Guest Experience Manager

MAKE YOUR IMPACT

At Impact Kitchen , we believe what you eat matters. Since 2015, our mission has been to empower our community to thrive through healthy, nutrient-dense food made with high-quality, ethically-sourced ingredients. From our restaurants in Toronto and New York City to fueling professional athletes, sports teams, and wellness-driven communities, Impact Kitchen is built on passion, purpose, and performance. 

You’d make a great addition to Team Impact if you:

• Bring positive energy and genuinely enjoy connecting with people and building community.
• Thrive in a collaborative environment and believe great teams create great experiences.
• Are passionate about delivering exceptional guest experiences with care and intention.
• Take pride in quality, consistency, and the details that make an impact.
• Have a growth mindset and are excited to continuously learn and develop your craft.
• Are confident and enjoy responsibility.
• Stay composed, focused, and solution-oriented in a fast-paced setting.
• Value cleanliness, organization, and operational excellence.
• Communicate clearly, confidently, and with kindness.

GUEST EXPERIENCE MANAGER

As a Guest Experience Manager (GEM) at Impact Kitchen you set the hospitality standard high and are passionate to ensure guests enjoy their experience. Responsible for leading the guest experience (front of house) team to success. Our GEM’s lead the guest experience team in creation of positive interactions at all moments in the guests journey. You create a sense of community while your team takes orders, serves or sides. You partner with your Culinary Experience counterparts on the team ensuring great teamwork. The Guest Experience Team is the first point of contact in our guest’s journey and the last point before they leave. The natural progression from this role is to Restaurant General Manager. 

COMPENSATION 

Guest Experience Managers earn between $70,000 - $90,000 per year in overall earnings, benefit from a meal stipend, a substantial discount on Impact Kitchen products, have opportunity to enroll in health benefits, earn paid vacation and sick time, and have flexible scheduling to accommodate a healthy balanced lifestyle.

TEAM & DEPARTMENT

Guest Experience Managers make an impact everyday through leading our front-of-house operations, supporting the Restaurant General Manager in running a profitable business and being a role model for Impact Kitchen’s brand and values. The GEM maintains all of the restaurant's assets, leads front of house recruitment, training, employee schedules and operational efficiency. The GEM coaches and trains our Guest Experience Team Members. In this role you will have the opportunity to collaborate with colleagues from multiple levels of the organization. The Guest Experience Manager reports to the Restaurant General Manager.

The GEM reports to: Restaurant General Manager

CORE RESPONSIBILITIES

• Leverage all available resources to deliver a world-class experience for guests, staff, and the Impact Community. 
• Drive training and career development of the Guest Experience team through Impact Academy (LMS) while overseeing staff performance, recognition, and growth.
• Ensure seamless guest experience (FOH) operations by optimizing systems, enhancing communication, and driving efficiency in both dining room service and food & beverage production.
• Utilize Impact’s industry-leading tech stack to support management of the fiscal budget, boost sales, and prime cost control tools while contributing to ownership of P&Ls.
• Lead staff relations by upholding employment standards, addressing concerns, leading mentorship and coaching.
• Support leadership of weekly Restaurant Management meetings, setting clear objectives, tracking action plans, and keeping the team aligned on upcoming initiatives.
• Collaborate and learn from the Restaurant Management and Regional Operations Manager to execute financial goals, team development strategies, and guest satisfaction initiatives.

SKILLS

• 2 years of restaurant team leadership & management
• Excellent communication skills; ability to communicate effectively, respectfully and work well with others in a team based setting
• Ability to execute and thrive in a quick paced hospitality environment 
• Exceptional time management and organizational skills with the ability to multitask when required
• Be able to work in a standing position for extended periods of time
• Availability to work days, evenings, and weekends as business requires
• Champion for food safety and public health practices
• Food Handlers Certification
• Barista experience

INCLUSIVITY AT IMPACT 

Impact Kitchen feeds a diverse community and is made stronger by a diverse team. We welcome and encourage applications from our entire community equally. As an Equal Opportunity Employer, the decision to hire is based solely on business needs, experience and future potential. Hiring is not determined or influenced by any classification of an individual as protected by the laws that govern the region for which the prospective individual would work within. This is true for all practices and policies within the employee journey / lifecycle.

Impact Kitchen supports alternative ways to interview and encourages applications from individuals with disabilities. Should you require a reasonable accommodation, please indicate in your application. Both Impact Kitchen management and the applicant share responsibility to communicate and reasonably accommodate.