The Service Manager (SM) shall work to ensure policies, procedures and standards are being followed and adhered to in all guest facing and culinary areas within their 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 SM will support directly with the locations accountability for the guest experience and profit and loss performance of the venue against budget.
The 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 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 the Supervisor and Hourly compliment by providing coaching and feedback.
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.
-Ensure that the facility consistently meets 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, 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 venue, providing exceptional guest service.
-Recruit, interview, train and coach venue management, and proactively plan for succession.
Attend regular meetings with AGM, Senior Service Manager, and designated Service
-Delivering employee training and execute development strategies for area of responsibility (Bar, Service Floor, Host/Call Center, Amusement, and Groups & Events)..
-Plan, 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.
-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.
-Manage the inventory and shrinkage of all designated departments.
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 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.
Required to work flexible hours inclusive of evenings and weekends.
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.