Senior Service Manager

Job Responsibility: Work location: Granville The Rec Room City: Vancouver 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 Senior Restaurant/Amusement Service Manager - Granville , reporting to the Assistant General Manager. This position will be based at Granville, British Columbia . The Senior Service Manager (SSM) shall work to ensure The Rec Room policies, procedures and standards are being followed and adhered to in all guest facing and culinary areas within their Rec Room location. Responsibilities shall include the protection of Company assets, people, inventory and facilities, as well as the planning, evaluation and monitoring of operations, merchandise and financial areas within multiple departments to maximize sales and profitability. The SSM will support the AGM directly with the locations accountability for the guest experience and profit and loss performance of the venue against budget. The Senior Service Manager is expected to professionally execute all company programs, supporting the operation of the business; reduce employee turnover; maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality and service consistently high. It is important for the Senior Service Manager to have both a vision and the ability to 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. Salary Range: $65,000 - $75,000 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.
• Ensure daily, weekly, monthly checklists and 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.
• Ensure execution excellence of Groups & Events within venue.
• 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.
• Conduct regular meetings with designated Service Managers to provide feedback, set goals and evaluate performance.
• Work with Department leaders (Bar, Service Floor, Host/Call Center, Amusement and Events) to execute employee training and development strategies.
• Understand and implement appropriate disciplinary action for performance and behavioural 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 and culinary 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 budgets and 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 develop and execute an action plan when variances exceed budgeted amounts.
• Provide counsel and facilitate resolution of barriers to location performance and guest service standards.
• Evaluate practices and procedures on an ongoing basis and provide recommendations to the Assistant General Manager to optimize for changing business needs.
• 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 behavioural 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.
• Achieve operational objectives of all designated departments by preparing and completing action plans, implementing productivity and quality measures, and standards of service.

Qualifications:

• 2-4 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 cross functional teams.
• Strong working knowledge of restaurant industry principles, methods, practices, and techniques.
• Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments.
• Exceptional 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 managers 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 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 is an equal opportunity employer with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable. Life at Cineplex: Cineplex is synonymous with entertainment. Known as Canada's largest and most innovative film exhibitor, we're so much more than movies - operating The Rec Room, Canada's favourite destination for ‘Eats & Entertainment' and Playdium, specially designed for teens and families. At Cineplex, change and disruption are nothing new. Infusing innovation into everything we do has fueled our evolution as a fully-integrated, diversified and growing organization with exciting career opportunities in our locations and corporate functions. Grow with us and explore roles in operations, food services, hospitality, digital commerce (CineplexStore.com), digital (Cineplex Digital Media) and cinema media (Cineplex Media), consumer loyalty (SCENE), finance, human resources, technology, amusement solutions (Player One Amusement Group), and more. Proudly recognized as having one of the country's Most Admired Corporate Cultures, we rally behind our values of Teamwork, Innovation and Excellence. We are creative, curious and love thinking big. The next evolution of Cineplex starts here, with you. Learn more about our businesses through the links below. Cineplex | Cineplex Digital Media | | Cineplex Media | Cineplex Store | Player One Amusement Group | Playdium | The Rec Room | SCENE Interested applicants, please apply today. While we appreciate all interest, only those candidates selected for an interview will be contacted. As part of Cineplex Entertainment's standard recruitment process, suitable candidate(s) will be required to undergo pre-employment screening as a condition of employment or promotion. No Agency Calls Please 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. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable. Accessibility We are committed to improving access and opportunities for all individuals, including those with disabilities by identifying and removing barriers that may prevent, inhibit, or restrict their access to employment oporunities. If you require accommodation at any stage of our hiring process (application, interviews, assessments, and placement), please contact us at View phone number on ca.edajobs.com or via email at View email address on ca.edajobs.com . While we appreciate all interest, only those candidates selected for an interview will be contacted.