Service Manager

• Regulate inventory levels of liquor, wine, and beer to maximize revenues and contribution margins. Place orders with suppliers to ensure par stock levels are maintained
• Ensure updated competitive analysis to provide maximum contribution potential
• Identify and minimize “front of house” operational inefficiencies
• Update all employee manuals, opening and closing duties and event binders twice a year
• Research, source, cost and implement a new beverage and wine list two times a year
• Regularly monitor market trends and new liquor, wine, and beer products
• Work with the General Manager to ensure liquor, wine and beer pricing structures are consistent with market expectations and demands to ensure targeted contribution margins
• Maintain the POS system and online ordering platform to allow for proper tracking of sales both in the Bistro 67 and Pantry, while maximizing revenue

• Responsible for supervising customer service operations by actively managing the dining room floor and catering functions
• Handle complaints from customers, clients and staff. Follow-up with staff and the Executive Chef / General Manager to improve practice and thus avoid ongoing customer complaints
• Efficiently manage and maintain the reservation system. Assure that proper staffing levels are in place at all times. Maximize capacity in the restaurant for regular business hours and special occasions
• Network with customers and clients to encourage repeat customers and additional revenues for CFF / Bistro '67
• Anticipate roadblocks and opportunities for a given shift and implement strategies to overcome obstacles and maximize opportunities
• Liaise and maintain high levels of customer service and communication with culinary staff, academic staff, students, CFF General Manager, Associate Dean and all associated departments
• Responsible for the supervision and training of all part-time and student front of house employees / academic placements
• Ensure that all staff are in proper uniform at the start of their shift
• Check daily Events Calendar to know what is happening at the Centre for Food at all times
• Keep the Bistro '67 FOH team aware of upcoming events, so they can actively promote them to guests
• Manage customer inquiries and large reservation inquiries. Look for opportunities to grow the customer base and revenues for CFF / Bistro '67
• Oversee the day-to-day operations of the restaurant and catering events. Ensure that rooms are set, reservations in place, floor plans ready, Bistro '67 tables set to standard, maintain equipment and overall cleanliness
• Work with the Executive Chef / Sous Chef to hold daily pre-shift meetings
• Attend weekly Food & Beverage team meetings

• Process daily cash, reconcile end-of-day receipts, track discrepancies and monitor daily sales trends
• Analyze daily records, statistics and reports that capture sales, productivity and labour costs

• Monitor financial performance to include sales and costs. Work closely with the General Manager to make necessary recommendations and implement change as requested
• Ensure that staff assignments are consistent with college policies, procedures and collective agreements
• Ensure the efficient use of human and financial resources within the restaurant
• Maintain a high level of staff performance through effective recruiting, selecting, developing, teaching, mentoring, evaluating and discipline of staff
• Handle complaints from staff, students and customers. Conflict resolution as required

• Marking various food operations and take a direct role in promoting Bistro '67, Pantry and the Centre for Food, students and programs with customers and industry
• Assist the General Manager to develop functions, internal events and related programs to promote the restaurant and maximize revenue
• Maintain marketing material inventory, create social media content to increase awareness and drive revenue to Bistro '67 and Pantry
• Assist in developing the company marketing strategy; targeting both internal and external customers
• Build a solid customer base through networking and social media

• Arrange biannual training sessions for FOH team for product knowledge and service standards
• Develop staff training packages for new menu launches that include menu item recipes and preparation methods, beverage pairing recommendations, allergen awareness and follow up quizzes
• Work directly with the Executive Chef to manage the FOOP/REST classes in Bistro '67
• Assure that the student experience is in line with the course outline and learning outcomes are met
• Work closely with the students to provide feedback and the proper tools to align FOH and BOH operations
• Update the FOOP/REST course materials, attendance, menus, recipes, floor plans and general information every semester

• At least 2-3 years work experience in a management role; restaurant management preferred.
• Demonstrated skills as are required by the hospitality industry
• Smart Serve Certified
• Must be proficient in Silverware POS operation, electronic reservation systems (Open Table) and word processing/spreadsheet programs such as Microsoft Office.
• Excellent communication, presentation, management, human relations, and conflict resolution skills, including the ability to handle student, staff and customer complaints, behaviour issues, and work effectively with a wide variety of customers, teams and groups.
• Excellent skills in work organization and handling confidential information.
• Able to work independently.
• Effective Time Management Skills.
• Demonstrated commitment to equity, diversity and inclusion in all matters related to students, staffing and programming.

Durham College