Front of House Service Manager

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  • Toronto
  • Hours Full-Time
  • Start Date Flexible

The Company
The Second City is the premier brand in improv-based sketch comedy and the world’s largest school of improvisation with theatres and training centres in Chicago, Toronto, and Hollywood. The company has many full time touring ensembles, the Harold Ramis Film School, and a thriving B2B division focused on hands-on learning, digital content, and consumer insight.  Founded in 1959, the company continues to grow rapidly in size and influence.

Position Overview
The Front of House Service Manager is responsible for assisting the Operations Manager in managing nightly operations of all F&B services to Second City’s Theatre and Training Centre facility. Main responsibilities include: managing nightly service staff and bartenders, monitoring quality control of all food & beverage, and creating/implementing policy for F&B procedures with a goal of gaining efficiencies and deliver customer service excellence.

This is a full-time, exempt position reporting to the Toronto Operations Manager. Benefits include medical, dental, vision, RRSP with employer match, PTO and free shows!

Core Responsibilities

  • Conducts nightly pre-shift meeting with all service staff to communicate nightly staffing assignments, special service requirements, event and group details and special promotions.

  • Uses a hands-on approach to management and holds service team members accountable while leading by example to build morale and spirit. Effectively communicates goals and objectives and inspires associates to go above and beyond to achieve goals and deliver exceptional service.

  • Regular ongoing monitoring of staff to ensure the adherence to pre-established policies and procedures, delegation of duties, conflict resolution and willingness and ability to engage in effective communication with management, peers and guests.

  • Provides exceptional guest service; circulates regularly through buildings FOH areas, communicates with guests in order to assess service and quality and resolves customer issues as needed.

  • Works closely with the Guest Services Manager to communicate ways to solve inefficient guest services processes and improve guest experience.

  • Maximize operational efficiency of the theaters

  • Maintain compliance with all local codes and laws applicable to public places of entertainment

  • Assist with keeping beverage COGS at or under the correct percentage

  • Assist in keeping labor costs at or under the correct percentages by monitoring and optimizing nightly staffing levels

  • Helps to maintain safety protocols, training programs and cost controls of the theatres

  • Oversee nightly closing procedures (proper collection of cash and checkouts, verifying punch in/outs, handle nightly disciplinary issues, etc.)

  • Ensure that credit control procedures are strictly adhered to.

Required Qualifications

  • Must have minimum 3 years experience in a similar role.

  • Demonstrates exceptional energy and stamina; upholds the highest quality standards for food, service and staff management.

  • POS system management, as well as Windows and Excel experience.

  • Clear verbal communications skills.

  • Excellent time management skills

  • Must be self-motivated and results oriented

  • Required to work flexible hours including evenings, weekends & holidays.

  • Experience in all aspects of customer service and people management.

  • Exceptional conflict resolution, negotiation, and objection handling skills.

  • Able to respond quickly in a dynamic and changing environment

  • Training, coaching, and mentoring skills are essential

  • Must have money-handling skills; verify floats, deposits, debit/credit card transaction.

We are an open, inclusive workplace and welcome applicants who bring along with them diverse life experiences, including every permutation of economic and cultural backgrounds, orientation, ethnicity and points of view. We strive to continue our efforts to work with people who may otherwise be marginalized or underrepresented in our business and around our Toronto community.