Job Title

Overview The Senior Service Manager (SSM) shall work to ensure policies, procedures and standards are followed in all guest facing and culinary areas within their location. Responsibilities include protecting Company assets, people, inventory and facilities, and planning, evaluating and monitoring operations, merchandise and financial areas within multiple departments to maximize sales and profitability. The SSM will support the location''s accountability for the guest experience and profit and loss performance against budget. The Service Manager is expected to professionally execute all company programs, support the operation of the business, reduce employee turnover, maintain revenue and payroll budgets, and meet budgeted productivity while keeping quality and service consistently high. A vision and the ability to maintain a culture of hospitality and positive morale are important, along with coaching and feedback to build bench-strength among Supervisors and Hourly staff. Responsibilities Establish and maintain excellent guest service and provide an exceptional guest experience across all departments in the venue. Maintain seamless operation of Amusement, Food and Beverage, Guest Service and retail operations. Ensure the facility consistently meets legislative cleanliness and safety standards; monitor the restaurant, gaming floor, redemption, mezzanine gaming areas, and restrooms. Complete daily, weekly, monthly checklists and ensure inspections are up to date according to internal and external (regulatory) requirements. Execute gaming initiatives to drive financial performance while controlling costs. Execute Groups & Events within the venue, providing exceptional guest service. Understand and follow all Rec Room values, policies and procedures. Protect and enhance the brand; practice and role model Company culture. Recruit, interview, train and coach venue management; proactively plan for succession. Attend regular meetings with AGM, Senior Service Manager, and designated Service Managers to provide feedback, set goals and evaluate performance. Deliver employee training and execute development strategies for areas of responsibility (Bar, Service Floor, Host/Call Center, Amusement, Groups & Events). Understand and implement appropriate disciplinary action for performance and behavioural management. Evaluate and improve departmental turnover and employee morale by creating a supportive, employee-centered environment. Plan, evaluate and monitor operations in guest-facing areas to maximize sales and profitability through the efficient execution of Company programs and maintenance of Company standards. Drive sales through professional execution, managing staffing and operational plans to ensure profitability. Manage inventory and shrinkage of designated departments; ensure weekly, monthly and year-end counts are completed on time and variances are addressed. Execute company programs and service standards and provide feedback to the Senior Service Manager to improve the guest service experience. Ensure all Players and department cashiers adhere to cash handling policies and procedures. Share best practices across departments to increase performance and guest satisfaction. Manage inventory and shrinkage of designated departments. Maintain assigned records, Company funds and property in accordance with policies and procedures. Ensure fair and equitable discipline in compliance with policy and apply appropriate action for performance and behavioural management. Investigate staff concerns promptly to maintain a positive work environment. Address all Player and departmental scheduling requests in a timely manner. Maintain knowledge of statutory regulations affecting restaurant health and safety; identify and rectify safety hazards. Follow all provincial Health, Food Safety and Liquor service legislative requirements. Other duties as assigned. Qualifications 1-3 years of experience managing a high-volume restaurant or venue with a focus on guest service excellence. Post-Secondary education in business and/or hospitality preferred. Ability to analyze and interpret customer needs and offer appropriate options, solutions, and resolutions. Experience in all aspects of customer service and people management. Demonstrated ability to lead a team during high-volume periods in multiple departments. Strong working knowledge of restaurant industry principles, methods, practices, and techniques. Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments. Strong conflict resolution, negotiation, and objection handling skills. Ability to respond quickly in a dynamic environment. Highly flexible with strong interpersonal skills to work effectively in a diverse environment. Proven experience in training, coaching and mentoring supervisors and employees. Ability to build and maintain lasting relationships with corporate departments, key business partners, employees, and guests. Effective verbal and written communication skills. Ability to coordinate and organize meetings, exhibits and other events. Proficient with Microsoft Office Suite. Ability to work flexible hours including evenings and weekends. Provincially applicable sell, sale, and handling of alcohol certificate. Working Conditions Some travel may be required. Ability to attend and conduct presentations. Standing for extended periods of time. Exposure to hot grills or ovens with temperatures up to 350-500F. Exposure to walk-in refrigeration at temperatures as low as 40F. Exposure to walk-in freezer at temperatures as low as 0F. Manual dexterity to use desktop computer and peripherals. Extended hours as required. Inclusion & Diversity Cineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage applications from all intersectional walks of life. Our collective differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represent a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable. Accessibility We are committed to improving access and opportunities for all individuals, including those with disabilities by identifying and removing barriers that may prevent or restrict access to employment opportunities. If you require accommodation at any stage of our hiring process, please contact us at 416-323-6600 or . Use of AI We use AI-assisted tools to help review applications and support parts of the recruitment process. However, every application is reviewed by our HR team, and all hiring decisions are made by our people, not by AI. This position is a current vacancy and is being actively recruited to fill an existing role within the organization. While we appreciate all interest, only those candidates selected for an interview will be contacted. Wage ($): $64,155 - $67,155 CAD #J-18808-Ljbffr