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Redemption Manager

Expired Job

Fat Cats Salt Lake City , UT 84106

Posted 3 months ago


The Redemption Manager is responsible and accountable for the arcade games operation/reporting systems. He or she ensures that the redemption stations meet stocked expectations. Makes sure all locations have the appropriate games for their respective location. Champions a clean and tidy presentation of all merchandise.

FatCats Mission and Values and the essential responsibilities of the Redemption Manager are listed below in the following key areas:

FatCats Mission Statement

"We create experiences that bring you back!"

FatCats Values- PRIDE

P Passionate- "I am enthusiastic"

R - Respect- "I respect myself and others"

I - Integrity- "I do the right thing"

D - Disciplined- "I strive for excellence"

E - Empowered- "I create an exceptional experience for our guests"

Total Customer Satisfaction

Ensures that the facility they are assigned to consistently delivers the highest quality service possible, and that our customer's experience while visiting their location provides total satisfaction.

  • All activities and decisions are completely focused on and driven by the customer's needs. Models and creates an environment in which the customer is always right.

  • Demonstrate and ensure consistent customer satisfaction.

  • Evaluates their stations quality standards. Provides regular feedback and to their management and team members on areas that need improvement. Ensures that they are using appropriate monitoring tools. Utilizing side work and cleaning charts.

  • Employees will be trained, motivated, and empowered to deliver total customer satisfaction. Employees demonstrate a high level of service to our customers. Provides training, coaching, and feedback in any areas that are below standard.

  • Ensures their station is neat, clean, and organized. Makes sure that the use of systems and procedures maintain the company standards.

  • Communicates all customer comments and concerns to the appropriate team members and follows up to ensure that comments are handled in a timely and effective manner.

Proven Process

  • Mandatory Daily Practice for All Employees
  • Grounds - build up to the entrance: Clean and Tidy.

  • Entrance - walking in FatCats: Clean, Clear, and Inviting.

  • Greeting/Eye contact - within 10 feet of guest entrance: Positive and Professional Greeting.

  • Intro/Information Interaction'mindshare (InMoment), CityGro: Engage the customer. Is there a special event/occasion?

  • Make a Sale

  • Family Special, Thunder Alley/All Specials
  • Shoes and Directions to lanes
  • Bar, Snack Bar, Bathroom etc.: Maintain positive interaction.
  • Customer Check-Inbetween 3rd and 5th frame, check-in on customer experience. Opportunity: 2nd MindShare Prompt with a token incentive.

  • End of Game'return bowling balls, bowling shoe return, give free arcade and gaming tokens for the kids, and make sure that the customer receives a mindshare card.

  • Thank the guest and invite them to come back again.

Training and Development

  • Continuously works to improve the skills, knowledge, and moral of all employees within their supervision. Ensure all employees receive the necessary training and support to perform their duties to their full potential.

  • Treats all employees with dignity and respect; creates an environment where the entire FatCats team does the same.

  • Ensures that all team members within their facility receive appropriate orientation, training, and development opportunities.

  • Seeks development and growth opportunities for personal improvement.

  • Trains, coaches, and provides regular performance feedback (both positive and corrective) to motivate and improve the performance of all employees.

  • Receives evaluations on the overall performance based upon clearly communicated standards and expectations.

  • Communicates and supports company goals, decisions, and directives. Follows up to ensure understanding.

  • Confronts poor performance and takes corrective action. Holds employees accountable for performance.

  • Will receive effective training and follow-up of new products, programs, and changes.

  • Utilizes effective leadership skills to maximize the performance of the FatCats team.


Supervise all work performed by the redemption team:

  • Redemption manager is ultimately responsible for making sure the redemption employees assist guests.

  • Clean games, sweep floor and restock redemption

  • Ordering, inventory and ticket values

  • Guest interaction

  • Product exchange

Ordering redemption merchandise

  • Redemption manager is responsible for ordering merchandise

  • Order must be placed by 12 noon each Monday

  • Orders must stay at or below the set 19% budget

  • Correct ticket values

  • Inventory

  • Putting away order when it arrives

Staying up to date on new products and product popularity:

  • Must maintain knowledge of "What works"
  • What is trending with movies, TV shows, etc.,

Staying within budget when ordering merchandise:

  • Must stay at or below 19% of previous weeks arcade sales

  • Orders approved by GM

Coordinating and submitting the monthly inventory counts:

  • Inventory should be counted on the last day of every month and submitted to corporate no later than the 3rd of the following month

  • It is the redemption managers job to coordinate a team to get this done


  • Must have a telephone or other reliable means of communicating with all employees. Must be accessible 24 hours a day, 7 days a week. Basic knowledge of computers.

  • Good presentation skills. Sociable and friendly.

  • Organizational, planning, and time management skills.

  • Ability to facilitate problem solving.

  • Ability to achieve and maintain desired results.

  • High sense of urgency; self-motivator.

  • High level of team building skills.

  • Ability to work the hour's necessary. Able to work flexible hour's necessary to operate effectively.

  • Must have knowledge of arcade reports. Pulling money

  • Able to travel to all FatCats locations

  • Will be based out of the Salt Lake City FatCats location.

Physical Demands

  • Ability to process information/merchandise through computer system and POS register system.

  • Ability to communicate with associates and guests.

  • Ability to read, count and write to accurately complete all documentation.

  • Ability to freely access all areas of the store including selling floor, stock area, and register area.

  • Ability to operate and use all equipment necessary to run the store.

  • Ability to climb ladders.

  • Ability to move or handle merchandise throughout the store generally weighing 20 pounds.

  • Ability to work varied hours/days as business dictates.

Position Type/Expected Hours of Work

This is a part-time and fulltime position. Days and hours of work may vary Monday through Sunday, 10:00 a.m. to 1 a.m.

Preferred Education and Experience

A high school diploma or equivalent.

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Redemption Manager

Expired Job

Fat Cats