Guest Service Manager presso Big Al's

Description

If you’re passionate about exceptional guest experiences, our Guest Service Manager could be the perfect next step in your career! In this role, you’ll oversee all staff performance and ensure that our team provides superior guest service on every shift. You’ll be visible and readily accessible to both staff and guests; ready to solve any issues that arise with creative solutions that exceed expectations. If you’re up to the task of creating amazing moments for both our guests and our staff, apply today!

WHAT YOU WILL DO: Manage the operations for all Front of House areas to include restaurant, bowling, events, and arcade. This position will manage employees to provide first-class guest experiences in addition to maintaining the efficiency of the team, tools and time.

• Manage all Guest Service day-to-day operations within budgeted guidelines and to the highest standards.
• Monitors department Inventory & Budgets.
• Investigate and resolve guest complaints and complete guest incidents and process.
• Must have full knowledge of the process for serving alcohol within the premises to state codes.
• Help F&B Manager to manage delivery and to-go ordering.
• Recruit, interview, hire, train, and appraise talented personnel.
• Provide two-way communication and provide an ownership environment with an emphasis on motivation, culture, and leadership.
• Schedule staff hours and assign duties.
• Completes reviews, manage proficiency checks, manage staff with time and attendance compliance along with work ethics. Conduct coaching’s and separations with the coordination of HR and General Manager when necessary.
• Manage invoicing and receiving of department orders as well as merchandising of the reward center.
• Manage and coordinate Events.
• Comply with all health and safety regulations. Participate in the Safety Committee.
• Conducts alcohol and age restriction control in accordance with company policies & state/local codes.
• Interact with guests by table touches & help Food & Beverage Manager with disputes & feedback.
• Partner with GM and Facilities Manager on marketing initiatives and guest promotions.
• Partner with the GM regarding guest chargebacks and daily money handling responsibilities.
• Performs all shift duties as required by General Manager.
• Provide superior guest service and satisfaction by being visible and readily accessible to our guests and employees.
• Follows Company guidelines for managing confidential information, guest satisfaction and supervising Guest Service associates.
• Ensures satisfactory maintenance, appearance, and condition of assigned facilities to comply with security, safety, and environmental codes and ordinances.
• Enforces compliance with all local, state, federal regulations and company policy pertaining to safety and loss prevention.
• Opening & closing duties, including checking all doors and setting the alarm or disengaging the alarm upon entering.

WHAT YOU NEED TO DO THE JOB:

• Exceptional knowledge of systems. Paycom, Embed, Brunswick and Toast are preferred.
• Advanced skills in MS office programs, especially MS Excel.
• Demonstrated first-class level of guest service and de-escalation skills.
• Awareness and ambassador of safety and cultivating an inclusive team culture.
• Demonstrated exceptional personnel management skills and ability to effectively collaborate with others.
• Proactive leadership skills with exceptional initiative and problem-solving abilities.
• Knowledge in atmospheric engineering (AV/lighting)
• Inventory and budget management experience.
• Knowledge in alcohol licensing and serving laws. Ability to obtain Alcohol certification.
• Ability to obtain Food Handlers Certification and/or SERV Safe or HACCP Certification or equivalent

Qualifications

EDUCATION and/or EXPERIENCE: at least four years of Customer Service Management experience; restaurant or entertainment management is preferred.