Manager, Hospitality Services

at  Royal Ontario Museum

Are you passionate about culture, the arts, natural history, and science? Are you keen on how these elements aesthetically come together to tell the many stories of humanity? Join our team at ROM and consider a fulfilling career as Manager, Hospitality Services.

POSITION SUMMARY:

As a key member of the Event Sales team, the Manager of Hospitality Service Operations plays a crucial role in driving the success of event and program hospitality at the Royal Ontario Museum (ROM). Reporting directly to the Assistant Vice President of Event Sales, this dynamic position is pivotal in ensuring the delivery of top-quality customer service and excellence in both Front of House (FoH) and Back of House (BoH) hospitality services. The ideal candidate will lead with innovation, oversee the development of engaging beverage programs, and maintain effective partnerships to enhance the ROM’s event experience.

QUALIFICATIONS:

• Possession of an undergraduate degree in Hospitality Management or a Community College Diploma in Hospitality/Hotel Management.
• At least 5 years of relevant experience in the hospitality industry, specifically in roles such as Food and Beverage Service Manager or Supervisor.
• Demonstrated superior service skills, with a focus on enhancing client satisfaction, maximizing sales revenue, and managing costs effectively in alignment with ROM’s fiscal policies and strategic objectives.
• Exceptional tact, diplomacy, and sensitivity to diversity, crucial for managing diverse teams (catering, bartending, and service) and serving a broad spectrum of clients and guests.
• Proven communication and interpersonal abilities, with the capacity to prioritize and efficiently complete multiple tasks within tight deadlines.
• Experience with computer word processing and familiarity with industry-specific software such as Delphi, Word, Excel, and FreePour.
• Willingness and ability to work flexible hours, including evenings and weekends, based on the event and program schedules, and to participate in hospitality sector events or meet project deadlines.
• French language proficiency is considered a valuable asset.

• Spearhead the daily operations of FoH and BoH hospitality services for ROM events and programs, ensuring seamless execution and exceptional service standards.
• Champion outstanding FoH customer service, setting high standards for hospitality operations and ensuring these are consistently met or exceeded.
• Creatively develop and maintain exciting beverage menus, including a broad selection of wines, spirits, beers, and non-alcoholic options, managing the procurement process to align with event themes and customer preferences.
• Directly oversee the ROM Hospitality Service team, fostering a culture of excellence, continuous learning, and adherence to ROM’s hospitality guidelines. Ensure the team possesses in-depth knowledge of catering and beverage services to deliver unparalleled customer experiences.
• Act as the primary contact for Catering and Bartender Staff Agencies, managing contracts and collaborations to ensure staffing needs are efficiently met with qualified professionals.
• Maintain a proactive relationship with the Alcohol and Gaming Commission of Ontario (AGCO) to manage all aspects of ROM’s liquor service, including licensing and compliance within designated areas.
• Oversee the management of event beverage inventories, ensuring accuracy and alignment with ROM’s fiscal policies and financial guidelines, including budget adherence and inventory control.
• Take on other responsibilities as assigned, contributing to the continuous improvement of the hospitality services and overall event experience at ROM.