Service Manager

Responsibilities

• Responsibilities will include, but are not limited to, the following :
• Responsible for establishing and maintaining excellent guest service and providing an exceptional guest experience across all departments in the venue.
• Responsible for maintaining the seamless operation of all Amusement, Food and Beverage, Guest Service and retail operation.
• Ensure that the facility consistently meets legislative cleanliness and safety standards; this includes regular monitoring of the restaurant, gaming floor, redemption, mezzanine gaming areas, and restrooms.
• Responsible for completing daily, weekly, monthly checklists and ensuring inspections are up to date according to internal and external (regulatory bodies) requirements.
• Ensure gaming initiatives are executed accordingly to drive financial performance while keeping costs in line.
• Responsible for executing Groups & Events within venue, providing exceptional guest service.
• Understand and effectively follow all Rec Room values, policies and procedures.
• Protect and enhance the brand.
• Practice and role model Company culture.
• Recruit, interview, train and coach venue management, and proactively plan for succession.
• Attend regular meetings with AGM, Senior Service Manager, and designated Service Managers to provide feedback, set goals and evaluate performance.
• Delivering employee training and execute development strategies for area of responsibility (Bar, Service Floor, Host/Call Center, Amusement, and Groups & Events).
• Understand and implement appropriate disciplinary action for performance and behavioural management.
• Evaluate and take action to improve departmental turnover and increase employee morale by creating a supportive employee centered environment.
• Plan, evaluate and monitor operations in guest facing areas to maximize sales and profitability through the efficient execution of Company programs and the maintenance of Company standards.
• Drive sales through professional execution, managing staffing and operational plans to ensure profitability.
• Manage the inventory and shrinkage of all designated departments by ensuring all inventory counts (weekly, monthly & year-end) are accurately completed on time, and actioned when variances exceed budgeted amounts.
• Execute all company programs and service standards on an ongoing basis and provide feedback to the Senior Service Manager to improve the Guest service experience.
• Ensure all Players and department cashiers adhere to all cash handling policies and procedures.
• Share Best Practices across departments to increase performance levels and guest satisfaction.
• Manage the inventory and shrinkage of all designated departments.
• Accurately and efficiently maintain assigned records, Company funds and property in accordance with Company policies and procedures.
• Ensure fair and equitable discipline, in compliance with discipline policy and severity table, implementing appropriate action(s) for performance and behavioural management.
• Investigate and action the causes of staff concerns in a timely manner to ensure we maintain a positive work environment.
• Ensure all Player and departmental scheduling requests are addressed and communicated in a timely manner.
• Maintain a working knowledge of all statutory regulations affecting restaurant health and safety, and ensure that any safety hazards are identified and rectified.
• Follow all provincial Health, Food Safety and Liquor service legislative requirements.
• Other duties as assigned.

Requirements

• 1-3 years of experience managing a high volume restaurant or venue with the primary focus being on guest service excellence.
• Post-Secondary education, in business and/or hospitality preferred.
• Ability to analyze and interpret the needs of customers and offer the appropriate options, solutions, and resolutions required.
• Experience in all aspects of customer service

Benefits

Additional Information

City: St John's

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