Lead Guest Service Host

Job Description

Job Description

With over 85 locations, Dotty's Stella's Place & Shelby's are Chicagoland's Premier Destination for slot and video poker. Our three brands, are neighborhood gathering places for adults to enjoy a light meal and video gaming in the comfort of a welcoming and friendly environment

Description:

The Hourly Manager serves as the first point of contact for all guests and vendors visiting our gaming cafes, and as a resource and mentor to all employees. This leader takes initiative to inspire and guide teams across assigned locations, seamlessly balancing diverse responsibilities to deliver exceptional service and ensure an outstanding gaming experience for every guest. Welcoming and customer-focused, the Hourly Manager prioritizes guest satisfaction while maintaining smooth and efficient operations.

Expectations:

• Act with integrity and honesty in all work-related duties.
• Lead the operations of the store during each scheduled shift.
• Develop a positive work environment for employees, guests, and vendors.
• Uphold state, local, and company standards and regulations.
• Collaborate with fellow staff and managers.
• Uphold clear and consistent communication with all employees and managers.
• Be proficient in each area of responsibility and assist when necessary.

Responsibilities:

• Responsible for all operations of assigned locations while on shift.
• Act as a resource and mentor for employees, while on shift.
• Provide exceptional customer service.
  • Genuinely create memorable experiences for all our guests, every shift, every day, every time.
  • Anticipate customer needs by actively listening and offering tailored solutions.
• Be knowledgeable of vgt machines, games, and features, and how to resolve machine issues.
• Enthusiastically promote marketing initiatives consistently to every guest.
  • Accurately document guest activity and records.
• Maintain the highest standard of cleanliness and sanitation.
  • Clean and sanitize café and gaming areas, restrooms, kitchen spaces, and common areas maintaining a tidy appearance.
  • Empty trash bins and ensure proper disposal of waste.
  • Assist with deep cleaning tasks, such as degreasing kitchen equipment, as needed.
  • Perform regular and consistent maintenance of equipment.
  • Assign and/or perform employees' weekly/monthly cleaning tasks and performs audits of completion.
• Effectively communicate business needs including but not limited to issues such as guest feedback, broken equipment, and/or low product inventory.
• Responsibly manage financial transactions including cash drawer, sales, daily deposits, and tips.
  • Run financial sales reports and prepare weekly deposits.
  • Notify Senior Multi-Unit Manager and/or Multi-Unit Manager of any discrepancies.
• Prohibit underage patrons from purchasing alcohol or gambling by ID'ing every guest, every time.
• Actively support liquor, gaming, health, and other regulatory inspectors to ensure compliance and maintain strong professional relationships.
• Prepare and serve food and beverage items.
• Ensure consistent food quality, standards, and service.
  • Record cooler and freezer temperatures throughout the day.
• Ensure successfull completion of certification courses within 30 days of hire for all employees.
  • Basset, Allergen, sexual harassment, and Illinois Food Manager
• Providing a safe environment for staff, guests, and vendors.
  • Locking doors and setting alarms.
  • Reporting safety hazards or concerns such as torn carpet or defective furniture.
• Train and develop new and existing employees, focusing on guest service host responsibilities and company initiatives.
• Staffing and Schedules:
  • Schedule interviews for new Guest Service Host positions.
  • Write and maintain bi-weekly schedules for all employees.
  • Manage shift changes, requests off, and call offs.
• Inventory and Ordering:
  • Complete accurate monthly inventory and weekly liquor inventory for assigned Locations.
  • Place orders for food, liquor, and supplies, as needed.
• Repair and Maintenance
  • Be familiar with trouble shooting procedures for equipment and facility.
  • Present clear information of issues and deliver to Senior Multi-Unit Manager and/or Multi-Unit Manager.
• Consistently work regular weekly shifts across assigned locations, averaging 30-40 hours per week.
  • Scheduled should include open, mid, and close shifts, as well as weekends.
• Maintains regular and consistent attendance and punctuality.
• Perform other duties as requested by management.

Skills & Experience:

• Must be 21 years of age.
• Previous management and customer service experience is preferred.
• Must have a reliable form of transportation.
• Able to use a touch-sensitive POS System.
• Being able to bend, reach, lift and/or carry 15 pounds.
• Knowledge of the service environment.
• Strong interpersonal skills and the ability to work as part of a team.
• Attend meetings and trainings as required by management.