Assistant Manager - Hospitality & Guest Services

JOB TITLE: Assistant Manager- Hospitality & Guest Services

LOCATION: City Centre Park (1089 Langford Parkway, Victoria, BC)

REPORTS TO: Hospitality & Guest Services Manager

OVERVIEW

Reporting to the Hospitality & Guest Services Manager, the Assistant Manager – Hospitality & Guest Services is responsible for assisting with the direct management and oversight of all customer-facing operations across the Front of House (FOH) and Guest Services teams. This dynamic role encompasses the management of a wide range of venues and experiences, including the City Centre Grille, Langford Lanes, Patio 37, PlayZone, Mini-Golf, and the Eagle Ridge Community Centre. The Assistant Manager also helps coordinate recreational programming such as public skating, birthday parties, seasonal camps, and outdoor skating events.

With a strong focus on service excellence, this role supports day-to-day operations, supervises staff, and ensures that guests receive a consistently high standard of service. The successful candidate must possess exceptional communication skills, the capacity to effectively oversee multiple competing priorities, and must demonstrate strong leadership and role modelling behaviours. Using a combination of managerial oversight, effective problem-solving, and hands-on supervisory skills, the role will ensure that exceptional service standards are consistently maintained, staff are accountable for their performance, and that overall customer satisfaction remains a priority.

TYPICAL DUTIES AND RESPONSIBILITIES

Leadership & Supervision

• Assist with the leadership and supervision of the frontline Customer Service and Front-of-House (FOH) teams at City Centre Park, ensuring a high standard of service delivery across all guest interactions. These teams serve as the first point of contact for patrons.
• Assist with the management of key business units, including the City Centre Grille, Langford Lanes, Patio 37, PlayZone, Mini-Golf, Eagle Ridge Community Centre, and various recreational programs, including public skating (indoor/outdoor).
• Promote a culture of accountability by prioritizing performance management practices, ensuring staff receive timely, constructive feedback - including course correction and recognition - to support growth, reinforce expectations, and drive continuous improvement across the team.
• Assist with the training and onboarding of new staff by providing clear guidance on organizational practices, fostering the development of a welcoming and inclusive environment, and promoting strong team integration through collaborative support and relationship-building.
• Ensure consistent adherence to cleanliness and sanitization standards across all facilities and program areas by conducting regular inspections, reinforcing staff accountability, and implementing best practices to promote a safe, hygienic, and welcoming environment for guests and team members.
• Actively perform various front-line service roles as needed to ensure uninterrupted operations, including stepping in for break coverage, sick calls, and other staffing gaps to maintain service quality and team support. This includes serving, bartending, food running, front desk coverage, etc.

Recreational Programming

• Provide direct oversight and active supervision of seasonal camp programs (Spring, Summer), including program planning, managing staff performance, delivering daily operational support to camp leaders, serving as the primary liaison for both camp staff and parents/guardians, and ensuring full compliance with established safety protocols and risk management standards.
• Assist in overseeing the birthday party program to deliver a seamless and enjoyable guest experience, while upholding standards of service excellence and maximizing guest satisfaction.

Customer Service

• Ensure that transactions are processed efficiently and accurately, including admissions, registrations, reservations, and point-of-sale purchases.
• Respond promptly and courteously to customer inquiries, both in person and via phone or digital platforms. Effectively operate a multiline telephone system – when required - by answering incoming calls, redirecting inquiries, and accurately taking and relaying messages - ensuring courteous and efficient service that reflects a high standard of customer care.
• Provide clear, up-to-date information regarding programs, services, schedules, fees, and special events.
• Maintain a welcoming and professional atmosphere that reflects the values and service standards of City Centre Park.
• Ensure prompt and effective resolution of customer service complaints and quality concerns, maintaining high standards of responsiveness and customer satisfaction.

Administration

• Manage supply inventories, coordinate product ordering, track inventory, and ensure effective stock rotation to maintain optimal inventory levels and support operational efficiency.
• Ensure staff consistently complete all required operational checklists - including opening, closing, and cleaning procedures - to uphold standards of efficiency, safety, and service quality.
• Perform cash handling duties as required, including processing transactions, managing cash floats, reconciling end-of-day totals, and ensuring accuracy and compliance with financial procedures and security protocols.

Process Improvement

• Review and analyze customer satisfaction data to identify trends and areas for improvement, providing actionable insights, rationale, and strategic feedback to the Hospitality & Guest Services Manager.

Miscellaneous

• Carry out additional responsibilities and tasks as assigned by management, which may include supporting team operations, assisting with special projects, adapting to shifting priorities, and contributing to organizational goals as needed.

REQUIREMENTS

• Post-secondary education in Hospitality Management, Hotel/Restaurant Management, Business Administration, or related field (preferred).
• Proven experience in front-of-house management/guest services within a restaurant or other hospitality-based service industry.
• Strong understanding of customer service principles.
• Strong interpersonal communication skills.
• Previous experience coordinating recreation programs for children and youth is an asset.
• Level 1 First-Aid / CPR Certification (or willing to obtain).
• Ability to work a variety of shifts (days, evenings, weekends, and holidays).
• Serving it Right Certification (or willing to obtain upon hire).
• Criminal Reference Check.

WORKING CONDITIONS

Work is performed across the City Centre Park recreational complex. Hours of work may a vary and will include a mix of days, evenings and weekend work. Heavy lifting may be required up to 25 lbs. This role will be required to work in a fast-paced environment; repetitive tasks and standing for hours at a time are common. Job hazards may include slips, and cuts, but injuries are seldom serious.

DISCLAIMER

This description has been designed to indicate the key responsibilities of the job and the nature of the work performed by employees. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and tasks required of employees assigned to this job

Job Type: Full-time

Pay: $52,000.00-$60,000.00 per year

Benefits:

• Discounted or free food
• On-site parking
• Store discount

Work Location: In person