Hourly Restaurant Amusement Service Supervisor

Work location:
Roundhouse The Rec Room

City:
Toronto

What you will do:
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 accordance with Company policies and procedures.
- Ensure that any and all variances are handled immediately.
- Anticipate and react to any changes in business levels while maintaining excellent guest service.
- Follow all provincial Health, Food Safety and Liquor service legislative requirements.
- Other duties as assigned.

**Qualifications**:

- 1-3 years of supervisory experience in the food service, retail and / or amusement industry.
- Ability to work flexible shifts, including days, evenings, nights, weekends and holidays, as required.
- Ability to work under pressure while complying with all relevant legislation.
- Excellent leadership, communication, customer service, conflict resolution and interpersonal skills.
- Experience in all aspects of customer service and people management.
- Experience in training will be considered an asset.
- Familiarity with point of sale systems will be considered an asset.
- Demonstrated ability to lead and direct a team
- Strong working knowledge of restaurant industry principles, methods, practices, and techniques
- Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
- Able to effectively communicate both verbally and in writing.

Working Conditions:

- Interacts with customers, employees and management.
- Standing for extended periods of time.
- Will work flexible shifts.
- Extended hours as required.
- Manual dexterity required to use desktop computer and point-of-sale system, as required.
- Lifting or moving up to 50 lbs may be required.
- Exposure to hot