Senior Supervisor Food & Merchandise Operations - Chicago Theatre

Who are we hiring?

The Senior Supervisor, Food & Merchandise is responsible for delivering an exceptional guest experience across our venues through outstanding hospitality and efficient operations. This role will focus on fostering a welcoming environment, driving sales, and leading the training and development of all F&B and merchandise frontline team members. The Senior Supervisor will report to the F&B and Merchandise Manager.

What will you do?

Guest Experience & Operations

• Lead with energy and positivity while overseeing daily operations and supervision of frontline F&B and merchandise staff.
• Foster collaborative relationships with other departments such as Guest Services, Security, and Event Operations.
• Ensure seamless coordination of service points including concession stands, merchandise stands, bars, and premium hospitality areas.
• Provide timely, constructive feedback through coaching, mentoring, and one-on-one development conversations.
• Conduct and manage the delivery of daily pre-shift briefings with a focus on service goals and operational readiness.
• Ensure all frontline employees are delivering enthusiastic, consistent, and high-level guest service.
• Monitor and document service incidents, guest interactions, and employee-related issues using company tools.
• Take ownership of assigned zones, ensuring compliance with cleanliness, food safety, inventory control, and visual merchandising standards.
• Resolve guest concerns and feedback quickly and professionally, ensuring guest satisfaction and operational accountability.
• Conduct monthly food and beverage inventory.
• Utilize and leverage 24/7 to conduct concession checklist.
• Use Retail Cloud as the Point of Sale for all merchandise transaction by assigning events, creating items, and settling all consignment merchandise.
• Use Shift4 and Mash Gin as the Point of Sale for all Food and Beverage transactions by creating events and items.

Training & Development

• Lead training and continuous development initiatives for all food, beverage, and merchandise team members.
• Manage onboarding and orientation processes in accordance with department training standards.
• Perform hands-on coaching and “on-the-floor” training, focused on upselling, service recovery, and product knowledge.
• Support company-wide initiatives such as compliance rollouts, technology onboarding, and learning modules.

What do you need to succeed?

• 3–5 years of supervisory experience in food & beverage, retail management, or hospitality within a high-volume venue, entertainment complex, or comparable setting.
• Proven ability to lead teams, drive sales, and deliver an exceptional guest experience.
• Strong communication, organizational, and interpersonal skills, with the ability to create and present reports and training materials.
• Experience coaching and developing teams, especially in diverse workforce environments.
• Comfort in resolving guest issues with urgency and professionalism.
• Demonstrated collaboration and cross-functional leadership even without direct reporting structures.
• Background in merchandise presentation, inventory tracking, or food compliance is a plus.
• Perform hands-on coaching and on the floor training focused on upselling, de-escalation and service recovery, product knowledge, alcohol awareness and compliance, and department of health compliance
• Support company-wide initiatives such as compliance rollouts, technology onboarding, and learning modules
• Peer to Peer training on any technology-based advancements

Special Requirements

• Ability to work a flexible schedule, including split days off, evenings, weekends, and holidays in a 24/7 event-based environment.
• Capable of performing physical tasks such as lifting to 25 lbs., prolonged standing, walking long distances, and fast-paced movement throughout events.

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