Job Description

SUPERVISOR - CUSTOMER SERVICE & BOWLING DESK

Something different is happening at City Centre Park! ...and we are looking for people that want to be part of the change.

We're looking for passionate and service-driven leaders to join our team at Langford Lanes, - where great food, fun, and unforgettable experiences come together. As a supervisor, you'll play a pivotal role in shaping the guest experience and leading a team that thrives on excellence.

This role goes far beyond overseeing daily operations. You'll be the heartbeat of our hospitality team - mentoring staff, resolving guest concerns with professionalism and warmth, and ensuring every interaction reflects our commitment to outstanding service. Whether it's coordinating guest reservations in the bowling alley, supporting special events, assisting with spikes in business volume, or creating a welcoming atmosphere, your leadership sets the tone.

If you're approachable, proactive, and excited to lead in a fast-paced, high-energy environment where guests come to connect, celebrate, and unwind - we'd love to hear from you.

Reporting to the Hospitality & Guest Services Manager, this supervisor role supports customer-facing operations across the Guest Services team in the bowling alley. This hands-on role assists in the day-to-day operations of the customer service team at the bowling reception desk. The supervisor also helps supervise recreational programming such as public skating, birthday parties, and seasonal activities including camps and outdoor skating (when required). In addition, this role is also called upon to assist with supervisory duties across the front-of-house team when necessary. Finally, this position is also responsible for providing support and leadership to our bowling leagues, by assisting with relevant administration and other tasks.

This role contributes to maintaining high standards of customer service and a welcoming guest environment across all touchpoints. Responsibilities include supporting staff on shift, ensuring service protocols are followed, overseeing guest interactions, enforcing policies and procedures, processing POS transactions, and serving as a key resource for both guests and team members.

The position requires proactive problem-solving, a service-first mindset, and the ability to collaborate across departments to facilitate smooth operations. The supervisor responds to guest inquiries and concerns, ensures that we are compliant with all mandated operational protocols (responsible beverage service, etc.) and promotes a positive workplace culture through open communication, meaningful support, and collaborative "team first" approach.

TYPICAL DUTIES AND RESPONSIBILITIES:

Leadership & Supervision

Oversee daily operations under the direction of the management team, including staff supervision, guest flow management, and enforcement of service standards. Responsibilities also include promptly resolving operational issues, supporting team development, reinforcing company policies, and fostering a collaborative, guest-focused environment.

Monitor and oversee daily activities in Langford Lanes. In addition, this role is sometimes called upon to oversee and assist in the City Centre Grille, Langford Lanes, Patio 37, PlayZone, Mini-Golf, Recreational Programming, and the Eagle Ridge Community Centre.

Provide active supervision of staff and daily operations, cultivating a collaborative work environment that emphasizes accountability, professionalism, and ongoing improvement.

React to changing business volume and adjust coverage needs, as required.

Provide consistent feedback to team members, reinforce service standards, and help resolve performance concerns.

Contribute to team development by encouraging best practices, promoting a positive atmosphere, and providing routine coaching to staff.

Process Improvement

Respond promptly to guest concerns and service disruptions in a positive, solutions-oriented manner, escalating to management when required.

Observe daily service operations and report workflow challenges.

Provide comprehensive training in standard service protocols to promote consistency, enhance service quality, and support operational efficiency across all areas of the business.

Miscellaneous

Deliver hands-on support during peak periods to sustain service efficiency, assist team members, and ensure a seamless guest experience. Proactively manage high-volume demands while reinforcing team collaboration and maintaining smooth operational flow.

Review cash-outs to verify accuracy and ensure compliance with established financial procedures and controls.

Complete shift-related checklists, logs, and compliance records (responsible beverage service, etc.).

REQUIREMENTS

Serving it Right certification (or willing to obtain).

Proven experience in a guest services setting within a restaurant or other hospitality-based service industry.

Strong organizational and time management skills.

Strong leadership skills with the ability to train, mentor, and supervise staff.

Demonstrated excellence in customer service, with the ability to proactively resolve guest concerns, deliver memorable experiences, and cultivate long-term customer loyalty through personalized and attentive engagement.

Strong interpersonal and communication skills.

The successful candidate must provide a satisfactory Criminal Reference Check.

WORKING CONDITIONS

This position calls for a proactive and adaptable individual who thrives in a dynamic, multi-venue environment. As the Supervisor (Customer Service & Bowling Desk), you'll oversee and support operations across several distinct facilities within the City Centre Park Complex--including food and beverage outlets, recreational venues, and guest experience zones.

Success in this role hinges on your ability to remain highly engaged with frontline teams and actively involved in day-to-day service delivery. The supervisor is not stationed at a single desk or location; instead, they take a mobile and hands-on approach--frequently moving throughout the complex to assist staff, monitor service quality, respond to guest needs, and resolve operational challenges in real time.

This is a physically active position that requires regular walking, standing, and interacting with multiple departments across a shift. The ideal candidate demonstrates natural leadership in fluid environments, maintains a strong customer service presence, and is comfortable prioritizing tasks on the go while staying calm and collected during peak periods.

DISCLAIMER

This description has been designed to indicate the key responsibilities of the job and the nature of the work performed by this role. 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: $19.00-$24.00 per hour

Benefits:

Discounted or free food On-site parking Store discount
Work Location: In person