Description:
The Family Entertainment Center Supervisor is responsible for overseeing the daily operations within the Family Entertainment Center, ensuring all activities, attractions, and services run smoothly. This role involves supervising staff, ensuring a safe and enjoyable experience for guests, assisting with operational needs, and supporting management with event coordination and guest services. The Supervisor plays a key role in ensuring staff deliver excellent customer service while maintaining safety and cleanliness standards
Key Responsibilities: Staff Supervision & Leadership:
Oversee and direct the daily activities of attendants, hosts, and other team members.
Assign tasks and responsibilities to staff, ensuring coverage for all areas of the entertainment center.
Provide on-the-job training and continuous feedback to staff, helping improve service and safety.
Monitor staff performance and provide guidance to ensure a high standard of guest service.
Address any staffing issues or concerns, escalating to the management team when necessary.
Guest Service & Experience:
Ensure that guests have an enjoyable and memorable experience by monitoring guest interactions and proactively addressing needs.
Assist guests with questions, concerns, or special requests, ensuring their satisfaction.
Handle guest complaints or conflicts with professionalism, resolving issues in a timely manner.
Ensure a welcoming and family-friendly atmosphere throughout the center.
Operations & Facility Management:
Oversee the operation of games, rides, attractions, and play areas, ensuring they are properly maintained and operating safely.
Assist with the set-up and breakdown of special events, activities, or private bookings.
Conduct regular inspections of facilities and equipment to ensure cleanliness and safety.
Report any maintenance or safety issues to the management team for immediate attention.
Ensure that safety protocols are followed at all times by both guests and staff.
Safety & Security:
Monitor guest activities to ensure adherence to safety guidelines and prevent any incidents.
Supervise crowd control and ensure safe entry and exit from attractions.
Respond to emergencies or incidents quickly and appropriately, following the company’s emergency procedures.
Maintain awareness of guest behavior and intervene when necessary to prevent accidents or disruptions.
Cash Handling & Financial Support:
Assist with cash handling, including ensuring that all transactions are processed accurately and securely.
Help manage point-of-sale systems and assist in ticket sales or retail transactions.
Ensure accurate inventory control for game tokens, merchandise, and other supplies.
Support in monitoring daily revenue and expenses.
Event & Activity Support:
Assist in organizing and executing special events, promotions, or themed activities.
Ensure that activities are set up and executed in line with guest expectations and company standards.
Provide assistance to large groups, birthday parties, and other event guests to ensure their needs are met.
Collaborate with the management team to implement promotional strategies and new event ideas.
Team Collaboration & Communication:
Work closely with the Family Entertainment Center Manager and other supervisors to ensure operations are running efficiently.
Communicate effectively with other departments (e.g., maintenance, food service, marketing) to resolve issues and improve the guest experience.
Participate in regular staff meetings to stay informed about promotions, safety updates, and team objectives.
Requirements
Qualifications
Education:
High school diploma or equivalent preferred; some college coursework in hospitality, business, or a related field preferred.
Experience:
At least 2-3 years of experience in a supervisory role in a family entertainment center, amusement park, or similar recreational environment.
Experience in customer service and staff management is highly desirable.
Skills:
Strong leadership and supervisory skills, with the ability to motivate and manage a team.
Excellent communication and interpersonal skills to effectively engage with guests and staff.
Ability to handle guest complaints or concerns with professionalism and poise.
Strong organizational skills and the ability to multitask in a fast-paced environment.
Basic knowledge of cash handling, point-of-sale systems, and safety protocols.
Physical Requirements: Ability to stand and walk for long periods.
Ability to lift up to 25-30 lbs (e.g., equipment, supplies, or cleaning items).
Comfortable working in a high-energy, noisy environment.
Ability to move between indoor and outdoor areas, and work in various weather conditions.
Work Environment:
The Family Entertainment Center Supervisor works in both indoor and outdoor environments.
The role may involve working in high-energy and crowded spaces, especially during peak hours (weekends, holidays, or special events).
Evening, weekend, and holiday shifts may be required, based on the center’s hours of operation.
The position requires frequent interaction with children, families, and large groups.
Compensation: Competitive hourly wage based on experience.
Benefits may include health insurance, paid time off, and employee discounts.
Position Summary:
The Family Entertainment Center Supervisor ensures that daily operations run smoothly, staff is well-supported, and guests have a fun, safe experience. By overseeing staff, guest interactions, and ensuring the cleanliness and safety of the center, the Supervisor plays an important role in creating a memorable experience for families and maintaining a high level of service.
DISCLOSURE STATEMENT
No one Job Description, for any one position, can possibly encompass all responsibilities, which may be requested. The above Job Description is a summary of the major responsibilities of the position. The objective of any position is to effectively provide the services and support for the Hotel. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
This document does not create an employment contract, implied or otherwise, other than “at will” employment relationship.
