Manager Service
Manager Service
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Job Description
Work location:
Roundhouse The Rec RoomCity:
TorontoWhat you will do:
The Service Manager (SM) shall work to ensure policies procedures and standards are being followed and adhered to in all guest facing and culinary areas within their location. Responsibilities shall include the protection of Company assets people inventory and facilities as well as the planning evaluation and monitoring of operations merchandise and financial areas within multiple departments to maximize sales and profitability. The SM will support directly with the locations accountability for the guest experience and profit and loss performance of the venue against budget.
The Service Manager is expected to professionally execute all company programs supporting the operation of the business; reduce employee turnover; maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality and service consistently high. It is important for the Service Manager to have both a vision and the ability to maintain a culture of hospitality and positive morale and a focus on building the benchstrength of the Supervisor and Hourly compliment by providing coaching and feedback.
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 of Company programs and the maintenance of Company standards.
- Drive sales through professional managing staffing and operational plans to ensure profitability.
- Manage the inventory and shrinkage of all designated departments by ensuring all inventory counts (weekly monthly & yearend) 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.
Qualifications
- 13 years of experience managing a high volume restaurant or venue with the primary focus being on guest service excellence.
- PostSecondary 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 and people management.
- Demonstrated ability to lead a team during high volume business periods in multiple departments.
- Strong working knowledge of restaurant industry principles methods practices and techniques.
- Ability to supervise employees including organizing prioritizing and scheduling work assignments.
- Strong conflict resolution negotiation and objection handling skills.
- Ability to respond quickly in a dynamic and changing environment.
- Highly flexible with strong interpersonal skills that allow one to work effectively in a diverse working environment.
- Proven experience in training coaching and mentoring supervisors and employees.
- Ability to build and maintain lasting relationships with corporate departments key business partners employees and guests.
- Ability to effectively communicate both verbally and in writing.
- Ability to coordinate and organize meetings exhibits and other events.
- Proficient with Microsoft Office Suite.
- Required to work flexible hours inclusive of evenings and weekends.
- Provincially applicable sell sale and handling of alcohol certificate.
Working Conditions:
- Some travel may be required.
- Ability to attend and conduct presentations.
- Standing for extended periods of time.
- Exposure to hot grill or oven with temperatures as high as 350500F.
- Exposure to walkin refrigerator with temperatures as low as 40F.
- Exposure to walkin freezer with temperatures as low as 0F.
- Manual dexterity required to use desktop computer and peripherals.
- Extended hours as required
Inclusion & Diversity
Cineplex its subsidiaries and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverseworkforce. We encourageand welcomeapplications from all intersectional walks of collective sum of our individual differences experiences knowledge innovation selfexpression uniquecapabilitiesand talent represents a significant part of our culture. By valuing a diverse workforceweenforce hiring practices that are fair and equitable.
Accessibility
We are committed to improving access and opportunities for all individuals including those with disabilities by identifying and removing barriers that may prevent inhibit or restrict their access to employment oporunities. If you require accommodation at any stage of our hiring process (application interviews assessments and placement) please contact us ator via email at .
While we appreciate all interest only those candidates selected for an interview will be contacted.
Required Experience:
Manager
Employment Type
Full-Time
