The General Manager is accountable for managing all staff members and functions as they deliver services to meet or exceed the expectations of our customers, members, and Board.
Oversees the delivery of service excellence in all facilities and support services including the banquet and catering, kitchen and facility maintenance, member's lounge, and social programming.
Identifies and addresses the needs of our customers and members with the goal of creating a culture focused on superior customer service.
Urgently and empathetically attend to customer complaints, ensuring issues are rectified and root causes are identified to prevent or mitigate reoccurrence.
Oversees and works directly with administrative departments including accounting to develop and maintain all controls for COGS, labor expenses, and operating expenses to ensure maximum profitability.
Conduct financial reviews and direct observation audits to ensure what is delegated is completed thoroughly and correctly; coach and where necessary discipline employees where the audit reveals a negative gap in expectation.
Develop and maintain productivity standards and scheduling guidelines for all positions.
Manages the day-to-day operations according to set budgets.
Reviews and approves weekly payroll reports.
Oversees accounts receivable to ensure timely collection of payments and reconciliation of accounts.
Ensures proper completion of monthly inventories, sales, and expenses reporting and accuracy of monthly financial statements.
Oversees the purchasing of all goods and services to ensure the Club is maintaining its quality standards and is getting the best value for all expenditures.
Sales and MarketingCreates the annual sales and marketing plan based on financial guidance from the Board of Directors. The plan will include segmentation of revenues, proposed goals and subsequent activities with costing (promotions, advertising, social media, etc.), and their aligned metrics and key performance indicators.
Maintains an accurate sales forecast report ensuring the delineation of pending and booked business revenue is maintained and updated in a timely and accurate manner.
Aids in the preparation of sales contracts and review each contract before finalization to ensure accuracy.
In conjunction with Board Members and other parties, is active in the community by attending assigned meetings and events.
Within the boundaries of the Communication Policy, is a spokesperson who addresses the media and other public inquiries in a manner that best represents the high standards of the Club.
PeopleFosters an environment of teamwork and accountability by setting performance expectations for all leaders and employees.
Challenges, engages, and supports the team to excel, ensuring goal achievement.
Creates and refines departmental policies, and procedures, and for each job function the standard operating procedures; auditing such to ensure they are consistently adhered to. Coach and where necessary discipline employees where the audit reveals a negative gap in expectation.
Co-create with department leadership, individualized development plans, ensuring ongoing mentorship and appropriate challenges are provided.
Ensure timely and effective communication throughout the organization to ensure the morale of the staff is maintained at a high level.
Oversee Human Resources including all hiring, on-boarding, orientation, training, enforcement of personnel policies and procedures, disciplinary action, termination, and off-boarding processes.
Ensure compliance with all required employment laws.
Operational Planning and ExecutionTo research, and use historical trends, regional and competitive impactors, and other internal and external influencers to create the annual operating budget and proposals for capital expenditures. Seeks approval of the operating budget and capital proposals through presentation and collaboration with the Board of Directors.
Works with Board Members to execute the established operating plan and capital activities in a timely and effective manner, ensuring communication of milestones, and required adjustments to budgets.
Have a continuous improvement mindset, seeking opportunities to improve current Club processes, products, and services to promote quality and overall customer satisfaction.
To successfully communicate and implement all new practices.
Regulatory & Compliance:Adhere to, ensuring completion of training and enforcement of all applicable regulations including but not limited to OHSA, health department regulations, Liquor License and Control Act, and SMART Serve Certification.
To ensure the Club maintains a strong Health & Safety culture and provide leadership and support to the Joint Health & Safety Committee.
Escalates and informs the Board of Directors on a timely basis of any discrepancies in complying with necessary regulations.
In conjunction with department managers conduct an annual review of policies with the goal of continuous improvement and compatibility with regulations and best practices.
FacilityOversee all maintenance and repairs needed throughout the Club and property to ensure deficiencies in equipment and facilities are promptly and efficiently addressed.
Conducts visual inspections of all Club areas frequently to mitigate any issues before occurrence and ensure the Club is positioned in a safe, maintained, organized, and clean manner.
Ensure cleanliness of all back and front of the house areas is maintained at a high standard.
RequirementsMinimum 5 years of experience in a similar role for a customer-service-based business or organization is required.
Post-secondary education in business, hospitality, or a comparable subject is an asset.
Experience in managing a social club or business in the hospitality industry is an asset.
Demonstrated ability to guide a team of managers through a shift in priorities and alignment to the business mission required.
Experience working with and ultimately reporting to a Board of Directors is an asset.
A passion for and/or knowledge of Italian culture and language is considered an asset.
Experience using point of sale, financial, and employee systems, Microsoft Office software is required.
Working ConditionsThis position is primarily administrative but requires the incumbent to at times perform physical duties that require sitting, standing, walking, and lifting up to 50 pounds. Further, the incumbent must have the ability to perform their duties while under multiple deadlines, while being interrupted, and in situations with stakeholders having divergent needs.
The General Manager will lead by example by ensuring they wear and maintain personal protective equipment as outlined by the job function they are engaged in.
The General Manager will be required to be on-site the majority of the time. This job is not eligible for remote work.
Position TypePermanent
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