BIG HUG Hospitality - General Manager

Who We Are

BIG HUG Hospitality is the team behind some of Toronto’s most celebrated restaurants, including Mimi Chinese, Sunnys Chinese, and Linny’s.

At BIG HUG Hospitality, our mission is simple: we are in the experience business. Our people-first culture is built on inspiring and empowering our team to deliver meaningful moments in an environment that is deeply focused on the guest experience. Together, we are committed to creating best-in-class hospitality experiences through exceptional food, thoughtful service, and a strong team culture.

We are seeking an experienced General Manager to oversee daily restaurant operations within the BIG HUG Hospitality group. This role is responsible for leading and supporting the team, delivering exceptional guest experiences, managing staffing and scheduling, ensuring compliance with health and safety standards, and maintaining high levels of service, quality, and efficiency across all areas of the business. This posting is for a currently existing vacancy.

What You’ll Do

• Work closely with stakeholders to support daily restaurant operations, maintain service standards, and drive continuous improvement across the business.
• Manage daily Front-of-House restaurant operations.
• Deliver superior service and maximize customer satisfaction. Establish and enforce operational strategies to meet quality and customer service standards.
• Respond efficiently and accurately to customer complaints.
• Establish and manage vendor relationships for Front-of-House ordering (including wine and spirits). Regularly review product quality and research new vendors when necessary.
• Organize, schedule and supervise shifts.
• Appraise staff performance and provide feedback to improve productivity and development.
• Estimate future needs for goods, equipment, and alcohol. Maintain stock for Front of House supplies accordingly.
• Build and maintain a positive work culture through teambuilding initiatives and strict adherence to company policies and Talent procedures.
• Oversee the recruitment and retention of Front of House staff.
• Organize and lead regular meetings to discuss issues and updates, ensuring team alignment.
• Ensure compliance with sanitation, health, and safety regulations.
• Monitor and control operational costs and identify measures to cut waste.
• Create detailed reports on weekly, monthly and annual revenues and expenses. Meet with the direct manager twice per week to discuss restaurant operations.
• Evaluate and improve operations and financial performance to ensure profitability (ie, waste, labour metrics, etc.)
• Train new and current employees on proper customer service practices. Create and maintain training manuals for each Front-of-House position.
• Work with stakeholders to develop and enforce established policies and procedures.
• Implement policies, protocols, and systems to maintain future restaurant operations: inventory tracking systems, Front-of-House ordering system, reservation system, and point-of-sale (POS) systems.
• Work with Finance and Talent teams to ensure accurate and timely processing of payroll and tip payments.
• Create tip schedule and define tip allocation plan.
• Design a strategy and set goals for the restaurant's growth. Provide solutions to issues (e.g. profit decline, employee conflicts, loss of business to competitors).

What You’ll Need

• Previous experience in a management or leadership role in a full-service restaurant or hospitality environment is required.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Excellent communication and customer service abilities, with a friendly and approachable demeanour.
• Strong organizational and multitasking skills, with attention to detail and the ability to prioritize tasks effectively.
• Flexibility to work evenings, weekends, and holidays as required.
• Knowledge of various operational systems. Bonus if you are familiar with any of the following: Silverware, Push, Atlas, TripleSeat
• Excellent customer service skills

Compensation and Benefits

BIG HUG Hospitality offers a competitive salary and benefits package, including health insurance, profit sharing, and opportunities for professional development.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, colour, ancestry, national origin, religion, creed, age, disability, sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital status, military and veteran status.