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Guest Service Manager

Company: Big Al's
Location: Milpitas
Posted on: January 6, 2022

Job Description:

SUPERVISED BY:--General Manager----------------------------------DEPARTMENT:--Guest Service ----------------------------------------------------------------STATUS:--Full-time, exempt, non-tipped--------------SCHEDULE:--Schedule may vary depending on hours of operation; must--be able to work nights, holidays and weekends--EDUCATION and/or EXPERIENCE: at least four years of Customer Service Management experience; restaurant or entertainment management is preferred.--
WHAT YOU WILL DO: Manage the operations for all Front of House areas to include restaurant, bowling, events, and arcade. This position will manage employees to provide first-class guest experiences in addition to maintaining the efficiency of the team, tools and time.

  • Manage all Guest Service day-to-day operations within budgeted guidelines and to the highest standards.
  • Monitors department Inventory & Budgets.
  • Investigate and resolve guest complaints and complete guest incidents and process.
  • Must have full knowledge of the process for serving alcohol within the premises to state codes.
  • Help F&B Manager to manage delivery and to-go ordering. --
  • Recruit, interview, hire, train, and appraise talented personnel.
  • Provide two-way communication and provide an ownership environment with an emphasis on motivation, culture, and leadership.
  • Schedule staff hours and assign duties.
  • Completes reviews, manage proficiency checks, manage staff with time and attendance compliance along with work ethics. Conduct coaching's and separations with the coordination of HR and General Manager when necessary.
  • Manage invoicing and receiving of department orders as well as merchandising of the reward center.--
  • Manage and coordinate Bowling Leagues and Events.--
  • Comply with all health and safety regulations. Participate in the Safety Committee.
  • Conducts alcohol and age restriction control in accordance with company policies & state/local codes.
  • Interact with guests by table touches & help Food & Beverage Manager with disputes & feedback.
  • Partner with GM and Facilities Manager on marketing initiatives and guest promotions.
  • Partner with the saferoom and GM regarding guest chargebacks and daily cash handling responsibilities.
  • Performs all shift duties as required by General Manager.
  • Provide superior guest service and satisfaction by being visible and readily accessible to our guests and employees.
  • Follows Company guidelines for managing confidential information, guest satisfaction and supervising Guest Service associates.
  • 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 pertaining to safety and loss prevention.
  • Opening & closing duties including checking all doors and setting the alarm or disengaging the alarm upon entering.--
    WHAT YOU NEED TO DO THE JOB------
    • Exceptional knowledge in Culinary software; Micros, KDS and Compeat 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 personnel management skills and ability to effectively collaborate with others.
    • Knowledge in atmospheric engineering (AV/lighting)
    • Inventory and budget management experience.
    • Knowledge in alcohol licensing and serving laws. Alcohol certification.
    • Current Food--Handlers--Certification--and/or--SERV Safe or HACCP Certification or--equivalent--
      PHYSICAL DEMANDS
      • Stand/Walk: Frequently--
      • Lift up to 25lbs: Frequently--
      • Lift 50lbs: Occasionally--
      • Lift over 50lbs: Team lift only
      • Bending, stooping, twisting: Occasionally
      • Reaching, Pushing, Pulling: Frequently--
      • Loud noise level: Frequently--
      • Hot/Humid environment: Occasionally

Keywords: Big Al's, Milpitas , Guest Service Manager, Hospitality & Tourism , Milpitas, California

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