Club Manager | Etihad Park

ASM Global•New York, NY

2d•Onsite

About The Position

The Club Manager is responsible for managing the operations of the Tunnel Club at Etihad Park during all events, with a focus on personnel leadership, operational execution, and guest service. The role supports the Senior Director of Hospitality in delivering consistent, high-quality guest service, managing labor and inventory performance, and maintaining compliance with company policies and regulatory requirements.

Requirements

Strong supervisory and leadership skills with the ability to direct, motivate, and develop supervisors and front-line staff in a high-volume, fast-paced environment.
Strong customer service orientation and the ability to maintain high service standards consistently across multiple locations.
Strong organizational and problem-solving skills, with the ability to manage multiple priorities and make sound decisions under pressure.
Proven ability to resolve conflict among peers, employees, and guests with professionalism and fairness.
Strong communication skills, both verbal and written, for interacting with staff, management, union representatives, and guests.
Ability to build positive working relationships and promote a collaborative, respectful work environment.
Proficiency with POS systems, inventory management tools, and basic office applications for reporting and analysis.
Ability to interpret and apply policies, collective agreement provisions, and regulatory requirements for day-to-day operations.
Ability to work non-traditional hours (nights, weekends, and holidays as necessary.)
2-5 years of supervisory experience in a high-volume, fast-paced, food and beverage, or hospitality environment.
Familiarity with unionized environments and experience managing unionized employees.
Working knowledge of inventory control systems, cost management, menu development and costing, and basic financial reporting.
Working knowledge of inventory and POS systems used in concessions or quick-service operations.
Demonstrated understanding and working knowledge of cooking or quick food service operations.
Understanding of safe food handling policies and standards; food handler certification is an asset.
Understanding responsible alcohol service regulations and best practices.
Team player with the ability to work as an individual contributor when required.

Nice To Haves

food handler certification is an asset

Responsibilities

Manage the pre-event preparation process for assigned areas, delegating work to supervisors and ensuring the Club is ready for service.
Provide supervision and consistent presence during events, managing in-club and bar service, monitoring service delivery, and proactively addressing operational issues and gaps without regularly performing bargaining unit tasks.
Promote effective front-of-house and back-of-house teamwork and communication across the club’s operations.
Oversee a smooth event setup and breakdown process, including verification of staff execution of opening and closing duties, inventory movements, and equipment checks.
Create, implement, and monitor service and sales incentives to motivate staff and drive performance in guest service, speed of service, and per-capita sales.
Maximize the effective use of labor and equipment by strategically deploying staff based on event demand, sales patterns, and operational needs.
Ensure accurate completion and submission of electronic payment and event documentation by staff, including end-of-shift reports and related paperwork.
Complete and oversee inventory audits and recounts as required and use data and reports to effectively manage and maintain inventory levels while controlling costs and minimizing waste and shrinking.
Ensure employee break and meal periods are scheduled and managed in accordance with the collective agreement (CBA) and the Employment Standards Act (ESA).
Ensure all staff are well-trained in-service standards, safety, food handling, responsible alcohol service, and Legends policies and procedures.
Ensure staff follow company policies and procedures and complete their assigned duties in a positive, quick, and accurate manner, providing excellent guest service.
Promote good employee relations, engage in effective labor relations practices, and proactively address labor relations issues in collaboration with HR and management.
Perform staff management tasks including participation in recruitment, hiring recommendations, performance feedback, coaching, and corrective action.
Interpret and ensure compliance with Legends policies, procedures, and guidelines, as well as applicable government, regulatory, and accrediting standards and codes.
Oversee responsible alcohol service in assigned areas, ensuring staff follow T.I.P.S regulations and company alcohol policies.
Assist guests with questions, comments, and concerns, resolving issues professionally or escalating to the Senior Director of Hospitality as needed.
Work with staff and the management team to generate and implement new ideas for improving food offerings, service, and operational structure.