Guest Relations Manager (Assistant Manager)

814 LANES & GAMES - BITES & BREWS; Greensburg (Westmoreland County); On-site; USD 40,000 - 60,000; Full time

Job summary

814 Lanes and Games is seeking a Guest Relations Manager to oversee center operations, including bowling, arcade, attractions, and food & beverage. You will assist the General Managers in achieving revenue and cost objectives, training staff, and delivering guest experiences that exceed expectations.

The role requires leadership, strong communication, and the ability to manage staffing and policies, with occasional weekend and holiday shifts. ServSafe and RAMP certification are encouraged.

Qualifications

• High School Diploma or equivalent.
• 2+ years of management experience preferred.
• Retail experience is a plus.
• Background in the restaurant/hospitality industry is preferred.

Responsibilities

• Create an exciting and fun atmosphere to ensure a great guest experience.
• Assisting with hiring, training, coaching, developing, scheduling, evaluating and disciplining team members.
• Understanding and accountability for adherence to core standards, HR policies, training, safety requirements, and record keeping.
• Gain understanding of P&L and achievement of revenue goals on the P&L while managing cash handling and upselling.
• Assist in achieving labor goals through appropriate staffing levels and scheduling.
• Developing and overseeing employee training on POS, service protocols, and operational standards.
• Opening and closing the center.

Skills

Customer service

Communication skills

Holidays/weekends availability

ServSafe

RAMP certification

Leadership

Time management

Education

High School Diploma

2+ years mgmt experience

Retail experience

Hospitality background

Job description

SUMMARY

814 Lanes and Games’ our Guest Relations Managers are involved with all aspects of the centers including bowling, arcade, attractions and food & beverage! As the GRM, you would be responsible for assisting the General Managers in the overall operation of the center including meeting or exceeding revenue and cost objectives, ensuring proper training of staff, and having guest service levels exceed guest expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.

1. Create an exciting and fun atmosphere to ensure a great experience for our guests and team.
2. Assisting with hiring, training, coaching, developing, scheduling, evaluating and disciplining team members.
3. Understanding and accountability for adherence to core standards, HR policies, training, safety requirements, and record keeping.
4. Gain understanding of P&L and achievement of all revenue category goals on the P&L while managing proper cash handling procedures, developing and implementing up selling techniques, and creating and enforcing proper transaction processes.
5. Assist in achieving all labor goals on the P&L through appropriate staffing levels and scheduling needs based on individual center needs.
6. Developing and overseeing employee training on POS, service protocols, and operational standards.
7. Opening and closing the center.

Knowledge, Skills, and Abilities:

1. Customer Service experience
2. Strong Communication and organizational skills.
3. Ability to work holidays and weekends.
4. Willingness to get Servsafe and RAMP certified.
5. Proven operations background with exceptional leadership, communication, and time management skills.

Education/Requirements:

1. High School Diploma or equivalent.
2. 2+ years of management experience is preferred.
3. Retail experience is a plus.
4. Background in the restaurant/hospitality industry is preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

1. The employee must be able to handle high stress situations on a day to day basis.
2. The employee must be able to make judgment decisions and communicate clearly.
3. The employee is frequently required to walk and sit.
4. The employee occasionally is required to stand and reach with hands and arms.
5. Must have the ability to lift at least 25 lbs.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:
The noise level in the work environment is usually loud.