GUEST SERVICE ASSISTANT MANAGER

Job Description

COMPANY OVERVIEW  

Big Al’s believes in continuing to create a FUN, SAFE and REWARDING environment for all our staff. We believe in hiring talented, energetic & enthusiastic candidates to join the Big Al’s family which makes us the Pacific Coasts’ Premier Family Entertainment Center.   

We offer high potential earnings, many discounts to our partner retail shops, medical, vision and dental, sick pay and we close our doors for a day during the summer to celebrate YOU!  

WHAT YOU WILL DO: The Guest Service Assistant Manager helps the Guest Service Manager by managing process to ensure a smooth and successful shift. Manage process for the operations for all Front of House areas to include restaurant, bowling, events, and arcade.

• Assist in weekly and monthly inventory ensuring accuracy and making suggestions for improvement.


• Completes proficiency checks and actively train new and existing team members.


• Assist in scheduling and modifying the schedule when call outs occur. Monitor employee time and attendance for accuracy. Prepare daily labor reporting.


• Interact with guests by table touches, lane calls and rewards center/bowl desk interactions.


• Provide superior guest service and satisfaction by being visible and readily accessible to our guests and employees.


• Assist GS Manager with third-party food delivery platforms and to-go ordering.


• Follows Company guidelines for managing confidential information, guest satisfaction and supervising GS team members.


• Ensures satisfactory maintenance, appearance, and condition of assigned facilities to comply with security, safety, and environmental codes and ordinances.


• Enforces compliance with all local, state, federal regulations and company policy.


• Opening & closing duties including checking all doors and setting the alarm or disengaging the alarm upon entering.


• Labor supervising such as ensuring breaks are covered, lunches are taken timely, etc.


• Ensure processes and procedures are running smoothly and efficiently for an optimal guest experience.


• Mediate escalated guest interactions for a deescalated outcome.


• Participate in saferoom duties such as cashing out tipped employees, closing the saferoom, voids and audits.


• Required to help maintain a clean, organized, and sanitary environment. Will remove garbage and recycle when needed, will participate in cleaning duties such as sweeping, wiping down equipment, mopping and more.


• Required to follow all safety procedures to ensure personal safety from potential hazards.


• Other duties as assigned.


• Reliable; consistently at work and on time

Job Qualifications

SCHEDULE: Schedule may vary depending on hours of operation; must be able to work nights, holidays, and weekends

EDUCATION and/or EXPERIENCE: High School Diploma or equivalent and at least one year of Customer Service Management experience; two years experience is preferred.

WHAT YOU NEED TO DO THE JOB:

• Exceptional knowledge in software; Micros, KDS and Compeat are preferred.


• Advanced skills in MS office programs, especially MS Excel.


• Demonstrated first-class level of guest service and de-escalation skills.


• Awareness and ambassador of safety and cultivating an inclusive team culture.


• Demonstrated exceptional shift coordination skills and ability to effectively collaborate with others.


• Proactive leadership skills with initiative and problem-solving abilities.


• Inventory management experience.


• Knowledge in alcohol licensing and serving laws. Alcohol certification.


• Current Food Handlers Certification and/or SERV Safe or HACCP Certification or equivalent

PHYSICAL DEMANDS:

• Stand/Walk: Frequently


• Lift up to 25lbs: Frequently


• Lift 50lbs: Occasionally


• Lift 50lbs or more: Team Lift only


• Bending, stooping: Occasionally


• Reaching, Pushing, Pulling: Frequently


• Loud noise level: Frequently


• Hot/Humid Environment: Occasionally