Operations Manager
2 weeks ago
Overview
Cineplex is a leading entertainment company in Canada, providing innovative and engaging experiences for its customers.
Estimated Salary: $60,000 - $80,000 per year
About the Role
The Operations Manager will play a critical role in ensuring the seamless operation of our venues, focusing on delivering exceptional guest service and driving sales and profitability.
Key Responsibilities
- Establish and maintain excellent guest service standards across all departments
- Maintain the seamless operation of amusement, food and beverage, guest service, and retail operations
- Ensure compliance with legislative cleanliness and safety standards, including regular monitoring of restaurants, gaming floors, redemption areas, mezzanine gaming areas, and restrooms
- Complete daily, weekly, and monthly checklists and ensure inspections are up to date according to internal and external requirements
- Drive financial performance by executing gaming initiatives while keeping costs in line
- Execute groups and events within venues, providing exceptional guest service
- Understand and effectively follow 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
- Deliver employee training and execute development strategies for assigned areas 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 efficient execution of Company programs and maintenance of Company standards
- Drive sales through professional execution, managing staffing and operational plans to ensure profitability
- Manage inventory and shrinkage of all designated departments by ensuring accurate completion of inventory counts and taking action 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 cash handling policies and procedures
- Share best practices across departments to increase performance levels and guest satisfaction
- Manage 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, implementing appropriate action(s) for performance and behavioral management
- Investigate and address staff concerns in a timely manner to maintain a positive work environment
- Ensure timely communication of player and departmental scheduling requests
- Maintain a working knowledge of statutory regulations affecting restaurant health and safety and ensure rectification of identified safety hazards
- Follow provincial Health, Food Safety, and Liquor Service legislative requirements
Qualifications and Requirements
- 1-3 years of experience managing a high-volume restaurant or venue with a focus on guest service excellence
- Post-secondary education in business and/or hospitality preferred
- Ability to analyze customer needs and offer suitable options, solutions, and resolutions
- Experience in customer service and people management
- Demonstrated ability to lead teams during high-volume 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 dynamic environments
- Highly flexible with strong interpersonal skills for effective teamwork
- Proven experience in training, coaching, and mentoring supervisors and employees
- Ability to build and maintain relationships with corporate departments, key business partners, employees, and guests
- Effective verbal and written communication skills
- Proficient in Microsoft Office Suite
- Flexibility to work varied hours, including evenings and weekends
Working Conditions
- Suitable for someone willing to travel occasionally
- Ability to attend and conduct presentations
- Standing for extended periods
- Exposure to hot grill or oven temperatures as high as 350-500F
- Exposure to walk-in refrigerator temperatures as low as 40F
- Exposure to walk-in freezer temperatures as low as 0F
- Manual dexterity required for desktop computer use
- Extended hours as needed
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