Assistant Guest Service Manager

Big Al's•Vancouver, WA

21d

About The Position

The Assistant Guest Service Manager supports the Guest Service Manager in managing front-of-house operations and ensuring smooth, successful shifts across the restaurant, bowling, events, and arcade areas. The role oversees staff performance, coordinates labor and scheduling, supports inventory management, trains team members, and maintains a visible presence to provide excellent guest service and resolve escalated concerns. It also involves opening and closing duties, maintaining facility cleanliness and safety, and ensuring compliance with company policies and applicable regulations.

Requirements

Exceptional knowledge of software; Toast, Brunswick, Embed, and Paycom are preferred.
Advanced skills in Microsoft Office programs, especially Microsoft Excel.
Demonstrated first-class guest service and de-escalation skills.
Awareness of safety and commitment to cultivating an inclusive team culture.
Exceptional shift coordination skills and ability to collaborate effectively with others.
Proactive leadership skills, initiative, and problem-solving abilities.
Inventory management experience.
Knowledge of alcohol licensing and serving laws.
Ability to obtain Alcohol certification.
Ability to obtain Food Handlers Certification and/or SERV Safe or HACCP Certification or equivalent.

Nice To Haves

Knowledge of Toast, Brunswick, Embed, and Paycom software.

Responsibilities

Manage front-of-house operations across the restaurant, bowling, events, and arcade areas.
Assist with weekly and monthly inventory, ensure accuracy, and suggest improvements.
Complete Culture Checks and actively train new and existing team members.
Assist with scheduling and modify schedules when call-outs occur.
Monitor employee time and attendance for accuracy.
Prepare daily labor reporting.
Interact with guests through table touches, lane calls, and rewards center or bowl desk interactions.
Remain visible and accessible to guests and employees and provide superior guest service and satisfaction.
Assist the Guest Service Manager with third-party food delivery platforms and to-go ordering.
Follow company guidelines for confidential information, guest satisfaction, and supervision of Guest Service team members.
Ensure assigned facilities are satisfactorily maintained and comply with security, safety, and environmental codes and ordinances.
Enforce compliance with local, state, and federal regulations and company policy.
Perform opening and closing duties, including checking doors and setting or disengaging the alarm.
Supervise labor coverage, including ensuring breaks are covered and lunches are taken on time.
Ensure processes and procedures run smoothly and efficiently to support an optimal guest experience.
Mediate escalated guest interactions toward a de-escalated outcome.
Help maintain a clean, organized, and sanitary environment, including removing garbage and recycling and performing cleaning duties such as sweeping, wiping equipment, and mopping.
Follow safety procedures to protect against potential hazards.
Perform other duties as assigned by the Guest Service Manager or General Manager.