Guest Experience Shift Lead — Team, Ops & Service

Family Entertainment Group; Topeka (IL); On-site; USD 17,000 - 22,000; Full time

Job summary

Family Entertainment Group seeks a proactive Shift Supervisor to support the General Manager in daily operations of a bustling entertainment center. You will oversee staff during shifts, address guest concerns, and ensure adherence to policies while delivering a high-quality guest experience.

You will lead by example, train colleagues, and coordinate with other departments to maintain a safe, welcoming environment.

Qualifications

• High school diploma or equivalent required.
• At least 6 months experience as a Senior Arcade Attendant or similar.
• Demonstrated leadership and communication skills.
• Ability to handle customer service situations calmly and effectively.

Responsibilities

• Lead, guide, and support team members during shifts to ensure efficient operations
• Delegate tasks and oversee project completion
• Identify and address any operational weaknesses or staffing challenges
• Set the standard for professionalism and teamwork by leading through example
• Support staff training and assist in implementing new or updated policies and procedures
• Serve as the first point of contact for guest concerns and complaints
• Greet customers, assess their needs, and deliver solutions that exceed expectations
• Provide accurate information regarding games, merchandise, and facility features
• Demonstrate the use of games or equipment as needed
• Resolve guest issues in a timely and professional manner to ensure satisfaction
• Collaborate with the General Manager to assess employee performance and contribute to personnel development
• Stay informed of current promotions, sales events, payment policies, and safety procedures
• Remain vigilant and proactive in identifying security risks and potential theft
• Take appropriate action when incidents arise, following company guidelines and protocols
• Be fully capable of performing and training others on all Arcade Attendant responsibilities
• Maintain strong, respectful working relationships with all departments and team members
• Enforce company policies as outlined in the FEG/CCME Employee Policy and Procedure Handbook
• Support a safe, clean, and welcoming environment for both staff and guests
• Perform other duties as assigned by the General Manager

Skills

Leadership

Communication

Customer service

Education

High school diploma or equivalent

Job description

Family Entertainment Group seeks a proactive Shift Supervisor to support the General Manager in daily operations of a bustling entertainment center. You will oversee staff during shifts, address guest concerns, and ensure adherence to policies while delivering a high-quality guest experience.

You will lead by example, train colleagues, and coordinate with other departments to maintain a safe, welcoming environment.