Guest Services Supervisor - Northampton, MA

Job Responsibilities

• Work collaboratively with the Front Desk Attendants to maintain the front of the house as a friendly, guest-oriented location for leisure and recreation.
• Ensure that staff maintains a sanitary, organized, and presentable area.
• Plan, organize, and control the operations of the amusement areas.
• Assist with scheduling employees to cover the department and events.
• Train and supervise the Front Desk Attendants and Porters.
• Meet weekly with the General Manager.
• Identify and manages staff projects.
• Coordinate advertising and promotions alongside the General Manager.
• Perform league preparation duties; coordinate lane assignments, monitor practice times if applicable.
• Promote knowledge of the location’s features and upcoming events.
• Communicate inventory and supplies shortages in department to General Manager.
• Inspect, maintain, and may have to troubleshoot equipment.

• Ensure security, functionality, and proper handling of company property in the department.

• Interact professionally by using Spare Time Service Standards (Code S.E.R.V.E.).
• Answer guest inquiries over the phone and in person; providing accurate information.
• Patrol FOH to respond to guest’s needs and take action to correct any problems.
• Confidently operate the POS System making accurate transactions while operating lanes, collecting payments, returning change, and printing reports or scores.
• Issue, record and redeem gift certificates, coupons, etc. ... according to company policy.
• Provide all required complimentary shift paperwork with settlement in a consistent and organized manner.
• Make announcements to guests over the P.A. system regarding specials, promotions, etc.
• Communicate with pit crews; operate call buttons, relay information, log calls, check response time.

• Perform various duties related to vending machines; remove, count, and record vending money, restock items, etc.

• Perform opening and closing duties as required.
• Enforce safety rules and reports hazards.
• Monitor guests for rule violations.
• Able to recognize the signs of intoxication and actions to be taken with intoxicated guests.
• Report all company violations to management.
• Respond to injuries or other incidents; Provide first aide, call ambulance/police if necessary, complete proper paperwork (i.e. Incident Report, etc.).
• Other duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.  

Job Qualifications

• High school diploma or equivalent preferred.
• 2 years of guest’s service experience, 1-2 years of supervisory experience.
• Intermediate Microsoft Office user with strong organizational skills.

Work Environment

• The noise level can be loud and may contain lighting effects such as lasers and strobes.
• This job requires working with large crowds and children.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Able to stand and walk for extended periods of time and able to lift 50 pounds.
• This position regularly requires long hours and frequent weekend work.