Shift Manager (FT, Weekday Evening)

About Sweat & Tonic:

Sweat and Tonic (S&T) is Toronto's most innovative and exciting boutique fitness and wellness hub, offering the widest collection of expertly programmed yoga, Pilates, HIIT, and ride group fitness classes in Canada. S&T creates a curated, immersive fitness experience for sweat addicts to challenge their minds and bodies within a community that grows, succeeds, and celebrates together. With premium spa facilities, high-tech biohacking amenities, café, and bar offerings, members can recharge, recover, and reignite. Tonic House, the multi-functional lounge, workspace and event venue, inspires collaboration and innovation. Since opening in 2019, we've innovated and expanded our state-of-the art classes across multiple channels: In-studio, Sweat in the Park, Sweat Live, Sweat on Demand, and Sweat on the Roof – a one-of-a-kind, outdoor rooftop fitness studio in the heart of downtown Toronto. In 2023, we opened our first international sister location, Silver Springs, a boutique yoga and Pilates oasis in the heart of Los Angeles, and a new 25,000 sq.ft. immersive fitness & wellness hub in Toronto at The Well. This is a unique, once-in-a-lifetime opportunity to become a part of a passionate, dynamic team that is here to disrupt the fitness industry.

About the Role:

We are in search of a committed and enthusiastic full-time Shift Manager for our Yonge/Shuter location, who is passionate about advancing their career and ensuring exceptional guest services. The Shift Manager possesses natural leadership skills and is a proactive individual who collaborates effectively with all team members. 

As a valued member of the Front of House team, they will lead by example, actively engaging with guests, fostering positive and lasting relationships within our community. The Shift Manager will spend a significant proportion of each shift leading by example in performing both routine and complex guest transactions. 

The Shift Manager has oversight for all aspects of the operation. They have responsibility over front-of-house, back-of-house and Tonic Bar operations and are reponsible for the coordnation and performance of all team members on shift. They excel at on-the-spot problem solving to ensure the smooth operation of all technological components that make up the in-person guest experience. They are a skilled coach, eager to teach and guide others to success. As the most senior visible staff member, the Shift Manager shows a level of excellence in the resolution of difficult guest situations and is a source of trust and an example to others in this regard. The successful candidate will play an active role in the hiring and training of the team with which they will work on a daily basis. 

Shift Managers must display a level of natural comfort in challenging situations and will be trained in the safe de-escalation of situations of inventory loss management (theft) and challenging situations with members of the downtown community who find themselves tresspassing on Sweat and Tonic property.

Primary Job Responsibilities:

• Appointed ‘keyholder’ role, responsible for facility opening and closing procedures.
• Oversee all daily operations including front-desk, back-of-house and Tonic Bar ensuring all departments are set up for success to deliver excellent brand standards.
• Plays a crucial role in hiring and onboarding new team members.
• Perform training for new team members according to pre-determined brand standards which the Shift Manager will help set. 
• Leads by example in demonstrating excellent proficiciency in all aspects of FOH, Tonic Bar and back-of-house roles.
• Plays an active role in standardising systems and processses and keeps team training guides and SOP documents current and organised. 
• Plays an active role in solving scheduling issues and finding shift coverage when necessary. 
• Adept at effectively resolving challenging guest interactions.
• Possesses the ability to address tasks with deadlines in mind while also demonstrating keen judgment in recognizing and prioritizing essential assignments.
• Conduct daily ‘pre-shift’ meetings by briefing team members about the upcoming day/week and individually brief team members with later start times.
• Lead both Front of House (FOH) and Back of House (BOH) shift teams to ensure the delivery of a premium brand experience during all shifts.
• Strategically plan shifts and delegate operational duties among team members.
• Execute guest services in strict adherence to standard operating procedures.
• Handle account inquiries proficiently via phone, email and in-person.
• Act as the go-to person for guest recovery situations while on duty.
• Safely de-escalate situations of shoplifting and/or trespassing (formal training will be provided).
• Proficiently troubleshoot A/V issues in fitness studios.
• Provide detailed shift reports to the management team through written communication.

The role includes approximately 40 scheduled hours per week. The candidate must have availability Monday through Friday from 2:15pm - 10:30pm. Overtime may be required per the demands of the business. 

About You:

• Demonstrated 1-2 years of experience in customer service, administration, and/or hospitality, preferably with a premium brand.
• At least 1 year of proven experience in a supervisory role, successfully leading a small team.
• Strong written and verbal communication skills, exhibiting excellence in effectively conveying information.
• Exceptional customer service skills, showcasing a commitment to delivering outstanding service experiences.
• Self-motivate and possess a collaborative, team-oriented approach to work
• A person interested in health and fitness considered a valuable asset.

Compensation and Benefits:

• $50k - $55k dependant on experience. 
• Quarterly bonus incentive program
• Comprehensive health benefits
• Unlimited S&T membership for you and a loved one
• Additional paid vacation day on your birthday
• Annual salary appraisal
• 40% off at Sweat and Tonic shop
• 20% off at Tonic Bar
• Access to discounts at up to 5,000 retailers across Canada
• Employee Assistance Program
• Top-up parental leave
• Up to $2,500 tuition reimbursement annually
  

Inclusion and Equal Opportunity Employment:

We are an equal opportunity employer. In addition, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

To learn more about Sweat and Tonic:

Visit: www.sweatandtonic.com