The Supervisor, Hospitality Operations reports directly to the Senior Manager, Restaurants & Training and the Manager, Venue & Sales and is responsible for the overall hospitality services at The Met Pub, as well as all event bookings.
The Supervisor, Hospitality Operations oversees evening operations across the Student Community Centre- including Conference Services and The Met Pub- while also providing oversight of the Kitchen. This role ensures a safe, efficient, and high-quality guest experience during evening hours, actively serving as the on-site supervisor.
As the key operational bridge between the day and night teams, this role directly oversees evening staff. The incumbent holds decision-making authority across labor relations, staffing, inventory control, and real-time event execution to ensure event objectives, service standards, and organizational compliance targets are consistently achieved.
Responsibilities
Job Responsibility #1: HOSPITALITY SERVICES & GUEST EXPERIENCE
· Implements organization’s mission as it relates to hospitality services
· Establishes practices that create a positive hospitality experience for guests
· Oversees timely delivery and high-quality service for all hospitality-related services
· Manages day-to-day evening hospitality operations, ensuring service quality and exceeding expectations of guests
· Champions a proactive culture of workplace safety, ensuring all operations and alcohol service exceed regulatory requirements and industry standards
· Collaborates and liaises with staff to deliver exceptional hospitality services to guests
· Navigates dynamic, real-time operational challenges by executing immediate staffing adjustments, mitigating service disruptions, and resolving guest complaints
Job Responsibility #2: OPERATIONAL MANAGEMENT
· Serves as the primary point of contact for event planners during evening operations
· Ensures all events are fully prepared for execution, including:
- Room setups and floor plan configurations
- Equipment and third-party rental coordination
- Optimal staffing levels and smooth service flows
· Approves and implements last-minute event adjustments and Banquet Event Order (BEO) updates as required
· Conducts regular walkthroughs of all active events to monitor quality control and contract compliance
· Partners closely with Building Services Department (BSD) to align on event coordination, facilities management, and operational logistics
· Manages all bookings for The Met Pub, overseeing the entire process from initial inquiry to final execution
· Tracks and monitors inventory levels, proactively purchasing alcohol, operational supplies, and rental equipment to meet fluctuating event demands
· Maintains and updates POS system, including:
- Menu programming and pricing adjustments
- Button configuration, screen layouts, and item builds
- Database maintenance and optimization
- Troubleshooting POS system during evening service to minimize operational disruptions
· Generates post-event reports summarizing shift performance, operational challenges, and key financial and service metrics
Job Responsibility #3: CRISIS & INCIDENT MANAGEMENT
· Serves as the primary on-site supervisor during evening operations, ensuring compliance, upholding safety protocols, and maintaining service quality
· Acts as designated point of contact and decision-maker during critical operational disruptions (e.g. staff/guest incidents, equipment failures, high-risk security concerns)
· Ensures work is being performed safely and in compliance with the organization’s health and safety policy and program
Job Responsibility #4: TEAM MANAGEMENT
· Leads, mentors, and supports a team of professionals and student staff, fostering a positive, collaborative, and learning-focused environment
· Promotes a culture of respect, integrity, teamwork, and professional development
· Provides ongoing coaching and performance feedback to foster a motivated, high-performing team environment
· Fosters clear and consistent communication to ensure alignment on team goals, expectations, and priorities
· Creates staff shift schedules including, time off and ensuring adequate shift coverage
· Conducts daily payroll reconciliations for all evening shift staff including, auditing, reconciling, and finalizing daily shift payroll and hours tracking
· Participates in recruitment, selection and hiring processes to support effective workforce planning
PERFORMS OTHER DUTIES AS ASSIGNED
Requirements
EDUCATION:
· Degree/diploma in Hospitality, Hotel or Restaurant Management or other related field and/or equivalent in experience
· Smart Serve Certification
EXPERIENCE:
· Two years of progressive experience in hospitality, food & beverage, or event operations
· Previous supervisory or management experience
· Experience with scheduling, inventory management, and POS systems (Silverware preferred)
COMPETENCIES/PERSONAL ATTRIBUTES:
· Customer-service oriented
· Highly professional in approach
· Excellent leadership abilities with experience managing a mixed team of professionals and students
· Excellent communication and interpersonal skills
· Strong organizational and planning abilities, with the capacity to manage multiple priorities
· Excellent time and priority management
· Thrives in fast-paced environments, using sound judgment to evaluate options, troubleshoot issues, and make decisive, informed choices under pressure
· Ability to work well under pressure, handling multiple demands that are non-sequential
· Willingness to approach your work with compassion and empathy
· Flexible and adaptable; able to work both independently and as part of a team
TECHNICAL SKILLS:
· Knowledge of safety standards and regulations, requirements and procedures
PHYSICAL EFFORT & WORKING CONDITIONS:
· This position requires routine physical activity, with standing for extended periods in high-energy settings
· Most of the incumbent’s time is spent in loud, crowded venues with direct exposure to alcohol service
· Flexible schedule, including availability to work evenings, weekends, and holidays as needed
DESIRED QUALIFICATIONS:
· Food Handler Certification
· Experience working at a non-for-profit or charity
· Experience working in a unionized environment
· Experience working with a predominately young workforce (ages 18-24)
Pay: $60,000.00 per year
Benefits:
- Casual dress
- Company pension
- Dental care
- Life insurance
- Paid time off
Work Location: In person
