JOB SUMMARY

This individual is a member of the management team, overseeing the restaurant to ensure the guests receive the ultimate dining experience. Areas of responsibility include Restaurant/Lounge and In-Room Dining. Supervises daily restaurant operations, maintains sanitation standards, and assists service staff on the floor during peak meal periods. Strives to continually improve guest and grand performer’s satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan.

CORE RESPONSIBILITIES

• Guest service - 40%
• Acts as the guest service role model for the restaurant; set a good example of excellent customer service and creates a positive atmosphere for guest relations.
• Assists servers and hosts on the floor during meal periods and high demand times.
• Handles guest problems and complaints.
• Meets with guests on an informal basis during meals or upon departure to obtain feedback on the quality of food and beverage, service levels, and overall satisfaction.
• Schedules dining reservations and arrange parties or special services for diners.
• Administrative - 10%
• Ensures point of sale operations and cash handling practices are following standard operating procedures.
• Ensures corrective action is taken to continuously improve service results.
• Interviews, schedules, trains, develops, empowers, coaches, and counsels, resolves problems, provides open communication and recommends discipline when appropriate.
• Holds daily line-up meetings and monthly departmental meetings with staff reviewing daily events, safety issues/concerns, and guest comments.
• Edits work schedules and evaluate the work performance of employees.
• Training – 10%
• Ensures staff understands local, state, and Federal liquor laws.
• Ensures grand performers receive ongoing training to understand guest expectations.
• Ensure grand performers are current on required certifications per company & health code standards.
• Supervisory – 40%
• Ensures compliance with all food & beverage policies, standards, and procedures by training, supervising, follow-up, and hands-on management.
• Maintains service and sanitation standards in restaurant, bar/lounge, and room service areas.
• Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Empowers grand performers to provide excellent customer service.
• Ensures grand performers are treated fairly and equitably. Strives to improve associate self-confidence and increase employee retention.
• Monitors alcohol beverage service in compliance with local laws.
• Supervises daily shift operations
• Oversees the café outlet in the absence of the café manager.
• Ensures Grand Performers are in compliance with appearance standards.
• Inspects dining room serving stations for neatness and cleanliness.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent leadership skills
• Ability to perform all tasks for each position in FOH F&B
• Excellent guest service and interpersonal skills with the ability to relate to diverse guest types.
• Ability to remain calm and well organized under pressure while working quickly.
• Ability to prioritize and maintain multiple tasks at a time.
• Keeps emotions under control.
• Excellent time management skills.
• Strong verbal and written skills
• Strong organizational skills with attention to detail.
• Ability to properly operate the telephone and all software used for the POS system.
• Strong math skills.
• Thorough knowledge of Food and Wine, as well as Beer, liquor, and mixed drinks.
• Must demonstrate accuracy and thoroughness.
• Knowledge of elementary financial controls
• Ability to respond promptly to customer needs.
• Ability to communicate effectively with guests and Grand Performers
• Must speak clearly and persuasively in positive or negative situations.
• Proficient in Micros POS system
• Proficient in Open Table reservation system
• Computer savvy (MS Office suite)
• Basic math skills for cash handling; ability to provide change and count bank at end of shift
• Adaptable to a changing work environment.
• Local knowledge of the community (attractions activities, etc.)
• English language and professional communications skills are required.

MINIMUM QUALIFICATIONS

• High School diploma – required
• Hospitality or customer service experience - required
• Minimum of 5 experience in Front of House, fine dining Food & Beverage operations- required
• Minimum of 3 years of experience in a Supervisory/Management role - required
• Graduate of hospitality management school – preferred
• Manager Food Safety Certification - required

SUPERVISORY RESPONSIBILITIES

• Supervision of all restaurant, lounge, Café, IRD, and pool serving Grand Performers

WORK ENVIRONMENT / PHYSICAL DEMANDS

• The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Standing and walking and sitting
• May be required to lift, reach with hands and arms, use fingers (keyboard, etc.) to handle or feel.
• Lifting requirements of up to 20 pounds
• Use of the telephone (hearing & speaking)
• Computer/monitor work.
• Working in the kitchen on tiled flooring; kitchen conditions may be hot; floor may be slippery (appropriate footwear required)
• Direct contact with guests, managers, and employees.
• Occasional environmental exposures to cold, heat, and water.

Experience

• 1 - 2 years: Previous restaurant management experience strongly preferred

Education

• High School or better

• Technical/other training or better in Hospitality and Resort Management or related field

Licenses & Certifications

• Food Safety - Manager

Skills

• Team Management
• Budgeting
• Teamwork
• Problem solving
• Communication

Behaviors

• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Job Security: Inspired to perform well by the knowledge that your job is safe
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility