Job Title: Service Manager
Location: Virginia Beach, VA 23453
Reports To: General Manager / Operations Manager
Job Type: Full-Time
Job Summary:
The Service Manager at Safari Fun Park is responsible for overseeing all aspects of guest service within the venue. This role involves leading and managing the front-of-house staff to ensure exceptional customer experiences, efficient operations, and a positive work environment. The Service Manager will be responsible for setting service standards, handling guest relations, managing guest feedback, and ensuring that both service and safety protocols are followed. The ideal candidate will have excellent leadership and communication skills, a passion for hospitality, and the ability to create a fun and welcoming atmosphere for guests and staff alike.
Key Responsibilities:
Guest Service Excellence:
- Oversee day-to-day guest interactions, ensuring that all guests receive a high level of service, attention, and hospitality.
- Act as the primary point of contact for any guest complaints, issues, or special requests, resolving problems in a timely and professional manner.
- Monitor guest satisfaction throughout their visit, ensuring that service is consistent, efficient, and exceeds expectations.
- Encourage a guest-first mentality within the team, motivating staff to provide personalized and exceptional service.
- Conduct regular checks of the dining area, game zones, attractions, and event spaces to ensure that guests are comfortable and satisfied.
Team Leadership & Staff Development:
- Lead, train, and develop a team of servers, hosts, game attendants, and other front-of-house staff, ensuring they have the knowledge, skills, and motivation to succeed.
- Provide ongoing coaching and feedback to improve staff performance, ensuring adherence to company policies and procedures.
- Conduct regular team meetings to communicate goals, updates, and service standards, while fostering a collaborative and positive work environment.
- Monitor staff performance during shifts, providing guidance and support as needed to ensure efficient service and high standards of guest care.
- Manage scheduling to ensure appropriate staffing levels during peak periods and special events, ensuring operational efficiency and optimal guest experience.
Operational Efficiency & Safety:
- Oversee the daily operations of the front-of-house, ensuring smooth coordination between departments (e.g., food and beverage, games, attractions).
- Ensure that all service areas (restaurants, game areas, guest services) are clean, organized, and meet safety standards.
- Ensure compliance with all health, safety, and sanitation regulations, especially in food service, guest handling, and public spaces.
- Oversee the proper operation of systems such as the point-of-sale (POS) system, reservation system, and guest check-in processes.
- Ensure that all guest-facing staff are knowledgeable about the menu, promotions, and entertainment options available at the FEC.
Guest Feedback & Relationship Management:
- Regularly gather guest feedback, both informally (e.g., through conversation) and formally (e.g., via surveys or online reviews), to assess the level of service and satisfaction.
- Take immediate action to resolve guest complaints or dissatisfaction, and follow up to ensure a satisfactory resolution.
- Implement strategies to encourage guest loyalty and repeat business, including special promotions, loyalty programs, or VIP guest offerings.
- Actively engage with guests during their visit to ensure their needs are met and that any concerns are addressed quickly.
Event & Special Promotion Coordination:
- Work closely with the event coordinator and marketing team to promote and ensure smooth execution of special events, birthday parties, and group bookings.
- Manage service-related aspects of large events or parties, ensuring that both the service staff and guests are well-prepared.
- Oversee the set-up, breakdown, and coordination of guest events and ensure they meet guest expectations.
Administrative & Reporting:
- Manage administrative tasks such as staff attendance, timecards, and payroll.
- Maintain accurate records of guest feedback, complaints, and any corrective actions taken.
- Prepare daily, weekly, and monthly reports on operational performance, guest satisfaction, and staff productivity for upper management.
- Track inventory levels for guest-facing areas, ensuring all necessary supplies (e.g., menus, condiments, uniforms) are stocked and available.
Qualifications:
Experience:
- 3+ years of experience in a managerial role, preferably in a hospitality, family entertainment, or customer service environment.
- Experience managing teams in a fast-paced environment and overseeing customer-facing operations.
- Previous experience in managing large teams, scheduling, and handling guest relations.
Skills:
- Strong leadership and team management skills, with the ability to inspire, coach, and develop staff.
- Excellent customer service skills with the ability to handle difficult situations with professionalism and a positive attitude.
- Exceptional communication and interpersonal skills, with the ability to interact with staff, guests, and upper management effectively.
- Strong problem-solving skills and the ability to think quickly on your feet to resolve issues.
- Knowledge of food and beverage operations, including POS systems, inventory management, and basic financial reporting.
Personal Attributes:
- Energetic, approachable, and friendly, with a passion for providing an exceptional guest experience.
- Detail-oriented and organized, with the ability to manage multiple tasks and priorities at once.
- Ability to stay calm and composed under pressure, especially during busy periods.
- Self-motivated and proactive, with a strong sense of ownership over responsibilities.
Physical Requirements:
- Ability to stand and walk for long periods of time.
- Ability to lift up to 50 lbs (e.g., boxes, supplies).
- Comfortable working in a fast-paced environment with varying levels of guest traffic.
Benefits:
- Competitive salary based on experience.
- Health, dental, and vision insurance (if applicable).
- Employee discounts on food, drinks, and entertainment.
- Opportunities for professional growth and development within the company.
- A dynamic, fun, and family-oriented work environment.
About Safari Fun Park:
At SFP, we provide exciting entertainment experiences for families, groups, and individuals, including arcade games, bowling, mini-golf, laser tag, and more! As a Service Manager, you’ll be integral in ensuring that our guests have an unforgettable experience, from the moment they walk through the door to the moment they leave. If you have a passion for customer service, team leadership, and creating fun, memorable experiences, we’d love to hear from you!
Pay: $58,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Relocation assistance
Work Location: In person
