Supervisor managing Client Solutions team at Aviso Wealth. Overseeing service delivery and team development in a hybrid work environment.
About the role
- Suites Floor Supervisor overseeing event-day operations across assigned suites at Rogers Centre. Ensuring delivery of elevated hospitality service for suite holders and their guests.
Responsibilities
- Supervise suite attendants and other suite-based service staff on assigned levels, providing clear direction, assigning sections, and monitoring performance throughout events without regularly performing bargaining unit tasks.
- Oversee pre-event suite preparation, including verification of setup, cleanliness, equipment functionality, stock levels, and readiness in line with event orders and service standards.
- Monitor in-event service delivery across assigned suites, ensuring timely food and beverage service, attentive host engagement, and adherence to service timelines and standards.
- Oversee post-event breakdown processes, ensuring suites are cleared, equipment is secured, and inventory/consumption documentation is completed by staff accurately.
- Ensure accurate recording of suite consumption (food, beverage, incidentals) and assist in reviewing discrepancies or unusual usage patterns with the Suites Manager.
- Create, implement, and monitor service and sales incentives to motivate suite service teams and drive guest satisfaction and incremental revenue (e.g., upselling, featured items).
- Maximize effective use of labour by coordinating staff deployment based on suite occupancy, client profiles, and event demand.
- Train and coach suite attendants and other suite staff on service standards, product knowledge, responsible alcohol service, and guest relations, including pre-shift briefings and post-event feedback.
- Assist with the use of suite management systems (e.g., event notes, service requests, billing flags) by reviewing entries, following up with staff, and escalating issues to office/management teams.
- Handle suite host and guest inquiries, special requests, complaints, and service recovery situations with professionalism and a solution-focused approach, escalating complex issues when appropriate.
- Collaborate with culinary, bar, and premium operations teams to ensure accurate and timely delivery of orders, last-minute requests, and special dietary needs.
- Ensure all staff follow Legends, Rogers Centre, and regulatory policies, including responsible alcohol service, health and safety, and workplace conduct.
- Support continuous improvement by sharing guest feedback and operational observations with management and participating in initiatives to enhance suite offerings and experiences.
Requirements
- Previous supervisory or lead experience in suites, premium hospitality, catering, or fine dining.
- Experience working in a stadium, arena, hotel, or large-scale event environment is an asset.
- Smart Serve certification and minimum legal serving age as required in Ontario.
- Basic understanding of inventory and consumption tracking in a food and beverage context.
- Working knowledge of safe food handling standards; food handler certification is an asset.
- Familiarity with unionized environments and the boundaries between supervisory duties and bargaining unit work.
- Availability to work flexible hours, including evenings, weekends, holidays, and extended shifts based on the event schedule.
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