General Manager

OVERVIEW

Incredibowl Entertainment is seeking an experienced General Manager for our anticipated high-volume family entertainment center in Toledo, OH. This is an active position that involves being on your feet, coordinating team members between multiple departments, and problem-solving in real time.

As the General Manager, you will actively support all center employees and operations. This role requires  a continual focus on improvement while fostering a cohesive team environment that encourages everyone to perform at their highest level.

Duties include overseeing and managing the staff and departments, scheduling, monitoring inventory, cash management and accountability, maintaining positive customer relations with all guests, and other duties as assigned.

Prior management experience, especially in the hospitality, service, and/or retail industry, is essential to success in this role.

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

BE VISIBLE

• Floor management is a fundamental aspect of this position. This is not a desk job—you will be playing a key role in the day-to-day operations, so your presence on the floor is necessary for you to fully understand what is happening within the team and the center in general.
• Make yourself available to the team. They will look to you as the main person in charge and the primary decision-maker. Knowing that you are a reliable communicator will earn their respect.
• 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.

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. Managers 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

• Be friendly, courteous, and polite to all guests.
• Give personalized service to our guests, and provide information on our programs, promotions, pricing, and specials.
• Address guest complaints with patience and professionalism.

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.
• 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).
• Communicate information to employees in a timely manner via our scheduling and messaging application and/or in person.

BE RESPONSIBLE AND ACCOUNTABLE

• Ensure all cash drawers are counted and reported correctly throughout 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.

MANAGE YOUR TEAM

• Work with other management team members to create the weekly schedule, monitor/approve time punches and shift bids, etc.
• Determine hiring needs and communicate with Marketing so that positions can be promoted.
• Review applications, conduct interviews, and make hiring decisions along with your Assistant General Manager.
• Ensure that all employees are in proper uniform, maintain proper grooming, and wear their name tag (in adherence with our dress code).
• Oversee training and provide coaching.
• Enforce disciplinary action when appropriate.
• Monitor employee productivity and provide suggestions for increased service or productivity.
• Conduct routine evaluations and performance management of employees.

WHAT WE’RE LOOKING FOR

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 management position, preferably in the retail, service, or hospitality industry
• Minimum of two (2) years’ experience in cash management
• Strong customer service, teamwork, and interpersonal skills
• Exceptional and professional communication, presentation, and mannerisms
• Must have reliable transportation to and from our location in Toledo, OH.
• Must be legally authorized to work in the United States.
• Must be fluent in English.

PREFERRED SKILLS AND PHYSICAL REQUIREMENTS

• Experience working in a bowling center or family entertainment center
• Bowling experience and/or general bowling knowledge
• Already living in Toledo, OH or surrounding area
• The employee is frequently required to stand; walk.
• The employee must occasionally lift and/or move up to 20 pounds.