Lead Gaming Operations Specialist

3 weeks ago

Burlington, Ontario, Canada Activate Games Full time

About the Role:

The Team Lead at Activate Games works under the direction of the Store Leader, ensuring customers receive a positive experience during their visit to our interactive gaming facilities. This full-time position involves overseeing all staff on shift, providing guidance and assistance as needed, and leading by example to model behaviors around attendance, attitude, and attention to detail.

Key Responsibilities:

  • Answer phones and emails to accommodate customer needs, troubleshoot challenges around bookings, and resolve customer complaints.
  • Perform overrides at check-in, complete daily cash out sheets accurately, create and receive invoices, and take payments.
  • Effective communication to team and customers about the status of the facility, ensuring the best customer experience.
  • Aware of all Activate Programs, ensuring compliance with company standards.

People Leadership:

  • Train new employees, lead with knowledge, and maintain a focus on customer success.
  • Coach and foster relationships with incoming potential customers, existing employees, and management.
  • Oversee staff, delegate tasks, and support them throughout the scheduled shift.

Maintenance and Inventory:

  • Understand and assess maintenance requirements related to inventory management and componentry.
  • Maintain the rooms by delegating cleaning, painting, and required maintenance.
  • Receive, track, and maintain inventory for all maintenance, merchandise, and vending products, and communicate needs to the Store Leader.

Requirements:

  • 1-2 years of previous experience in a similar role is preferred.
  • Ability to work day/evening/weekend shifts.
  • Proficiency in MS Office and related software.
  • Strength in engaging customer relations.
  • Proficient in the use of hand and power tools.
  • Demonstrated collaborator and able to work with teams.
  • Ability to work various shifts starting as early as 8 a.m. and ending at 1 a.m. is required.

About Activate Games:

Activate Games is a technology company building interactive gaming facilities with locations across Canada and the US. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, our services, programs, and activities.

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