Assistant Guest Service Manager

Big Al's; Ontario; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in the entertainment sector is seeking an Assistant Guest Service Manager to enhance guest experiences. The role involves overseeing staff, ensuring compliance with safety protocols, and maintaining high service standards. Ideal candidates will possess strong leadership skills and a passion for guest satisfaction.

Qualifications

• Experience in inventory management.
• Knowledge of safety protocols and alcohol licensing laws.

Responsibilities

• Oversee staff performance and ensure superior guest service.
• Assist in scheduling and monitor attendance.
• Handle escalated guest interactions.

Skills

Guest Service

De-escalation

Leadership

Problem Solving

Collaboration

Education

Food Handlers Certification

SERV Safe Certification

HACCP Certification

Tools

MS Office

Toast

Brunswick

Embed

Paycom

Job description

Join to apply for the Assistant Guest Service Manager role at Big Al's

If you’re passionate about exceptional guest experiences, our Assistant Guest Service Manager could be the perfect next step in your career! In this role, you’ll oversee staff performance and ensure superior guest service on every shift. Be visible and accessible to staff and guests, ready to resolve issues with creative solutions that exceed expectations. If you’re committed to creating memorable moments for guests and staff, apply today!

What You Will Do :

The Guest Service Assistant Manager supports the Guest Service Manager by managing shifts and operations across all Front of House areas, including the restaurant, bowling, events, and arcade.

• Assist in weekly and monthly inventory, ensuring accuracy and suggesting improvements.
• Conduct Culture Checks and train new and existing team members.
• Assist in scheduling, modify schedules for call outs, monitor attendance, and prepare daily labor reports.
• Interact with guests through table touches, lane calls, and at the rewards center / bowl desk.
• Provide excellent guest service and satisfaction by being visible and accessible.
• Assist with third-party food delivery platforms and to-go orders.
• Manage confidential information, guest satisfaction, and supervise team members following company guidelines.
• Maintain facilities to meet safety, security, and environmental standards.
• Ensure compliance with all relevant regulations and company policies.
• Perform opening and closing duties, including security checks and alarm management.
• Supervise labor needs, ensuring breaks and lunches are properly scheduled.
• Ensure smooth and efficient processes for optimal guest experiences.
• Handle escalated guest interactions to de-escalate conflicts.
• Maintain a clean and sanitary environment, participating in cleaning duties as needed.
• Follow all safety procedures to prevent hazards.
• Perform other duties as assigned by the Guest Service Manager or General Manager.

Qualifications :

• Proficiency with software such as Toast, Brunswick, Embed, and Paycom preferred.
• Advanced skills in MS Office, especially Excel.
• Excellent guest service and de-escalation skills.
• Knowledge of safety protocols and promoting an inclusive team culture.
• Strong shift coordination and collaboration skills.
• Proactive leadership and problem-solving abilities.
• Experience in inventory management.
• Knowledge of alcohol licensing laws; ability to obtain certification.
• Ability to obtain Food Handlers, SERV Safe, or HACCP certifications.