Title:  Supervisor, F&B-Ex

JOB SUMMARY

The Supervisor is responsible for the direct supervision and day-to-day operations of the Food Court operations with the goal to positively guest satisfaction through product innovation and guest service experience and support the casino core values. The position will lead the department in providing an exciting environment and World Class Service by delivering Old-World Hospitality and Charm.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following statements are intended as general illustrations of the work in this class and are not all inclusive.

• Responsible for training, coaching, mentoring, advocate for the Team Member, advocate for the company, be a hospitality champion
• Responsible for directing Team Members to accomplish established department objectives as well as support and foster company mission and values
• Plan and manage the execution of Food Court operations in a safe, sanitary, cost-effective manner
• Develop and implement Standard Operating Procedures (use records, production, pars, training, etc.) within appropriate guidelines to continually improve revenues and profit margins while maintaining quality
• Ensure Team Members deliver Old-World Charm and deliver Excitement as well as live the company core values
• Enforce department standards, guidelines and objectives and maintains other administrative processes to ensure proper planning and efficient operation of assigned areas
• Ensure operation follows Safe Food Handling and OSHA practices
• Communicate effectively, both verbally and in writing, to provide clear direction in assigning and instructing facilities team in the details of their work
• Communicates with guests before, during and after events
• Review guest complaints/concerns and take appropriate action
• Plan and conduct staff meetings
• Attend other related meetings to obtain and disseminate pertinent information
• Adhere to the 5S Principles of ensuring that items are “Sorted”, “Set in Order”, “Systematically Cleaned”, “Standardized”, and “Sustained”
• Required to behave in a gracious, kind, and warm manner that creates a sense of fondness, as well as professional, courteous, and responsive manner, which reflects positively on the company and its core values

Performs other duties as may be assigned by department and/or company management

REQUIRED SKILLS AND ABILITIES

Must have ability to:

• Accurately calculate figures and amounts and perform mathematical functions applicable to business needs
• Define problems, collect data, establish facts, and draw valid conclusions
• Interpret a variety of technical and mathematical formulas
• Interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form
• Effectively communicate with all levels of Team Members as well as outside contacts
• Resolve problems and conflicts in a diplomatic and tactful manner
• Demonstrate leadership and fairness in dealing with guests and Team Members
• Possess the ability to instill a sense of pride and personal responsibility in staff
• Be flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate
• Ability to be physically mobile with reasonable accommodations including ability to push, pull, carry, and lift up to 25 lbs.
• Ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces

EDUCATION AND EXPERIENCE

Must be a minimum of 18 years of age. High school diploma or equivalent required, Associates degree in Business Management or similar preferred. Two years’ experience in Buffet, Banquet, or Catering sales management experience. Excellent communication skills both written and oral. Self-motivated, gregarious leader. Ability to read, analyze, interpret, and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; author reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, guests, and the public. Working knowledge of Excel and Word required. Attention to detail and accuracy. Previous customer service experience preferred. Maintain confidential information.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

In addition to the other duties described herein, every Team Member has the following responsibilities related to compliance with laws and regulations:

• Attend required training sessions offered by the casino
• Obtain required license(s)
• Perform the duties described in compliance with local laws and regulations
• Ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco
• Knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department
• Knowledge of the property’s programs to address problem gambling
• Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with the state regulations and Systems of Internal Controls
• Responsible in the initiation of investigating exceptions, fraud, and potential violations and report such instances to the appropriate levels of management
• Report any acts of wrongdoing on behalf of any staff member that they have knowledge of