What you will do:

Responsibilities will include, but are not limited to, the following:

• Responsible for executing Groups & Events within venue, providing seamless guest service.
• Understand and effectively follow all Rec Room values, policies and procedures.
• Protect and enhance the Rec Room brand.
• Practice and role model Company culture.
• Responsible for maintaining the seamless operation of all games, coat check and retail operation within the Rec Room.
• Ensure that guests are greeted upon arrival, and questions or concerns are promptly and courteously resolved.
• Ensure that all Front of House staff are dressed appropriately at all times.
• Ensure that all Front of House areas are clean and tidy at all times.
• Ensure that incoming and outgoing telephone calls are handled promptly and courteously.
• Greet and handle all guest interactions with a high level of professionalism and hospitality.
• Be readily available at all times to resolve all guest concerns using the Rec Room L.A.S.T. model.
• Strive to achieve sales targets while adhering to an established budget during day-to-day operations.
• Ensure that the facility consistently meets the Rec Room and legislative cleanliness and safety standards; this includes regularly monitoring of all guest facing areas.
• Complete all daily, weekly, monthly checklists and according to internal and external (regulatory bodies) requirements.
• Must be able to delegate tasks appropriately to team members.
• Deliver employee training and development for assigned area of responsibility (Bar, Service Floor, Host/Call Center, Amusement, Event Groups / Live Entertainment).
• Conduct practical training of new employees, and provide coaching and feedback.
• Ensure gaming initiatives are executed accordingly to drive financial performance while keeping costs in line.
• Maintain payroll and attendance records in accordance with legislative and the Rec Room requirements.
• Maintain effective communications within and outside of the Rec Room to ensure flawless execution.
• Ensure that the facility consistently meets the Rec Room standards throughout daily operations. This includes ensuring that all stations are fully equipped at the beginning and end of shifts.
• Execute all company programs and service standards on an ongoing basis and provide feedback to the employees and Service Manager to improve the Guest service experience.
• Accurately and efficiently maintain assigned records, Company funds and property in accordance with Company policies and procedures.
• Ensure that any and all variances are handled immediately.
• Anticipate and react to any changes in business levels while maintaining excellent guest service.
• Follow all provincial Health, Food Safety and Liquor service legislative requirements.
• Other duties as assigned.

Qualifications

• 1-3 years of supervisory experience in the food service, retail and / or amusement industry.
• Ability to work flexible shifts, including days, evenings, nights, weekends and holidays, as required.
• Ability to work under pressure while complying with all relevant legislation.
• Excellent leadership, communication, customer service, conflict resolution and interpersonal skills.
• Experience in all aspects of customer service and people management.
• Experience in training will be considered an asset.
• Familiarity with point of sale systems will be considered an asset.
• Demonstrated ability to lead and direct a team
• Strong working knowledge of restaurant industry principles, methods, practices, and techniques
• Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Able to effectively communicate both verbally and in writing.

Working Conditions:

• Interacts with customers, employees and management.
• Standing for extended periods of time.
• Will work flexible shifts.
• Extended hours as required.
• Manual dexterity required to use desktop computer and point-of-sale system, as required.
• Lifting or moving up to 50 lbs may be required.
• Exposure to hot grill or oven with temperatures as high as 350-500F.
• Exposure to walk-in refrigerator with temperatures as low as 40ºF.
• Exposure to walk-in freezer with temperatures as low as 0ºF.
• Some travel may be required.
• Ability to attend and conduct presentations.