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Service Manager
2 months ago
Job Summary:
The Service Manager is a key role within Cineplex, responsible for ensuring exceptional guest experiences across all departments in the venue. This includes maintaining seamless operations, ensuring legislative cleanliness and safety standards, and driving financial performance while keeping costs in line.
Key Responsibilities:
- Establish and maintain excellent guest service and provide an exceptional guest experience across all departments.
- Maintain the seamless operation of all Amusement, Food and Beverage, Guest Service, and retail operations.
- Ensure the facility consistently meets legislative cleanliness and safety standards.
- Complete daily, weekly, and monthly checklists and ensure inspections are up to date according to internal and external requirements.
- Execute gaming initiatives to drive financial performance while keeping costs in line.
- Execute Groups & Events within the venue, providing exceptional guest service.
- Understand and effectively follow all Cineplex values, policies, and procedures.
- Protect and enhance the brand.
- Practice and role model Cineplex 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.
- Deliver employee training and execute development strategies for the area of responsibility.
- Understand and implement appropriate disciplinary action for performance and behavioral 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 Cineplex programs and the maintenance of Cineplex 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 are accurately completed on time and actioned when variances exceed budgeted amounts.
- Execute all Cineplex 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 Cineplex policies and procedures.
- Ensure fair and equitable discipline, in compliance with discipline policy and severity table, implementing appropriate action(s) for performance and behavioral 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.
Qualifications:
- 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 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 F.
- Exposure to walk-in refrigerator with temperatures as low as 40oF.
- Exposure to walk-in freezer with temperatures as low as 0oF.
- 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 diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable.
Accessibility:
While we appreciate all interest, only those candidates selected for an interview will be contacted.
