Employer: Rogers Blue Jays Baseball Partnership
Position: Manager, Fan Experience & Concessions
Terms of Employment: Full-time / Permanent
Location: Toronto, Ontario
Employment Address: 1 Blue Jays Way, Toronto, ON, M5V 1J1
Hours of Work: 40 hours/week
Language: English
Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy. Eligible for health and dental benefits, medical insurance and defined benefit pension.
Salary: $ 70,865.6 CAD / year
Contact: Please send resumes to tbj.careers@bluejays.com and include “Manager, Fan Experience & Concessions” in the email subject line.
Reporting to the Vice President, Fan Experience and Concessions, the Manager, Fan Services & Concessions will provide support for game day operations with a focus on Food and Beverage related requirements. Collaborating closely with our third-party Food and Beverage concessionaire, the Manager, Fan Services and Concessions will play a key role in delivering an elevated F&B experience for our fans.
Duties:
• Work with the Vice President, Fan Experience and Concessions to plan, organize, and evaluate current operating processes and create strategies for increasing process effectiveness with food and beverage services
• Assist in determining, defining and communicating service standards to the Concessionaire, monitor and track their action planning and results
• Working collaboratively to ensure recruitment and staffing, training, menus, pricing, speed of service, customer service and presentation adhere to Toronto Blue Jays brand standards
• Working alongside Legends, establish staff work schedules and monitor staff performance
• Assist in creating advance documents on food and beverage (F&B) initiatives for all part-time staff, working with internal departments such as Ballpark Experience & Operations, Facilities, Promotions & Events etc. for all baseball games, concerts and hospitality events to ensure seamless communication
• Monitor fan feedback (with a focus on Food & Beverage), resolve customer complaints, identify, and communicate trends and themes and share with internal stakeholders and external partners
• Partner with Strategy and Insights team to monitor fan satisfaction and perceptions related to the Food and Beverage offerings in the ballpark and recommend modifications to procedures and prices if needed
• Ensure health and safety regulations are being followed
• Track action planning to drive positive change
• Alongside ticket strategy committee, coordinate the development of fan ticketing offers or discounts, test and monitor operational execution
• Lead, engage and support the process of Capital Planning; manage and monitor food and beverage revenues and related capital spend
• Collaborate with the Corporate Partnerships team to plan/execute partner initiatives
• Create and maintain a master template for digital menus for both baseball and concerts/events and work with the Game entertainment & Technology teams to ensure successful execution
• Work with the Digital Marketing team to create, review and update digital content. For example, information on the website related to Food and Beverage
• Plan and coordinate the conversion of Food and Beverage offerings (signage, menus) from / to baseball to concerts
• Act as point of contact for game day/concert requirements/requests
• Conduct pre gate readiness checks and in game/event observation
• Conduct annual research into other teams and venues for F&B best practices and experiences in baseball and events
• Contribute to the overall success of the Fan Services operations by performing all other essential duties and responsibilities, including supporting game-day duties, as required
• Build and maintain strong working relationships with internal departments and part-time staff
• Contribute to creating and maintaining a collaborative culture
• Assist with negotiating arrangements with suppliers for food and beverage concession and onboard new food and beverage partners by evaluating research to determine optimal location, offerings, and fan experience
• Collaborate with partners and partnership team to execute partner commitments, with a focus on operations, activations, and planning to ensure partner objectives
• Project manage fan facing initiatives including planning, collaboration, communication to stakeholders, as well as oversight of execution and assessment of results
Requirements:
• 3+ years of experience in the food and beverage service sector
• Previous supervisory experience in the food and beverage service sector is required
• 2+ years of experience working in hospitality in a professional sports or live entertainment setting
• College diploma in sports, business, hospitality or events is required
• Ability to work evenings, weekends, holidays, all 81 home games, and concerts/events as required
• Superior organizational and project management skills
• Passionate about service excellence and fan satisfaction
• Superior written and verbal communication skills
• Ability to multitask in fast-paced work environment and meet deadlines
• Exceptional problem-solving skills
• Resilience in effectively handling and diffusing difficult situations
• Proficiency with Microsoft Office programs and CRM tools
• Ability to walk and stand on concrete for long periods of time; walk up and down ramps and high/steep stairs; bend, stretch, engage in repetitive motions, push; pull and carry items for a short distance
• Ability to be exposed to loud noises and flashing/bright lights and screens
• A team player who will establish and maintain strong relationships with internal and external departments to reach desired result
• Knowledge of the game of baseball and the Toronto Blue Jays is considered an asset
• Detail oriented and a highly effective communicator
• Passionate about offering excellent customer service
• Thrive in a fast-paced high-volume working environment
• Enjoy building and managing tracking processes
• Passion for motivating and inspiring others
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