Tribal Preference will be given in accordance with BRBRR Act Relating to Employment

POSITION SUMMARY:  The Guest Services Department Supervisor is responsible for overseeing all aspects of guest services within The Epicenter. This role includes direct supervision of staff, managing sales for the movie theatre, the jump zone, bowling lanes, arcade games, laser tag, and all other entertainment amenities as well as budget management to ensure an exceptional guest experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Directly supervise and lead the Guest Services team, ensuring a motivated, cohesive, and customer-focused group.
• Develop and implement effective strategies to enhance guest experience and overall operational efficiency.
• Collaborate with the Epicenter Manager to analyze data and trends to identify opportunities for revenue growth and cost optimization.
• Ensures Team Members are trained to be quick, accurate, and knowledgeable about movies, special events, upcoming attractions, pricing, promotions, etc. Shall train employee on movie projection duties.
• Monitor movie operations to ensure that standards for sound and image projection quality are met.
• Set up and adjust picture projectors and screens to achieve proper size, illumination, and focus of images, and proper volume and tone of sound.
• Prepare film inspection reports, attendance sheets, and log books.
• Download digital keys to unlock digital movie files.
• Ingest digital content, such as films, advertisements, or trailers, into servers or projectors.
• Perform minor repairs, such as replacing worn sprockets, or notify maintenance personnel of the need for major repairs.
• Generate, review, and present comprehensive sales reports for all entertainment zones on a weekly, monthly, and quarterly basis.
• Manage the budget for The Epicenter operations, including labor costs, repair/maintenance expenses, and cost-of-goods sold.
• Proactively develop and execute promotions, events, and engagement activities to attract and retain guests.
• Monitor and maintain high standards of cleanliness, organization, and safety in all guest services areas.
• Lead by example in guest interactions, demonstrating outstanding customer service and resolving escalated issues.
• Foster a culture of continuous improvement by gathering feedback from both staff and guests and implementing necessary changes.
• Collaborate with the Epicenter Facilities Supervisor to ensure timely and effective preventative maintenance of all attractions and equipment.
• Address and resolve performance-related issues among staff through coaching, counseling, and proper documentation.
• Assist in the development and execution of training programs for new and existing staff, ensuring alignment with established service standards.
• Stay current with industry trends and competitors' offerings to identify potential areas of improvement.
• Participate in regular management meetings to share insights, updates, and contribute to strategic decision-making.
• Support and contribute to the overall goals and mission of the Epicenter.
• Cross train in other Epicenter roles to provide back up as needed.
• Other duties as assigned.

AUTHORITY/SUPERVISORY RESPONSIBILITIES:  Shall provide management responsibilities to Epicenter Guest Services Representatives. This shall include, but is not limited to; implement training programs, scheduling, time keeping, evaluations, coaching, and disciplinary action.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Please be advised that all prospective employees of The Epicenter are required to undergo background checks and receive clearances from both the FBI and the Department of Justice before they can work with children. Persons with convictions of serious misdemeanors and felonies will not be cleared and may not be hired.

EDUCATION/EXPERIENCE:

• Must be twenty-one (21) years of age.
• Must have High School diploma or GED
• Must have three (3)/years of related experience in an entertainment/hospitality industry providing direct customer service.   
• Must have one (1)/year of direct supervisory experience overseeing multiple employees overseeing customer service.   
• Experience with audio and visual technology a plus.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Shall possess a valid driver's license and be insurable by agencies insurance.
• Must provide or obtain a Food Handlers certification upon hire and maintain during employment. 
• Must provide or obtain the Responsible Beverage Service (RBS) certification and maintain during employment.
• Must provide or obtain CPR & First Aide certification within three (3) months of hire.

COMPUTER OPERATIONS

• Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.

LANGUAGE SKILLS:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS AND ABILITIES:

• Ability to operate standard office equipment (copier, fax, etc.).
• Must be able to work with American Indian people and be sensitive to their culture.
• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Be a team player.  Look for opportunities to help another team member.
• Work hard to maintain and promote a positive work environment.
• Provide leadership to others through example and sharing of knowledge/skill.
• Must be able to work all shifts, weekends, holidays & special events as needed.
• Must be able to have a safe and neat uniform consisting of black pants and nonslip shoes. Only a uniform top will be checked out to employees.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5 hrs/day)

F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5 hrs/day)

C (Constantly) Occupation requires this activity more than 66% of the time (5.5 hrs/day)

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

ACKNOWLEDGMENT:

I have read this job description and fully understand the requirements set forth therein. I hereby accept this position and agree to abide by the requirements set forth and will perform all duties and responsibilities to the best of my ability.

Bear River has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by Bear River as deemed appropriate. I further understand that my employment is at-will and thereby understand that my employment can be terminated at-will by the facility or myself, and that such termination can be made with or without notice.

Salary : $21 - $23