Guest Service Director

4 weeks ago

Barrie, Ontario, Canada Cineplex Full time

About the Role:

Cineplex is seeking a highly skilled and experienced Service Manager to join our team. As a Service Manager, you will be responsible for ensuring that our venues meet the highest standards of service and operations.

Key Responsibilities:

  • Establish and maintain excellent guest service and provide an exceptional guest experience across all departments in the venue.
  • Maintain the seamless operation of all amusement, food and beverage, guest service, and retail operations.
  • Ensure that the facility consistently meets legislative cleanliness and safety standards, including regular monitoring of the restaurant, gaming floor, redemption, mezzanine gaming areas, and restrooms.
  • 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 and events within the venue, providing exceptional guest service.
  • Understand and effectively follow all company 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 the 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 (bar, service floor, host/call center, amusement, and groups and events).
  • 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 company programs and the maintenance of company 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 (weekly, monthly, and year-end) are accurately completed on time, and actioned 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 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 company 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.
  • Other duties as assigned.

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 350-500F.
  • 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. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable.

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