Shift Lead - Dublin Calling Vancouver

Shift Lead | Dublin Calling

The MRG Group

Vancouver, BC

About Us

The MRG Group is a leader in experience creation. In operation since 2008, The MRG Group has grown to become Canada’s largest independent entertainment company, and through its ownership of 10 hospitality properties and 6 venues across Canada, the business is passionate about providing positive shareable experiences for its guests, 500+ employees, and partners.

In addition, The MRG Group owns and operates an events business, travel company, digital publication, and ticketing service Admit One. In 2021, the business expanded its presence into the US, signing its first venue deals with properties in New York and California later that year.

The Role

Reporting directly to the Manager, the Shift Lead will act as Manager on Duty and be responsible for the in venue day to day to support the business operations. We’re big on sharing positive vibes, teamwork, and creating experiences guests want to come back for. All we ask is that you bring a great attitude, strong people skills, and are ready to jump in!

Shift Leadership & Operations

• Execute daily opening and closing procedures with strict adherence to operational, security, and financial protocols.
• Lead daily shift huddles to align the team on goals, focus areas, and daily targets.
• Manage real-time staffing levels and floor coverage to ensure seamless service.
• Enforce uniform standards and ensure all team members are on the floor and ready for their shifts on time.
• Oversee end-of-shift reporting, including the facilitation of voids and promo approvals in alignment with company guidelines.
• Manage inventory logistics, supporting the team with the receiving, stocking, and organization of goods.

Guest Experience & Quality Assurance

• Champion an exceptional guest experience, leading by example and fostering a passion for service excellence.
• Resolve guest escalations efficiently, turning challenging situations into positive outcomes.
• Maintain product consistency and service quality, providing actionable feedback to the leadership team.
• Identify and report maintenance or repair needs for equipment and facilities to ensure uninterrupted operations.
• Support the execution of corporate and local marketing programs, sales initiatives, and venue activations.

Team Development & Culture

• Cultivate a positive work environment by recognizing and reinforcing individual and team accomplishments.
• Support employee onboarding and venue-specific training to accelerate new-hire success.
• Provide constructive feedback to leadership regarding staff shift performance and operational bottlenecks.
• Prioritize health and safety, ensuring strict compliance with all operational policies to protect guests and staff alike.

Knowledge, Skills, Abilities

• Minimum 1 year of experience in a Shift Leader, Key Holder, or supervisory role within the hospitality or food and beverage industry.
• Proficiency with hospitality software systems, specifically Square and OpenTable.
• Valid Serve it Right certification.
• Strong, positive communication skills.
• A collaborative approach to team success.
• Natural troubleshooter capable of navigating challenges in a dynamic, fast-paced environment with creative solutions.
• Highly trustworthy with a proven commitment to doing the right thing and leading by example.
• Ability to adapt to a fast-paced environment, with the understanding that occasional after-hours correspondence may be required due to the nature of operations.

What's in it for you?

• Competitive hourly rate
• Participation in the MRG Travel Ambassador Program
• A fun and casual environment. You will be joining a close-knit, innovative team of creative and energetic go-getters
• Employee Discounts to our concerts/shows, at our hospitality venues
• A welcoming, fun and safe work environment where everyone can show up authentically to work each day and feel respected
• Career development opportunities with a company that encourages individuals to learn and grow.