Suites Floor Supervisor

Duties & 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.
• Maintain 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.
• 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.
• Aid in 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.

Skills & Abilities

• 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.

Knowledge, Skills, & Experience

• 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.