Assistant Guest Service Manager

Big-Al; Milpitas (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Big-Al in Milpitas, CA is seeking an Assistant Guest Service Manager to oversee staff performance and ensure superior guest service on every shift. You’ll be visible to guests and team, ready to resolve issues with creative solutions that exceed expectations.

You will assist in scheduling, inventory, labor reporting, and daily operations for restaurant, bowling, events, and arcade while maintaining safety, cleanliness, and compliance with policies.

Qualifications

• High School Diploma or equivalent.
• 1–2 years of customer service management experience preferred.
• Strong guest service and de-escalation skills.

Responsibilities

• Oversee staff performance and ensure superior guest service on every shift.
• Manage operations for Front of House areas (restaurant, bowling, events, arcade).
• Assist in scheduling, inventory, and daily labor reporting.
• Monitor safety, cleanliness, and adherence to policies and regulations.
• Interact with guests to resolve issues with creative solutions.
• Assist in third-party delivery platforms and to-go orders.
• Open/close duties and ensure smooth shift transitions.

Skills

Guest service

De-escalation

Shift coordination

Inventory management

Safety awareness

Education

High School Diploma

Two years' experience in Customer Service Management

Tools

Toast

Brunswick

Embed

Paycom

Job description

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 all staff performance and ensure that our team provides superior guest service on every shift. You’ll be visible and readily accessible to both staff and guests; ready to solve any issues that arise with creative solutions that exceed expectations. If you’re up to the task of creating amazing moments for both our guests and our staff, apply today!WHAT YOU WILL DO: The Guest Service Assistant Manager helps the Guest Service Manager by managing the 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 Culture Checks and actively trains 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 supervision such as ensuring breaks are covered, lunches are taken timely, etc.Ensure processes and procedures run smoothly and efficiently for an optimal guest experience.Mediate escalated guest interactions for a deescalated outcome.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 by Guest Service Manager or General ManagerWHAT YOU NEED TO DO THE JOB:Exceptional knowledge of software; Toast, Brunswick, Embed and Paycom 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 of alcohol licensing and serving laws. Ability to obtain Alcohol certification.Ability to obtain Food Handlers Certification and/or SERV Safe or HACCP Certification or equivalentEDUCATION 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 of software; Toast, Brunswick, Embed and Paycom 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 of alcohol licensing and serving laws. Ability to obtain Alcohol certification.Ability to obtain Food Handlers Certification and/or SERV Safe or HACCP Certification or equivalent