Service Manager - Director of Restaurants and Bar

Tiempo Completo

Find Your Shangri-La in Shangri-La.

Shangri-La has been creating joyful moments through heartfelt hospitality since 1971 – and that spirit continues to guide us today.

As we look ahead to new horizons, we invite you to be part of our growing Shangri-La family and make a meaningful impact in the world – through joy, shared purpose, and our Asian art of hosting.

Located in the heart of the city, Shangri-La Toronto is an elegant sanctuary, nestled between the bustling business and entertainment districts. With the city’s best shopping, sports, live theatre, and cultural venues in proximity, guests enjoy unparalleled access to Toronto's vibrant offerings.

Shangri-La Toronto

As a Service Manager – Director of Restaurants and Bar, assist the Hotel Manager in the overall administration and operation of the F&B Outlets in sections appointed, to maximize profits. To ensure maintenance of quality standards, colleague performance and customer satisfaction.

Key Responsibilities:

• Demonstrate a high level of integrity, provide a 5-Star experience to Guests and Colleagues in providing true Shangri-La hospitality from a caring family.
• Manage Food & Beverage colleagues and effectively coach, train, motivate, communicate, recognize, schedule, provide performance feedback, maintain high levels of team spirit and conduct performance correction on an ongoing basis
• Monitor and ensure smooth operations of the sections appointed (Lobby Lounge, Bar, Patio, In Room Dining, Restaurant if applicable)
• To have complete knowledge on the food / beverage / service available in sections appointed
• Effective participation in coordinating and controlling these departments
• Conduct regular tours of front and back of F&B operations to check on set-up / service / food quality / general maintenance / cleanliness
• Recommend improvements in all aspects of the appointed sections as appropriate
• To brainstorm / keep updated on new technology to improve work efficiency
• Co-ordinate with the Executive Chef on the set-up, implementation and sales of all outlet promotions and menu planning
• Ensure system in place to monitor and grow the F&B outlet database
• Establish a yearly promotion plan and assist with menu planning and monitor implementation
• Establish a festive season calendar
• Establish a yearly entertainment concept and monitor budgets
• Liaise and attend promotional activities directed towards the press to introduce new menus and restaurants, etc.
• Provide Marketing Department with information needed for mailing, advertising, direct mail and press releases
• Participate in effective colleague management
• Initiate weekly F&B schedule while monitoring labour expense
• Lead colleague motivation and team building
• Observe colleague individual performance / grooming / punctuality, and perform colleague appraisals / disciplinary actions, as required
• Ensure that colleagues are equipped with proper working environment / tools / knowledge to enable them to be productive and efficient
• Ensure that all materials, equipment and machinery are properly used and regularly cleaned, in order to prolong usage
• Ensure application of procedures and regulations to colleagues concerning hygiene and sanitation / fire and safety / emergency procedures
• Maintain regular guest contact to obtain feedback / create future and potential clients
• Proper and tactful handling of verbal complaints from guests and respond to guest critique forms
• Conduct and attend F&B division and departmental meetings, as required
• Ensure smooth and effective communications between F&B and other departments in the hotel
• Meet regularly with key suppliers to discuss new products, flaws in existing products, maximize discounts, sponsorships
• Ensure that quality of food / beverage / service provided are consistently maintained
• Keep informed of new products on the market
• Effective participating and control in inventory taking / costs / breakage
• Approve food / beverage / general requisitions in sections appointed
• Practice economy of food, beverage, paper supplies, electricity and water
• Assist the Hotel Manager in the planning of budget / forecast / CAPEX / P&L for the division
• Implement appropriate and effective measures to improve control of costs / expenses / labour
• Undertake other ad hoc related responsibilities, as required.

About you:

• Drives results – Strives for service excellence in Food & Beverage with demonstrated understanding of international fine dining, wine and service standards commensurate the leading hotels in high profile cities in the world.
• Customer Service Excellence-exceptional service style, genuinely warm presence, friendly
• Detail oriented – Strong organization skills with exceptional attention to detail.
• Business and financial expertise –Demonstrates financial acumen, knowledge of successful yield management techniques, Shangri-La operational elements, and operates within established hotel practices, policies and procedures.
• Communication – Excellent verbal and written communication with 100% fluency in English. (additional languages desirable)
• Decision-making and problem solving – Responds promptly and reasonably when making decisions, ultimately ensuring successful problem resolution.
• Exceptional leadership - Inspires colleague commitment, loyalty and motivation though progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility.
• Develops a culture of trust and develops the competencies of all individuals under his/her supervision.
• Strives for innovation and shares knowledge.
• Coaches and mentors – Fosters a climate of continuous learning, growth and improvement, with a strong commitment to the career development of others.
• Ethical conduct and responsibility – Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.
• Technology proficiency– Fully competent with current Windows based programs, point of sale and Micros point of sale system.
• Minimum 4 years Food and Beverage management experience, preferably in a luxury environment
• Minimum 2 years work experience as a department head in an international class hotel.
• Previous Shangri-La Hotels and Resorts experience highly preferred or comparable experience with key competitor.
• Diploma / Degree in Food and Beverage / Hospitality Management, or equivalent.
• Salaried position- required to work evenings, weekends, and/or holidays when applicable.
• Must be eligible to work in Canada.

Why Join Us

• A workplace that values your passion and supports self-realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.

We appreciate your interest in joining us. Please note that only successful candidates will be contacted.

Shangri-La, Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request.