Regional Support Manager - Western Canada

Splitsville Bowl; Oakville; On-site; CAD 90,000 - 130,000; Full time

Job summary

Splitsville Entertainment is seeking a Regional Support Manager to lead Centre Managers and their teams across multiple bowling centres in the Western region, with frequent travel to centres. You’ll drive regional financial performance and align operations with strategic objectives to deliver exceptional guest experiences.

You’ll coach leaders, monitor KPIs, and collaborate with Support and Leadership teams to share best practices and drive long-term success.

Qualifications

• 5–7 years of multi-site operational experience in hospitality or family entertainment.
• Proven leadership and coaching abilities with track record of high-performing teams.
• Excellent guest service and customer experience focus.
• Strong communication and relationship-building across all levels.
• Organized, proactive and able to manage multiple priorities.
• Proficient with Microsoft Office and comfortable with POS systems.
• Valid driver’s license and reliable transportation.

Responsibilities

• Drive regional financial performance and meet revenue, expense, and profitability targets.
• Monitor KPIs and support Centre Managers in addressing underperformance.
• Review monthly P&L results and implement corrective actions.
• Align operations with strategic objectives and execute annual business plans for each centre.
• Evaluate centre performance using KPIs, audit reports, and plan results.
• Collaborate with Marketing to track ROI and optimize local marketing spend.
• Ensure up-to-date Sales Superiority Planner for each centre.
• Promote guest service standards and monitor performance via mystery shops.
• Investigate guest complaints and implement actionable resolutions.
• Oversee call performance metrics and ensure alignment with company standards.
• Lead recruitment, coaching, and development of Centre Management teams.
• Conduct regular performance reviews and drive training to improve guest experience.

Skills

Leadership

Coaching

Guest service

Communication

Organization

Microsoft Office

POS systems

Driver’s license

Education

Hospitality education

Franchise brand certification (asset)

Tools

Microsoft Office

POS systems

Job description

Are you a strong leader with a passion for operational excellence and team development? Do you thrive in a dynamic environment where you can mentor others, drive performance, and make a real impact? We’re looking for a Regional Support Manager to join our team and provide hands-on leadership to Centre Managers and their teams.

This role is based in Western Canada - ideally Calgary, AB. Frequent travel to centres within your region is required.

The What...

In this role, you’ll support multi-million-dollar operations, foster a culture of collaboration and growth, and ensure alignment with our company’s vision and values. You’ll be the key link between centres and our Support and Leadership teams, helping to drive performance, share best practices, and support long-term success.

This role is regional and requires frequent travel to bowling centres within your set region.

Here’s some of what you can expect as part of the role…

• Drive regional financial performance and ensure revenue, expense, and profitability targets are met
• Monitor key commercial metrics and support Centre Managers in addressing underperformance
• Review and provide feedback on monthly P&L results, celebrating wins and implementing corrective actions where needed
• Support operational alignment with strategic objectives and implement annual Business Plans for each centre
• Evaluate centre performance using KPIs, audit reports, and business plan results
• Collaborate with Marketing to track ROI and optimize local marketing spend
• Ensure each centre maintains an up-to-date Sales Superiority Planner
• Promote exceptional guest service standards and monitor performance via mystery shops and guest feedback
• Investigate guest complaints and ensure actionable resolutions are implemented
• Oversee call performance metrics and ensure standards align with company average
• Lead recruitment, coaching, and performance development of Centre Management teams
• Conduct regular performance reviews and ensure training initiatives improve team capability and guest experience

The Who…

The be a successful Regional Support Manager, you’ll have:

• 5-7 years of multi-site operational experience in hospitality, entertainment, or high-volume food and beverage management
• Strong leadership and coaching abilities with a proven track record of building high-performing teams
• Exceptional guest service skills with a focus on delivering outstanding customer experiences
• Excellent communication, interpersonal, and relationship-building skills across all levels
• Proactive, organized, and able to manage multiple priorities in a fast-paced environment
• Proficient in Microsoft Office (Word, Excel, Outlook) and familiar with POS systems
• Valid driver’s license and access to reliable transportation
• Education in hospitality or related field preferred; franchise brand certification is an asset

Splitsville Entertainment is Canada’s premier family entertainment centre! Our modern facilities combine state-of-the-art 10 pin bowling, high-quality casual dining, arcades, laser tag, and other entertainment options to make your visit a one-of-a-kind experience.

At Splitsville, we value diversity and inclusion, and we’re committed to creating a working environment that promotes equal opportunities.

Individual differences and the contributions of all employees are recognised and valued and we believe that a diverse and inclusive workplace makes us a more relevant, more competitive, and more resilient company.