Manager, Vip Front of House - Oakville, Canada - Cineplex
Description
Proudly recognized as having one of the country's Most Admired Corporate Cultures, we rally behind our values of Teamwork, Innovation and Excellence.
Work location:
CPX Winston Churchill
City:
Oakville
What you will do:
Leading & Managing the Team:
- Actively participate in recruiting efforts to build a strong team.
- Makes job offers to FOH Supervisors and VIP Cast Members.
- Manages job postings in the applicant tracking system.
- Conducts group interviews.
- Conducts the final interview ahead of job offer for FOH Supervisors and VIP Cast Member.
- Coaches, trains and mentors VIP Cast Members, FOH Supervisors and Kitchen Leads and provides ongoing feedback.
- Conducts 1:1 meetings, goal setting and development discussions with FOH Supervisors.
- Works closely with entire team, including General Manager, sharing information openly to enhance learnings and problem solving on an ongoing basis.
- Reviews daily challenges of guest service to enhance operational execution.
- Takes action on feedback of guest service challenges to enhance operational execution.
- Works towards their assigned theatre's metric goals by reviewing execution and recognizing success.
- Accountable for assigned theatre metrics goals by reviewing execution, recognizing and rewarding success.
- Encourages high performance through ongoing development of the VIP Cast Members FOH Supervisors and Kitchen Leads, driving continuous performance improvement based observations of performance and discussions with salaried management.
- Manages and encourages high performance through ongoing development of the Team, driving continuous performance improvement based on development plans, completion of performance evaluation through current performance management process.
- Monitors and provides to salaried management, observations regarding all Cast behaviour and performance.
- Applies, administers, and ensures privacy regarding all discipline in a fair and consistent manner, adhering to all company policies and procedures.
- Assists with the organization of and actively encourages participation in Cast events.
- Recommends Cast events and assists in the communication of said events to employees.
- Initiates and maintains communication on an individual level as required to increase motivation, engagement and retention.
- Provides feedback regarding individuals with the potential for advancement in the Cast Member career path.
- Conducts preliminary interviews for Cast member career path decisions, based on the feedback, and recommends individuals to be promoted to senior management.
- Facilitates and organizes cast training as identified and as required.
Managing the Guest Experience:
- Interacts regularly with Guests to understand their expectations;
- Maintains a high degree of visibility, professionalism and accessibility to Guests.
- Coaches FOH Supervisors to maintain a high degree of visibility, professionalism and accessibility to Guests.
- Coaches, crosstrains and crossutilizes FOH Cast to deliver optimum standards of service to our VIP Guests.
- Deals swiftly and professionally with Guest concerns on all matters.
- Uses Guest feedback to evaluate and improve guest service levels.
- Delivers high quality service in all areas.
- Conducts frequent walkthroughs using all building assessment tools.
- Address deficiencies in guest service areas, as identified on the building assessment tools, and create and execute action plans.
Managing the Theatre:
- Reacts to fluctuations in business levels. Executes changes in staffing levels.
- Anticipates fluctuations in business levels and its impact on the business and makes effective decisions that meet budget and optimize the Guest experience by adding staff, or reducing staff compliment.
- Effective management of promotions, rentals and other special events; addressing feedback and making corrections from theatre events.
- Operates and supports in the operation of the theatre according to corporate standards.
- Provide feedback around the execution of the third party contracts.
- Communicates theatre information upward, downward and across.
- Accountable for completing accurately all daily, weekly and monthly reports.
Profit Maximization:
- Provides recommendations to increase revenues and efficiency or improve profitability in all areas of the business.
- Assists the theatre in achieving its budgetary requirements.
- Ongoing management of budgets in relation to fixed costs and variable costs.
- Provides updates and remains aware of competitive activity in the market, adapts, and provide recommendations.
- Supports in the execution of all corporate initiatives related to key business units such as, but not limited to, Media, Marketing and Merchandising.
- Accountable for the execution of all corporate initiatives related to key business units such as, but not limited to Media, Marketing and Merchandising.
Health & Safety:
- Ensures that machinery and equipment are safe for both guests
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