Supervisor - Hospitality & Guest Services

**JOB TITLE**:_ **Supervisor - Hospitality & Guest Services**_(part-time)_

**LOCATION**:City Centre Park (1089 Langford Parkway, Victoria, BC)

**REPORTS TO**:Director of Operations

**ADOPTED DATE**:August 2025

**OVERVIEW**

Reporting to the Hospitality & Guest Services Manager, the _Supervisor - Hospitality & Guest Services _supports customer-facing operations across the Front of House (FOH) and Guest Services teams. This hands-on role assists in the day-to-day operations of several venues including the City Centre Grille, Langford Lanes, Patio 37, PlayZone, Mini-Golf, and the Eagle Ridge Community Centre. The supervisor also helps supervise recreational programming such as public skating, birthday parties, and seasonal activities including camps and outdoor skating.

The _Supervisor - Hospitality & Guest Services_ contributes to maintaining high standards of customer service and a welcoming guest environment across all touchpoints. Responsibilities include supporting staff on shift, ensuring service protocols are followed, overseeing guest interactions, enforcing policies and procedures, and serving as a key resource for both guests and team members.

The position requires proactive problem-solving, a service-first mindset, and the ability to collaborate across departments to facilitate smooth operations. The supervisor responds to guest inquiries and concerns, ensures that we are compliant with all mandated operational protocols (responsible beverage service, etc.) and promotes a positive workplace culture through open communication, meaningful support, and collaborative “team first” approach.

**TYPICAL DUTIES AND RESPONSIBILITIES**:
**Leadership & Supervision**
- Oversee daily operations under the direction of the management team, including staff supervision, guest flow management, and enforcement of service standards. Responsibilities also include promptly resolving operational issues, supporting team development, reinforcing company policies, and fostering a collaborative, guest-focused environment.
- Monitor and oversee daily activities across all service areas, including City Centre Grille, Langford Lanes, Patio 37, PlayZone, Mini-Golf, Recreational Programming, and the Eagle Ridge Community Centre.
- Provide active supervision of staff and daily operations, cultivating a collaborative work environment that emphasizes accountability, professionalism, and ongoing improvement.
- React to changing business volume and adjust coverage needs, as required.
- Provide consistent feedback to team members, reinforce service standards, and help resolve performance concerns.
- Contribute to team development by encouraging best practices, promoting a positive atmosphere, and providing routine coaching to staff.

**Process Improvement**
- Respond promptly to guest concerns and service disruptions in a positive, solutions-oriented manner, escalating to management when required.
- Observe daily service operations and report workflow challenges.
- Provide comprehensive training in standard service protocols to promote consistency, enhance service quality, and support operational efficiency across all areas of the business.

**Miscellaneous**
- Perform the duties of any role on the team (server, bartender, customer service representative, host, etc.) as needed. Deliver hands-on support during peak periods to sustain service efficiency, assist team members, and ensure a seamless guest experience. Proactively manage high-volume demands while reinforcing team collaboration and maintaining smooth operational flow.
- Educate team members on liquor control regulations and licensing requirements, ensuring consistent compliance through ongoing training, clear communication, and reinforcement of best practices.
- Review cash-outs to verify accuracy and ensure compliance with established financial procedures and controls.
- Complete shift-related checklists, logs, and compliance records (responsible beverage service, etc.).

**REQUIREMENTS**
- Serving it Right certification (or willing to obtain).
- Proven experience in a front-of-house/guest services setting within a restaurant or other hospitality-based service industry.
- Strong organizational and time management skills.
- Strong leadership skills with the ability to train, mentor, and supervise staff.
- Demonstrated excellence in customer service, with the ability to proactively resolve guest concerns, deliver memorable experiences, and cultivate long-term customer loyalty through personalized and attentive engagement.
- Strong interpersonal and communication skills.

**WORKING CONDITIONS**

This position calls for a proactive and adaptable individual who thrives in a dynamic, multi-venue environment. As the Hospitality & Guest Services Supervisor, you'll oversee and support operations across several distinct facilities within the City Centre Park Complex—including food and beverage outlets, recreational venues, and guest experience zones.

Success in this role hinges o