Front Counter Associate
2 weeks ago
Department: Front Counter
Reports to: Front Counter Manager, Manager on Duty and General Manager
Consults with: Shift Leader, Head Track Official, Facilities Manager, Track Officials, Front Counter Staff, Event Coordinator, Event Manager, Front Counter Manager
Overall Responsibility: Oversee guest experience through Victory Lane Karting and Gasoline Alley. Front counter is also responsible for laundry and Victory Lane Karting and Gasoline Alley cleanliness
Skills and Qualifications:
Develop strong sense of customer service
Develop proficiency on Club Speed
Develop leadership skills
Self-motivated
Develop problem solving – the ability to think on one’s feet and come up with best solution
Key Areas of Responsibilities:
Communication
Communicate with track and any event coordinators at the beginning of shift, to make sure the transition between shifts is smooth and that all staff members are on the same page.
Communicate with next shifts coworkers at end of first shift, to make sure they have all the information they need regarding walk-ins, events, laundry in order to have a productive and successful shift.
Communicate with track officials about racing, trouble customers, and events to ensure a smooth flow of racing and a good racing experience for all.
Communicate with General Manager and Facilities manager when something breaks
Communicate with General Manager about any issues (guests, staff, karts, software) that arise during the shift
Consult with GM regarding family races or double-seater races.
Facility Cleanliness
Ensure that there are clean head socks for the track, clean bar towels for closing, receipt paper and other essentials on hand at the front.
Oversee nightly cleaning and closing duties are completed and Victory Lane Karting and Gasoline Alley are ready for business the next day.
Keep up with laundry – suits, head socks, bar towels, table cloths and face cloths (in season)
Complete all daily tasks
Guest Experience
Give clear and complete drivers meeting to all first-time guests
Ensure all guests know where to find suits, helmets, head socks and where the entrances to the track are
Ensure all guests know when their race is and how to look at the up-next screens
Answer the phone, call back miss calls and check voicemail
Explain pricing and pricing policy (no transferring, specials, races stay on account etc) so all guests know
Explain bowling etiquette and how to work the bowling machines to all Gasoline Alley guests.
Ensure that all guests know where they need to be.
Approach and talk to guests, especially if they look unsure or lost
Consult with GM regarding guest complaints
Operations
Prioritize front counter operations for facility safety, guest experience and facility cleanliness
Gasoline Alley
Identify common problems with the lanes and notify GM or Facilities Manager
Check lanes for cleanliness throughout the day
Oversee lanes for safety and proper use of equipment
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