Manager On Duty - Chicago, United States - Game Night Out

Description

Position Title: Manager On Duty

Location: Game Night Out - Chicago, IL

Reporting To: Experience Manager of Game Night Out Chicago

Department: Talent & Product

Start Date: 5/7/2024 or prior

Position Type: Part-Time Hourly

Pay: $21.85/hour (min. 22 hours per week / max. 29 hours per week)

Responsibilities and Duties:

Reservations

• Review the reservation manifest for your shift and ensure effective communication and implementation of any relevant notes for each reservation.

Staff

• Prepare the Hosting team before each reservation, providing support and ensuring they have the necessary tools for success.

Guests

• Act as the on-site Guest Experience liaison throughout the guests' attendance.
• Manage guest check-in, guest list, reservation close-outs, charges/refunds, and address general guest inquiries.

Facility

• Open or close the facility based on shift assignment.
• Verify that the facility, equipment, and props function as expected, and that all expendables and supplies are fully stocked.
• Perform regular tasks as assigned to maintain high-quality standards of the facility.

Quality Assurance

• Maintain regular communication and reporting to the Experience Manager.
• Ensure strict adherence to standard operating procedures while on site.
• Ensure the overall guest experience exceeds expectations.
• Ensure the Hosting team consistently delivers exceptional service.

• Assist with beverage deliveries, pre-order prep, on-site orders, and inventory counts.
• Help ensure safe and responsible beverage consumption by guests. Current BASSET certification preferred (or willingness to obtain).
• Serve as a knowledgeable liaison for our guests, addressing any inquiries regarding food, including but not limited to deliveries, catering, etc. Note: We do not have an on-site food program.

Preferred Availability:
*Specific weekly schedule varies and will be determined based on reservation load

Sunday: (late morning to afternoon)
Monday: (afternoon to evening)
Thursday: (late morning to afternoon)
Friday: (afternoon to evening)
Saturday: (late morning to afternoon, or afternoon to evening)

The Company:

Game Night Out brings groups closer together through interactive party-game experiences, guided by live Hosts.

The Position:

A 'Manager On Duty' offers hospitality-first customer service to our guests, structure and support for our Hosting team, and a keen eye on the Game Night Out facility to help ensure experiences are delivered flawlessly, day in and day out.

Qualifications:

You'll excel in this role if:

• You're the type of person who makes their friends feel like a big party went off without a hitch. Little did they know you were diligently planning in-advance to make sure everything went smoothly. Experience in customer service or the hospitality industry, and knowing how to make a guest's day regardless of what's happening behind the scenes, is a superpower to us.
• You're the type of person whose family and friends call you when they need someone to talk to You're as skilled at listening empathetically as you are at communicating effectively. Whether communicating internally or with a guest, you must be able to be clear, concise, and direct while never forgetting to show hospitality first.
• Our guests feel like their event is just as important to you as it is to them. Your ability to stay organized and multitask will allow you to successfully manage multiple guests at a time while staying in the zone and making guests feel taken care of.
• You're driven to understand the people, processes, and resources around you in order to always be learning, improving, and doing your best work.
• You wake up excited every day to tackle whatever the day has in store for you and are not easily thrown off if something unexpected pops up. You dive in with a level-headed, patient and empathetic approach.
• You are the type of person that thrives in a fast-paced environment where everyone is pitching in to get the job done. You value bouncing ideas around with other team members and don't take constructive criticism personally.