Suites Floor Supervisor

ASM Global•Ottawa, ON

2d•Onsite

About The Position

The Suites Floor Supervisor is responsible for overseeing event-day operations across an assigned group of suites at Rogers Centre, ensuring consistent delivery of elevated hospitality service to suite holders and their guests. This is a supervisory role that provides direction and oversight to bargaining unit staff and does not perform bargaining unit work, except for instruction/management training, unexpected legitimate and immediate needs, emergencies, or when regular employees are not available, as permitted under the applicable collective agreement. The role works closely with the Suites Manager and Premium leadership to uphold Legends’ service standards, support revenue goals, and maintain a seamless suite experience.

Requirements

Strong supervisory and leadership skills with the ability to direct, motivate, and support a front-line hospitality team in a premium environment.
Excellent guest service and interpersonal skills, with the ability to engage professionally with suite holders, VIPs, and diverse guest groups.
Strong organizational and time-management skills, with the ability to oversee multiple suites and issues simultaneously.
Effective problem-solving and conflict-resolution skills, including sound judgment in sensitive guest situations.
Clear, confident verbal communication skills for pre-shift briefings, in-the-moment coaching, and guest interaction.
Comfort using POS and suite/event management systems, as well as basic office applications, to support operations and documentation.
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.

Nice To Haves

Experience working in a stadium, arena, hotel, or large-scale event environment is an asset.
Food handler certification is an asset.

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 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.