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Assistant General Manager, Hospitality

Churchill, MB Full-time $62500.00-$71875.00/year

Since 1987, Frontiers North Adventures has hosted guests in and around the subarctic community of Churchill, Manitoba to dine beneath the northern lights, drift amongst beluga whales, and lock eyes with wild polar bears. As a Certified B Corporation™, our guiding foundation is our unwavering passion for Canada’s North — its extraordinary wildlife, wide-open landscapes, and the remarkable people and their customs.

Frontiers North Inc. (Frontiers North) is comprised of two business units: Frontiers North Adventures and Frontiers North Hospitality. In addition to our tours and activities we operate restaurants, accommodations, and a retail store in Churchill, Manitoba and our corporate head office is in Winnipeg, Manitoba. Our team is united by a shared vision of stewardship, ensuring we leave a positive impact on the people and environments we serve while delivering world-class experiences. Together, we are hosts.

We are currently recruiting versatile, adventure seeking Assistant General Manager, Hospitality for a permanent position in Churchill with Frontiers North!

JOB SUMMARY

The Assistant General Manager (AGM), Hospitality, supports the General Manager (GM), Hospitality, in overseeing daily operations across all Frontiers North Hospitality (FNH) properties, including the Tundra Inn, Tundra Pub, Ptarmigan, and staff accommodations. The AGM, Hospitality is pivotal in preparing for seasonal openings, training FNH team members, and stepping in to manage hotel and restaurant operations when needed. This role ensures operational excellence, exceptional guest experiences, and alignment with Frontiers North Inc.’s (Frontiers North) commitment to corporate social responsibility and operating sustainably.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational Excellence:

Actively monitor and enhance the guest experience across all FNH properties by addressing concerns, improving service efficiency, and maintaining cleanliness and comfort.
Ensure timely execution of seasonal start-up and shutdown processes for all FNH units.
Oversee seasonal start-up and shutdown processes for all FNH properties.
Maintain readiness for inspections and regulatory compliance, ensuring all licenses and permits are up to date.
Identify opportunities for operational improvement and waste reduction.

Guest Relations:

Build and maintain strong relationships with guests, setting a service standard for the team.
Respond efficiently and accurately to guests’ concerns.
Promote the FNH brand and reputation through community engagement, events, and word-of-mouth marketing.

Financial Administration and Inventory Management:

Supervise inventory management, including ordering, tracking, and vendor relations, ensuring cost efficiency and compliance with Frontiers North’s responsible purchasing protocols.
Assist in tracking operational costs, including labour and restaurant and hotel supplies and equipment expenses, to ensure alignment with financial goals.
Ensure accurate and timely reporting of revenues, expenses, and reconciliations.
Ensure employee-reported hours align with actual hours worked and address discrepancies promptly.
Assist in identifying cost-saving opportunities and implementing operational improvements.

Restaurant Leadership:

Serve as the acting restaurant manager when needed and/or in the absence of restaurant managers, including maintaining a strong floor presence during service periods, onboarding and training Front-of-House (FOH) employees, overseeing service standards, resolving guest concerns, and managing daily operations.
Collaborate with the GM, Hospitality and the Head Chef to align on menu items, pricing, and upcoming events

Hotel Leadership:

Maintain a strong presence at the hotel including onboarding and training front-desk and housekeeping employees, overseeing service standards, resolving guest concerns, and managing daily operations.
Support the GM, Hospitality, by providing backup and as-needed assistance with hotel front desk, housekeeping, administration, and other duties at the Tundra Inn.
Collaborate with the GM, Hospitality and hotel management to align on rates, services, and group bookings.

Team Leadership:

Collaborate with human resources to recruit, hire, and onboard new and returning FNH seasonal employees.
Coach and motivate FNH team members daily, fostering ongoing development, inclusivity, and a positive service culture.
Develop and deliver protocols for training FNH team members on service standards, Point of Sale (POS), Property Management System (PMS), and other systems, equipment usage, and health and safety standards.
Monitor daily employee performance, provide constructive feedback, handle issues confidentially, and promptly submit documentation to the GM, Hospitality.
Model and enforce standards for employee uniforms, personal protective equipment (PPE), grooming, and ensure employees are fit for duty.
Schedule employees to optimize productivity, reduce labour costs, and comply with Manitoba Employment Standards for hours of work, breaks, and overtime.
Ensure compliance with employment legislation, including scheduling required breaks, arranging adequate coverage during breaks, and ensuring employees take their breaks as scheduled.

Travel and Staff Housing Coordination:

Coordinate housing assignments for all out-of-town Frontiers North employees.
Manage move-in/move-out procedures, including arranging cleaning, key collection, and room inspections.
Ensure proper handover of accommodations, verifying that units are in good condition at the start and end of occupancy
Ensure staff accommodations are clean, organized, and fully equipped with furniture, kitchen supplies, bedding, and linens.
Coordinate staff housing maintenance and repair needs, notifying the GM, Hospitality, of critical issues.
Enforce staff housing rules and address issues promptly to maintain a positive and respectful living environment.
Communicate with landlords about properties leased by Frontiers North, administer lease agreements, and ensure compliance with lease terms.
Act as the primary point of contact for employees regarding staff housing matters.
Coordinate with the Frontiers North Adventures human resources and logistics teams to confirm flights and/or train travel for all new and returning employees arriving in and departing from Churchill.
Arrange for transportation for arriving and departing employees to and from the Churchill airport or train station.

Teamwork & Organizational Culture:

Collaborate with and assist other members of the Frontiers North team to achieve organizational goals.
Maintain open communication and cooperation with other staff to ensure a friendly, collaborative, and efficient working environment.
Communicate with coworkers using approved messaging platforms, such as Slack and 7shifts, and established communication protocols.
Assist in the training and support of new hospitality team members including contributing to the development and maintenance of departmental standard operating procedures (SOPs).
Participate in cross training to strengthen teams, create more opportunities for advancement within the company, and create redundancies for periods of employee leaves and turnover.
Actively participate in company meetings.
Uphold the behaviours of a safe, respectful, and inclusive workplace that recognizes and respects diversity and individual differences.
Understand Frontiers North’s values, mission, and strategic plans to support the organization.
Understand, respect, and support Frontiers North’s commitment to corporate social responsibility and operating sustainably.

SPECIFIC KNOWLEDGE, SKILLS, AND ABILITIES

Post-secondary education in hospitality, hotel, or food and beverage service management or an acceptable combination or education and experience.
3+ years in a leadership role, such as a Restaurant or Hotel Manager, Front Office Manager, Front Desk Manager, or equivalent.
6+ years of experience working in the hospitality industry with progressive responsibility in hotel, restaurant, or related operations.
Previous experience working in remote or seasonal operations is highly valuable.
Strong leadership skills with experience in team development.
Advanced operational knowledge of restaurants and hotels, including inventory control, scheduling, and expense tracking.
Valid Smart Choices, Food Handlers, and Clean It Right certification or the willingness and ability to obtain.
Valid driver’s licence is required; Class 4 (passenger vehicles) is an asset.
Effective written and verbal communication skills in English; other languages are an asset.
Demonstrated ability to use POS and PMS systems.
Demonstrated ability to use a computer, including Mac operating systems, Google Workspace, Microsoft Office, Internet, and server databases.
Mathematical / financial acumen.
Strong time management skills and the ability to prioritize tasks with minimal supervision.
Flexibility and resourcefulness to problem solve challenges that arise from working in a remote, northern location.
Excellent customer service skills, including interpersonal skills, empathy, and patience.
Must be able to work individually and as part of a team.

SPECIAL CONDITIONS OF EMPLOYMENT

Job is located in Churchill, Manitoba, a northern, remote location only accessible by train or air travel.
The ability to travel by air and/or train is required. Occasional travel is required.
Mix of restaurant dining room, commercial kitchen, and office environments.
Must be of legal age to serve liquor.
Must be able to endure long periods of sitting, using a computer and mouse, and viewing information on a computer monitor.
Must be able to stand and walk for 8-12 hours per day, bend, crouch, and climb stairs.
Must be able to safely lift up to 23 kilograms (50 pounds).
Must be able to work in close proximity to a variety of potential food allergens including, but not limited to citrus, strawberries and other fruits and vegetables, peanuts and other nuts and legumes, pork, poultry, beef, bison, shellfish/seafood, fish, and other meats.
Must be able to work in close proximity to a variety of cleaning chemicals including bleach and other sanitizers.
Must be able to work flexible hours and split-shifts including mornings, days, evenings, weekends, and holidays.
Overtime will be required during evenings, weekends, and on holidays, especially during peak seasons.
Must be legally entitled to work in Canada.

PERKS!

Fantastic company discounts on and opportunities to experience Frontiers North Adventures tours and activities
Great staff discounts at all Frontiers North properties (Tundra Pub, Tundra Inn, The Ptarmigan, Fifty-Eight North retail store)
Company events
Free gym access
Free shared staff accommodations or generous Northern living premium
Paid travel to Churchill, MB (conditions apply)

EQUAL OPPORTUNITY EMPLOYER

Frontiers North Inc. is proud to be an equal opportunity workplace and is committed to creating an inclusive and respectful work environment for all our employees. Hiring and other employment decisions at Frontiers North are made based on merit and without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, gender, pregnancy, sexual orientation, record of offences, age, marital status, family status, religion, or disability.

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