Lounge Supervisor

Sand Hills Casino - Carberry, MB (24 months ago)

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Lounge Supervisor

Food & Beverage

Reports To:
Assistant Food & Beverage Director

Job Summary

The Supervisor works with Restaurant and Lounge Managers to ensure that the needs of the department are met. This position supervises the restaurant and lounge staff in the absence of Managers, oversees operations and ensures customers are attended to accordingly to Sand Hills Casino standard. Additionally, the supervisor will be required to serve guests and patrons for ultimate and overall customer service.

Essential Duties and Responsibilities

Ensures and promotes positive customer relations by providing prompt, courteous and efficient service to patrons personally and by all servers or bartenders and support staff
Greets patrons and guests, presents menu, answers questions, makes suggestions and processes payment
Observes guests and personnel to respond to any additional requests or concerns
Deals with guest concerns in a timely manner with professionalism
Trains, develops and coaches restaurant and lounge personnel as needed
Assists with all support functions like brewing coffee and replenishing supplies
Coordinates the daily work schedule for the serving and bussing staff, including adjusting schedule based on business needs and demands
Administrates payroll, maintains employee files and plans PTO
Helps with performance review process by providing strengths and opportunities of servers, support staff and bartenders
Conducts disciplinary action and conversations as needed and in a timely manner
Assists with special events and holidays
Communicates with Director regularly on operations, entertainment and personnel issues
Stays up to date on marketing initiatives
Provides feedback on trends or concerns with menu items
Communicates regularly supplies needed for ultimate customer satisfaction
Fills stock and rotates product as needed, including buffet line
Clears and resets tables at conclusion of each course
Directs and conducts light housekeeping duties and advises Casino Housekeeping of deep cleaning needed
Communicates regularly with kitchen team on menu items and food orders
Role models casino's policies and procedures, while ensuring provincial laws are adhered to and practiced
Assists in other areas as needed

Supervisory Responsibilities

The Supervisor in absence or assistance with the Restaurant and Lounge Manager supervises the team of servers, bartenders and support staff for overall customer satisfaction of food and beverage service. The Supervisor ensures service is carried out accordingly to applicable laws and policies by training, coaching and leading employees. The Supervisor directs daily operations by assigning sections, work and tasks in an equitable and fair way and following up on over all service levels.

Qualifications and Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Minimum of three years serving in a fast paced, high volume environment is required. Ideally have prior supervisory experience in restaurant or lounge. Proven superb customer service skills highlighted with your communication skill you have an understanding of overall business goals with the ability to make decisions in a stressful environment is necessary. Preferably you have experience with MICROS, Microsoft Office programs and time and attendance management systems. Attention to detail, strong work ethic and ability to lead a team are essential.

All Management personnel, including supervisors are also held accountable in these critical areas as appropriate:

Customer Service: Role models the behavior necessary for overall customer satisfaction and support of repeat business by providing excellent customer service, dealing with complaints or inquires in a timely professional way that supports the mission, vision and values and the owner groups good will.

Organizational/Job Knowledge: Possesses current knowledge to successfully perform the job; may be regarded as an expert in the technical/function area and uses other resources when appropriate. Knows the business and understands the relevant issues, task, responsibility or relationship of role to the organization.

Organizational Strategy: Manages to profitability and makes decisions that enhance the organization’s financial status. Defines the standards and emphasizes the need to deliver quality services and products. Anticipates and takes action to meet customer needs and/or searches for ways to increase customer satisfaction.

Leadership: Provides direction, sets clear priorities, and clarifies responsibilities for all team members on a regular basis. Respond timely and appropriately on all employee relations, concerns, queries and other complex issues. Coach, lead, teach and develop staff by giving timely feedback, challenging assignments and developmental opportunities.

Foster Teamwork: Builds strong teams committed to organizational goals and conducive to teamwork by encouraging collaboration among team members and hiring the right people. Implements and supports all casino programs such as: training, marketing, employee recognition, for employee engagement, internal promotions, transfers and tenure.

Communication: Communicates relevant and important information with others as appropriate. Speaks clearly, fosters open communication, listens to others, and prepares effective written communication.

Self-management Skills: Acts with integrity by building trust, showing consistency in behavior, living our values, ethically, and following through on commitments. Demonstrates with confidence the ability to adjust and change agenda based on the multiple diverse needs of casino and team while using sound judgment.

Interpersonal Skills: Builds positive work relationships by displaying organizational savvy, understanding the agenda and perspective of others while influencing others through collaboration. Manage disagreements and disputes by bringing issues into the open in an attempt to resolve in a positive supportive manner. Values diversity and shows appreciation for each person skills and abilities, regardless of the individual’s background (i.e. race, gender, age, disability, etc.).

Administrative Skills: Empowers and delegate others by establishing plans, systems and processes for best efficiency and coordination of work. Regularly follows up and removes obstacles for the achievement of all goals, deliverables within the appropriate time; including, evaluations, programs, projects, requests. Uses time productively.

Health & Safety: Supports all Health & Safety initiatives for the safety of all guests, patrons, visitors and employees by staying up to date on changes, implementing processes that encourage safety, following up on accidents and near-miss. Works in partnership with HR as needed or required to be compliant to MB Health & Safety Act. Complies and executes all policies to team to ensure adherence.

Community Involvement: Supports the Casino’s efforts to integrate the business into the community by attending sponsored gatherings and functions as a representative of the Casino. These include but not limited to, United Way, Chamber of Commerce, round tables, festivals, charitable events, networking within profession, etc.

Physical Requirements

The role is a hands-on role and as such must be able to stand consecutively for shifts while carrying up to 25lbs., bend and move freely throughout the restaurant and lounge floor.

The incumbent must obtain and maintain Serving it Safe the responsible alcohol service program and Manitoba Gaming Control Commission license.