accommodate a healthy balanced lifestyle.

TEAM & DEPARTMENT

Guest Experience Managers make an impact everyday through leading our front-of-house operations, supporting the Restaurant General Manager in running a profitable business and being a role model for Impact Kitchen’s brand and values. The GEM maintains all of the restaurant's assets, leads front of house recruitment, training, employee schedules and operational efficiency. The GEM coaches and trains our Guest Experience Team Members. In this role you will have the opportunity to collaborate with colleagues from multiple levels of the organization. The Guest Experience Team Lead reports to the Restaurant General Manager.

The GEM reports to: Restaurant General Manager

Core Responsibilities

Daily

• Providing best-in-class hospitality to Impact Kitchen guests, vendors and delivery partners.
• Review daily reporting, and through direction from the GM, understand the focus of the day to day operations that need to be executed
• Daily systems check, manager logbook review and action plan follow-up
• Coach staff. Set the tone and drive systems and operating standards through continuous training, role modeling and spot-checking procedures. Lead huddles and include notes of praise
• Guest relations, log and handle concerns with timely follow-up. Ensure proper communication and handover to the General Manager as needed
• Oversee and ensure customer satisfaction and operational excellence; log & handle any concerns or comments with timely follow-up

Weekly

• Review weekly KPI’s and discuss opportunities and action plans through weekly meetings with the Restaurant General Manager
• Manage inventory; maintain a minimal but adequate level of supplies. Establish par stocks for all non-food and beverage supplies while tracking invoices and reconciling via SimpleOrder. Reconcile and report on petty cash
• Master the Guest Experience schedule; aligned to sales volume, budget and business needs and produce the weekly payroll reports that include the reconciliation of tips
• Manage people development opportunities; recruitment, on-boarding and training

Monthly

• Monthly business review with GM; analysis on monthly pay performance indicators (KPI’s), performance vs budget, action plans, staffing levels, bench strength and recruitment
• Complete reviews & conduct monthly progress updates with all staff

Quarterly

• Town hall, culture events and leadership training initiatives
• Management strategy meeting
• GM discussion on personal & career development

Annual

• Participates in the annual budgeting process for the location

Always

• Brand ambassador of Impact Kitchen at all times
• Qualified in all aspects of Front of the House leadership

Skills

• 2 years of restaurant team leadership & management
• Excellent communication skills; ability to communicate effectively, respectfully and work well with others in a team based setting
• Ability to execute and thrive in a quick paced hospitality environment
• Exceptional time management and organizational skills with the ability to multitask when required
• Be able to work in a standing position for extended periods of time
• Availability to work days, evenings, and weekends as business requires
• Champion for food safety and public health practices
• Food Handlers Certification
• Barista experience

Inclusion at Impact

Impact Kitchen feeds a diverse community and is made stronger by a diverse team. We welcome and encourage applications from our entire community equally. As an Equal Opportunity Employer, the decision to hire is based solely on business needs, experience and future potential. Hiring is not determined or influenced by any classification of an individual as protected by the laws that govern the region for which the prospective individual would work within. This is true for all practices and policies within the employee journey/lifecycle.

Impact Kitchen supports alternative ways to interview and encourages applications from individuals with disabilities. Should you require a reasonable accommodation, please indicate in your application. Both Impact Kitchen management and the applicant share responsibility to communicate and reasonably accommodate.

Seniority Level

• Mid-Senior level

Employment Type

• Full-time

Job Function

• Management and Manufacturing

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