Restaurant / Amusement Service Supervisor

Work location:
Square One The Rec Room

City:
What you will do:
Do you have a passion for new and exciting nationwide business ventures? Would you love to be part of a team that’s expanding from coast to coast in Canada? Do you want to play a crucial role in changing the landscape of entertainment in Canada? Now that I have your attention and have peaked your interest - let’s tell you a bit about this revolutionary new concept called _The Rec Room_.

The concept features a wide range of entertainment options: a large attractions area featuring state of the art simulation games, redemption gaming for prizes, and a variety of recreational games including luxury bowling, billiards, shuffleboard and ping pong. There is an auditorium-style venue offering live entertainment - musical acts, bands and comedians - and also features a theatre-sized, high definition screen for catching the game or watching a wide range of other entertainment programming. The Rec Room offers an upscale casual dining environment, featuring an open kitchen and a contemporary menu offering everyone’s favourites, as well as an “eatertainment-style” concept in the games area. A large centre bar area with adjacent stage includes impressive digital displays and serves as the gathering spot for watching the big game or other major events. The Rec Room integrates a cutting-edge interactive technology platform that enhances all aspects of the entertainment experience.

Cineplex Entertainment, headquartered in Toronto, Ontario, is currently recruiting for the position of Restaurant/Amusement Service Supervisor - The Rec Room Square One, reporting to the Service Manager. This position will be based at our Square One location at 100 City Centre Drive in Mississauga.

The Service Supervisor, is responsible for supporting the Player team in all guest service areas to ensure Rec Room standards are maintained, maximizing revenues and profits to agreed budgetary limits while ensuring memorable service is delivered to our guests. Guest service areas include: bar, service floor, host / call centre, amusement floor, trophy case, feature attractions, Events, Groups / Live entertainment. The Service Supervisor will focus on resolving customer complaints, issues, and the professional development of the staff within the department. The Service Supervisor should maintain a culture of hospitality and positive morale, and a focus on building the bench-strength of their team compliment by providing coaching and feedback.

Responsibilities will include, but are not limited to, the following:

- Responsible for executing Groups & Events within venue, providing seamless guest service.
- Understand and effectively follow all Rec Room values, policies and procedures.
- Protect and enhance the Rec Room brand.
- Practice and role model Company culture.
- Responsible for maintaining the seamless operation of all games, coat check and retail operation within the Rec Room.
- Ensure that guests are greeted upon arrival, and questions or concerns are promptly and courteously resolved.
- Ensure that all Front of House staff are dressed appropriately at all times.
- Ensure that all Front of House areas are clean and tidy at all times.
- Ensure that incoming and outgoing telephone calls are handled promptly and courteously.
- Greet and handle all guest interactions with a high level of professionalism and hospitality.
- Be readily available at all times to resolve all guest concerns using the Rec Room L.A.S.T. model.
- Strive to achieve sales targets while adhering to an established budget during day-to-day operations.
- Ensure that the facility consistently meets the Rec Room and legislative cleanliness and safety standards; this includes regularly monitoring of all guest facing areas.
- Complete all daily, weekly, monthly checklists and according to internal and external (regulatory bodies) requirements.
- Must be able to delegate tasks appropriately to team members.
- Deliver employee training and development for assigned area of responsibility (Bar, Service Floor, Host/Call Center, Amusement, Event Groups / Live Entertainment).
- Conduct practical training of new employees, and provide coaching and feedback.
- Ensure gaming initiatives are executed accordingly to drive financial performance while keeping costs in line.
- Maintain payroll and attendance records in accordance with legislative and the Rec Room requirements.
- Maintain effective communications within and outside of the Rec Room to ensure flawless execution.
- Ensure that the facility consistently meets the Rec Room standards throughout daily operations. This includes ensuring that all stations are fully equipped at the beginning and end of shifts.
- Execute all company programs and service standards on an ongoing basis and provide feedback to the employees and Service Manager to improve the Guest service experience.
- Accurately and efficiently maintain assigned records, Company funds and property in a