Shift Leader

OVERVIEW

Incredibowl Entertainment is seeking an experienced Shift Leader for our high-volume family entertainment center. Shift Leaders work under the direction of the management team and oversee the center and staff when scheduled as the Manager on Duty. Prior experience in the areas of team leadership, cash management, and customer service are essential to success in this role.

This job description covers the basic duties, qualifications, requirements, working conditions, and skills necessary for, but not limited to, the successful fulfillment of this position in accordance with the standards of Incredibowl Entertainment.

KEEP A FULL-COURT VIEW

• Be aware of what is going on within the center and assist in different departments when needed (example: If the snack bar has a rush of orders, jump in to assist until the ticket times are down).
• Keep an eye on areas that need servicing and delegate tasks to respective departments. An example would be notating that the garbage cans need to be emptied and paging a concourse service attendant to complete the task.
• Monitor guest behavior and address potential issues to prevent them from escalating.

LEAD BY EXAMPLE

• See a straw wrapper on the floor? Pick it up. Shift Leaders show other staff members what it means to be a team player and to do what you can, no matter how seemingly small, to keep the center in great shape.
• Be punctual and presentable. Team members look to their leaders when it comes to attendance, presence, and presentability. Being on time and looking neat and tidy sets the standard for our other team members.

PROVIDE TOP-NOTCH CUSTOMER SERVICE

• Work directly with the center’s management team to ensure our model of exemplary guest service is being followed.
• Be friendly, courteous, and polite.
• Give personalized service to our guests, and provide information on our programs, promotions, pricing, and specials.
• Address guest complaints with patience and professionalism, involving the General Manager and/or Assistant Manager when necessary.
• When possible, do table touches and introduce yourself to guests. Your presence in the center is valuable to them, and checking in to ask about their experience will make it more memorable.

BE READY TO HELP

• Have knowledge of the front desk, kitchen, bar, concourse, and game zone attendant positions.
• Maintain knowledge of our point-of-sale system, technology (such as our AV system and TVs), software programs, etc. so that you can assist and resolve issues should they arise.
• When acting as the Manager on Duty, the team will require your presence and assistance with handling certain situations (difficult customers, general inquiries on processes and procedures, needing help in their department, etc.)

GET EVERYONE ON THE SAME PAGE

• Lead employees within their day-to-day activities and assign responsibility for specific work or duties, manage break schedules, etc.
• Review reservation schedule for the day and ensure respective departments are prepared (tables are set up on schedule and that the kitchen has adequately prepared for the food and beverage offerings).

BE RESPONSIBLE AND ACCOUNTABLE

• Ensure all cash drawers are counted and reported correctly at the end of your shift.
• Have knowledge of and maintain compliance with all procedures and cash management policies.
• Manage the main center change fund and make center deposits, if needed.

ASSIST WITH TEAM MANAGEMENT

• Ensure that all employees are in proper uniform, maintain proper grooming, and wear their name tag (in adherence with our dress code).
• Provide training and coaching when appropriate.
• Confer with management in recommending disciplinary proceedings when appropriate.
• Assist in monitoring employee productivity and provide suggestions for increased service or productivity.
• Provide input into performance evaluations and performance management of employees.

QUALIFICATIONS AND REQUIREMENTS

• High School Diploma or an equivalent combination of education and/or experience in the service industry required.
• Minimum of two (2) years’ experience in a leadership position, preferably in the retail, service, or hospitality industry.
• Minimum of one (1) year experience in cash management.

PREFERRED SKILLS  AND PHYSICAL REQUIREMENTS

• Strong customer service, teamwork, and interpersonal skills
• Exceptional and professional communication, presentation, and mannerisms
• The employee is frequently required to stand; walk.
• The employee must occasionally lift and/or move up to 20 pounds.