Gestionnaire, Service à la clientèle / Manager, Customer Service

Manager Hospitality & Guest Services

Duration: Regular Full Time
Reporting to the Director PRC Enterprise Services the Manager, Hospitality & Guest Services is responsible for the operational management of the City’s hospitality venues and guest-service portfolio, including restaurants, cafés, banquet halls, event facilities, and catering services. In this role your responsibilities will include ensuring high-quality guest experiences, maintaining operational efficiency, providing staff leadership, and effectively generating revenue within hospitality service lines. You will participate in implementing short and long term plans, programs and policies to meet the existing and emerging needs of Council and customers in addition to establishing goals and objectives with the division while supporting strategic direction set by the Director. Additional responsibilities include preparing operational strategies and readiness plans for potential expansion, ensuring cost controls and efficient use of resources, and overseeing menu planning, product offerings, and promotions to maximize customer satisfaction and revenue. You will work with suppliers to evaluate new products and ensure pricing and product development align with budgetary and customer needs. Furthermore, you will manage inventory systems, evaluate reports on stock use, wastage, and shrinkage, and ensure cost-effective procurement. Maintaining effective working relationships with staff, the public, suppliers, user and community groups will be essential in addition to ensuring compliance with health and safety standards, resolving workplace issues, as representing the division as needed. Qualifications include a bachelor’s degree in a related field of study (Hospitality Management/Business) is preferred with a minimum of 5 years of management or executive experience in hospitality and guest services, ideally across multiple service lines such as restaurants, catering, guest services, large-scale food-and-beverage operations, or hotels. The role requires considerable knowledge of policies, rules, methods, practices, materials and procedures used in guest services, hospitality and food service management, and food operations. You will also have considerable knowledge of inventory control and cost pricing; health standards and regulations pertaining to the preparation, serving and sale of food and beverages; budget preparation, management and monitoring; the types, prices, quantities and sources of equipment, merchandise, food and beverages required to provide restaurant and catering services. Optimizing the guest experience, maintaining operational efficiency, providing leadership to staff, and effectively generating revenue within the hospitality service line is a key component to this position. Furthermore, our ideal candidate will come equipped with the ability to manage their responsibilities, communicate clearly and tactfully, build and maintain effective relationships with customers, staff, suppliers and partners. Delivering high quality customer service and maintaining operational excellence is at the forefront of this position while also implementing systems, processes, and services to improve efficiency and service delivery. Management level experience in hotel operations would be considered an asset. Skill in the use of various software applications and a valid Driver’s License for the Province of British Columbia is required.
Please contact People and Culture at View phone number on civicjobs.ca if you do not receive a confirmation email within one hour of submitting your application online at We thank all applicants for their interest; We are grateful to be on this territory as we dedicate ourselves to creating an inclusive and diverse workforce that reflects our vibrant community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.