Supervisor
As Supervisor, you are a support person for the General Manager and an essential bridge between management, team and customer. You assist in driving operational excellence, ensuring guest satisfaction, and supporting team development. You serve as a point of contact in the GM's absence — leading the shift, maintaining venue standards, and ensuring every aspect of daily operations runs to IGB standard. A successful supervisor executes venue operations efficiently while maintaining high standards in customer service, team engagement, and sales performance.
Key Responsibilities
Operations & Facilities
- Open and close the venue to IGB standard operating procedures; execute all shift checklists with accuracy and consistency
- Perform pre-shift inspections to confirm all game boxes and technology are fully operational; log and escalate faults to the GM or corporate partners without delay
- Perform and assign daily cleaning duties: sweep, dust, windows, doors, restrooms, party rooms, check-in counter, break room, and stock areas to brand standard
- Support group event setup including handling food and drink orders, room preparation, and ensuring a seamless guest experience
- Maintain a safe, clean, and welcoming venue that complies with all state laws and company health & safety policies
- Support the GM with stock counts, supply ordering, inventory management, and spare-parts tracking
Sales, Events & Guest Experience
- Champion the guest experience on every shift; model five-star service behaviors and hold the team accountable to IGB standards. Collecting Reviews from guests daily is a critical component to order growth
- Support setup, execution, and breakdown of school group, corporate, and birthday party events
- Drive walk-in sales and assist with inbound event enquiries; promote available booking options and upsell experiences
- Resolve guest concerns and escalations on shift with professionalism; escalate to the GM as appropriate
- Help implement local marketing and sales efforts to drive foot traffic and increase venue visibility
- Uphold all IGB policies, procedures, and brand standards consistently across every customer touchpoint
Financial & Operational Support
- Supports the GM's with daily operations and takes ownership of review goals, sales initiatives, and key performance metrics.
- Monitor and report shift-level KPIs — revenue, game uptime, and guest satisfaction — to the GM following each shift
- Support payroll accuracy by ensuring timeliness, breaks taken, and schedule adherence during shifts
- Manage controllable expenses at shift level; flag anomalies or supply needs to the GM proactively
People Leadership & Development
- Serve as a communication bridge between the GM and the venue team; ensure all directives and company updates are clearly relayed
- Lead the shift with energy, clarity and delegate tasks and provide real-time direction
- Assist in training and mentoring new associates; foster a positive, growth-oriented team culture
- Provide regular feedback and motivation to team members to enhance engagement and performance
- Communicate shift observations, team feedback, and operational issues to the GM to support informed decision-making
Venues function with a small headcount (3 to 6 associates). Supervisors are hands-on in all aspects:
- Opening, hosting, scheduling support, servicing, cleaning, guest recovery, system maintenance, closing etc.
- Business size will require Supervisors to work alone on a significant amount of days during the week.
Qualifications & Skills
Required Experience
- 1+ year of experience in a supervisory or shift-lead role in retail, hospitality, leisure, F&B or entertainment
- Hands-on leadership style with the ability to inspire, engage, and hold a small team accountable
- Experience handling guest interactions, conflict resolution, and service recovery
- Proven ability to prioritize tasks and problem-solve in a fast-paced environment
- Knowledge of POS systems, inventory management, and operational procedures
- Comfortable working with technology-based attractions and ticketing platforms
Preferred Experience
- Background in food & beverage, group events, or experiential attractions
- Familiarity with scheduling, payroll support, or operational reporting tools
- Experience in driving sales, delivering exceptional customer service experience
Skills & Traits
- Natural team leader who leads by example and holds self and the shift accountable
- Calm under pressure, solutions-focused, and adaptable in fast-changing environments
- High level of organization, attention to detail, and adaptability in a dynamic workplace
- Effective communicator — written and verbal — with strong interpersonal skills
- Ability to work collaboratively and delegate effectively while maintaining team morale
- Positive attitude that will support a servant style leadership focused on motivating and inspiring team
Key Performance Indicators
Guest Satisfaction
NPS, Google/TripAdvisor ratings
PES (Performance Engagement Score)
Repeat business and service recovery rate
Operational Readiness
Game uptime % per shift
Venue cleanliness and presentation score
Shift open/close execution accuracy
Sales & Events
Walk-in conversion support
Event set up accuracy and guest satisfaction
Group booking support and food order fulfilment
People & Team
Associate punctuality and reliability on shift
New hire training completion support
Shift feedback delivery to GM
Roles, responsibilities and KPI’s are subject to change at any time based on business needs.
Key Information / Job Function: High frequency
- Standing, Walking, Bending, Squatting, Lifting, Climbing, Twisting, Turning, Kneeling, Stooping, Sweeping, Wiping
- Communicating with Customers in person - via email, chat & phone, Computer work 75%, Typing / Using Keyboard
Pay: £13.21 per hour
Benefits:
Work Location: In person
