Service Manager, Non Exempt

Cinépolis Cinemas USA•McKinney, TX

5d•Onsite

About The Position

The Service Manager is a brand ambassador who reinforces company goals, values, and mission while ensuring Cinépolis USA standards of luxury service. The role assists with front-of-house theater functions, including Guest Services, Servers, Bartenders, Runners, and Concessions. The Service Manager delivers a strong guest and employee experience and oversees the quality and consistency of service, food, and beverage. This position supervises employees and reports to the Assistant General Manager. It supports hiring, onboarding, training, scheduling, coaching, sales performance, in-seat dining, auditorium sales, theater operations, facilities, events, and guest issue resolution. The position also partners with the Regional Projectionist on film and system operations and assists the General Manager with reports, scheduling, and analytics. The work takes place in a theater environment with typical cinema noise, dust, and activity, which can range from moderate to high depending on the area. The job involves frequent standing, walking, and movement through the theater, with occasional lifting. Availability to work holidays, nights, and weekends is required.

Requirements

High school diploma or equivalent required.
At least 1 year of bar and restaurant management experience required.
At least 2 years of supervisory experience required.
Full-service background and restaurant knowledge, including inventory control and operations.
Ability to work in a fast-paced environment.
Proven leadership and motivational skills.
Professional appearance and ability to serve as a positive role model within the restaurant and Support office.
Strong written and verbal communication skills.
Strong decision-making skills.
Ability to communicate, negotiate, and work with guests, peers, direct reports, vendors, or partners.
High guest-satisfaction expectations and focus.
Resourceful problem-solving skills.
Self-motivated and results-driven.
Strong organizational and time-management skills, including the ability to multitask and delegate projects and tasks simultaneously.
Ability to hold oneself and others accountable to consistently maintain high performance standards.
Availability to work holidays, nights, and weekends.
Ability to meet the physical demands of the role, including frequent standing, walking, bending, and stair traversal; frequent use of hands and reaching; and occasional lifting or moving of up to 10 pounds and occasional assisted lifting of 25 to 50 pounds.

Nice To Haves

Bachelor’s degree in Business Management, Hospitality, or a related field preferred.
ServSafe certification preferred.

Responsibilities

Assist the Assistant General Manager with interviewing and hiring hourly staff, on-the-job training, and onboarding new hires.
Assign work tasks and activities, prepare weekly schedules through HotSchedules, and ensure all shifts are covered.
Foster professional working relationships with direct reports, peers, the direct supervisor, Human Resources, and Head Office.
Provide direction, coaching, and leadership for employees.
Conduct daily pre-shift Take One meetings and communicate team sales goals and current promotions.
Maximize sales by auditing sales staff and setting daily and weekly goals using KPI boards and Take Ones.
Review sales numbers and goals regularly and adjust operations as necessary.
Manage and supervise the In-Seat Dining process, auditorium sales, and guest experience.
Ensure facilities are clean, safe, and in proper working order in accordance with company cleaning policy.
Perform daily opening, mid-shift, and closing operation duties.
Assist the General Manager with tasks, reports, scheduling, and analytics.
Assist with preparation and follow-through for special and private events.
Recognize and proactively address guest-service opportunities, resolve issues, and maintain a positive company image.
Communicate regularly with the General Manager and Human Resources regarding employee issues and complaints.
Partner with the Regional Projectionist on film ingestion, maintenance, transfers, playlist building in the LMS, and resolving system issues.
Attend and participate in meetings and trainings.
Assist with in-seat dining and auditorium sales management, including running food and beverage, handling expo roles, and managing and creating ISD teams.
Perform other duties as assigned.