Service Manager

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

• Responsible for establishing and maintaining excellent guest service and providing an exceptional guest experience across all departments in the venue.
• Responsible for maintaining the seamless operation of all Amusement, Food and Beverage, Guest Service, and retail operation within the Rec Room.
• Ensure that the facility consistently meets the Rec Room and legislative cleanliness and safety standards; this includes regular monitoring of the restaurant, gaming floor, redemption, mezzanine gaming areas, and restrooms.
• Responsible for completing daily, weekly, and monthly checklists and ensuring inspections are up to date according to internal and external (regulatory bodies) requirements.
• Ensure gaming initiatives are executed accordingly to drive financial performance while keeping costs in line.
• Responsible for executing Groups & Events within the venue, and providing exceptional 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.
• 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.
• Delivering employee training and executing development strategies for areas of responsibility (Bar, Service Floor, Host/Call Center, Amusement, and Groups & 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.
• Planned, 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 & 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 The Rec Room 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.

• 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 is 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.

Working Conditions:

• Some travel may be required.
• Ability to attend and conduct presentations.
• Standing for extended periods of time.
• Exposure to a hot grill or oven with temperatures as high as 350-500F.
• Exposure to the walk-in refrigerator with temperatures as low as 40ºF.
• Exposure to the walk-in freezer with temperatures as low as 0ºF.
• Manual dexterity is required to use desktop computers and peripherals.
• Extended hours as required.