The Supervisor – Team Leader will assist the Facility Manager in the daily floor operation and make sure that all members are providing excellent quality of service. 

Guest Services

• Be the expert: Explain game operation or rules to guests and motivate them to play.
• Be the Ambassador of fun: create an enjoyable play experience in our facility to encourage repeat visits.
• Ensure all guests are greeted enthusiastically and all your team interact with guests positively and professionally.
• Fills and sends all complaints related to the daily problems happened with guests and send it to the FM for Action.
• Assist with the guest service exit-interview process as required and provide immediate associates with positive and negative feedback as a result of the interviews and correct any deficiencies immediately.
• Keep professional records in the event of guest service deficiencies, complaints, or accidents.
• Ensure the telephone is answered by all your team professionally.

 Staffing

• Prepares the weekly schedule & Section rotation of employees send it for the FM for approval.
• Manages the Security and Stewarding team on site and assure productivity of work from their End.
• Leads, manages & coaches all team members.
• Follows up concerning the induction program of new joiners and provides feedbacks accordingly.
• Assist in team members’ performance evaluation by providing feedback.
• Supports all staff during rush hours.

 Operations

• Be a promoter: promote marketing tools, packages and Cosmocity® features.
• Fills the Daily Log book and End of day report & share it with the Supervisor or FM.
• In charge of filling the opening & closing procedures checklist to make sure that the floor is ready to host guests.
• Prepares the Fond de Caisse and new cards before shift.
• In charge of filling tickets, refiling Merchandisers machines, taking weekly counters and finalizing all the transfers.
• In charge of closing procedures & follow up regarding checklist.
• In Charge of retrieving & preparing the transaction report and assure to execute a reconciliation between system and cash money report on count.
• Prepares all reports related to EMP SHEET, POS PRIVILAGE, XD & PHOTO BOOTH COUNTER… and submit it to the FM plus clarifications.
• Replaces & plays the role of the FM (during the absence of the FM) in terms of handling all problems and taking decisions related to the operation (Supervisor Duty)
• Know how to handle his responsibilities & submit reports to his line manager.
• Follows up regarding all administrative duties related to GSAs.
• Assist the line manager in ensuring that your team follows the Cosmocity® Operations and Personnel Manuals.

 Inventory Control

• Monitor merchandise inventory and assist in the re-order process (Based on Par level sheet) and send it to the FM for approval.
• Ensure that all merchandise is kept, stored and presented according to safety standards and the Cosmocity® presentation norms.
• Ensure that all delivery to consumers are made within the earlier expiry date of the product.

Facility Maintenance

• Ensure that all equipment is in excellent condition and notify management immediately of any deficiencies.
• Follow up on maintenance of the games and the game area.
• Perform minor repairs on various machines.
• Monitor the facility’s conformity to fire and safety regulations.

Financial

• Identify and communicate any accounting related issues to line manager promptly.
• Count money in cash drawer at the beginning of shifts to ensure that amounts are correct and assist in Bank deposit.
• Receiving & validating payment (cash, check, credit cards, vouchers, receipt, refund, credits….)
• Receives the daily cash out from Cashiers & prepares the report and share with the FM.