The Epicenter Guest Services Supervisor

## Description

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| **JOB TITLE:** | The Epicenter Guest Services Supervisor | **BACKGROUND:** | Minor Safety |

| **DEPARTMENT:** | The Epicenter | **FLSA STATUS:** | Non-Exempt |

| **REPORTS TO:** | The Epicenter Manager | **APPROVED ON:** | TC: 02/19/26 |

| **SALARY RANGE:** | $21.00/hrly to $23.00/hrly | | |

***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.

**E****S****S****E****NTIAL 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/S****UPERVISORY 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

**Q****U****A****LIFICATIONS**: 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.