Summary
The Assistant Manager on Duty (AMOD), under the supervision of the Manager on Duty (MOD), is responsible for the management and supervision of all aspects of Entertainment Center operations in the absence of the MOD. The AMOD is empowered to ensure that the highest standards of customer service and hospitality are maintained and delivered through direct communication and interaction with guests and employees. The Assistant Manager on Duty enforces all floor operational procedures in accordance with approved internal controls. The Assistant Manager on Duty displays the highest degree of professionalism, judgment, and decision making in all customer and employee interactions.
Essential Duties and Responsibilities
Include the following (other duties may be assigned):
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Ensures the best possible guest service and addresses guest and employee needs in courteous and prompt manner.
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Maintains open communication between departments and acts as a liaison between operational and administrative personnel. Builds and promotes teamwork to ensure a unified and efficient operation.
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Ensures compliance with all applicable laws, regulations, and policies, and enforces controls to protect assets.
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Performs management functions under the supervision of the MOD as needed and provides direction/guidance to shift personnel.
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Assists the MOD in monitoring shift staffing levels to ensure all departments are appropriately staffed according to business volume and guest service needs.
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Identifies areas in need of attention and provides advice and/or resolutions concerning operational deficiencies in order to maintain the highest level of operational effectiveness.
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Maintains security access to sensitive areas during working hours.
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Resolves customer disputes in a prompt and courteous manner.
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Assumes/performs additional duties as assigned.
Supervisory Responsibilities
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, reviewing, and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
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Qualification Requirements - Strong understanding and working knowledge of entertainment and hospitality operations.
- Ability to perform assigned duties in highly interruptive conditions.
- Ability to communicate with the MOD, staff, and guests in a non-threatening manner to convey information effectively and appropriately.
- Ability to solve problems and deal with customer complaints, and consistently exercise common sense and good judgement in decision making.
- Must be capable of multi-tasking and have excellent customer service skills.
Education, Training and experience - High School or GED required.
- Three to five years’ experience in the entertainment and/or hospitality industry required with minimum of one year management experience.
Certifications, Licenses, Registrations None noted. Working Environment and Conditions Performs duties in a smoke-filled, noisy environment with flashing lights. Occasional exposure to a well-lighted, ventilated and temperature-controlled office environment. |
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