Position Summary

Responsible for the success of one of the Sandia Resort and Casino food outlets.  Responsible for supervising the day to day operations on assigned shift by spending a minimum of 90% of their time on the floor interacting with guests on the floor and coaching employees.  Ensures that the proper levels of service are provided based on forecasted needs and daily business volumes.  Solicits guest’s feedback by direct interaction and comment cards as a means to continually improve.  Maintains a neat, clean, organized, safe and comfortable work environment for employees and guests at all times.  Teaches, reinforces and leads employees by creating a positive and supportive environment.  Enforces all regulatory internal controls, policies and procedures and utilizes progressive discipline as needed.  Enforces all appearance and uniform guidelines.

Supervision Exercised

Supervised by the Outlet Manager.

Supervises servers, host/hostess, bussers, bartenders, cocktail servers and barbacks as assigned.

Major Duties And Responsibilities

Customer Service

1. Responsible for all food and beverage employees to provide every guest with fast, friendly and timely service.
2. Visits every guest at every table during their Supervisory shift to ensure service and food quality meet the expectations of the guests and that issues are resolved prior to the guest departing the outlet.
3. Investigates and resolves guest complaints about food quality and service in a timely fashion.
4. Reinforces customer service skills taught in FOCUS Class.
5. Ensures standards to provide clean and safe food and beverage areas for guests and employees at all times.
6. Facilitation of Daily Stand Up Meetings by shift to ensure the communication of property information with follow up checks to ensure understanding.

Supervisory

1. Uses progressive discipline policy to provide verbal and written warnings in regards to departmental policies.
2. Conducts 90 Day and Annual Performance Appraisals for employees in a timely manner.
3. Prepares weekly work schedules for assigned shift based on guidelines and budget for that outlet.  Makes staffing adjustments based on daily volume of business and budgeted labor percentages as necessary
4. Ensures all employee call-ins are logged per attendance policy and recommended action taken if necessary. 

Health, Safety And Compliance

1. Ensures that workers are in compliance with health and safety standards and regulations.
2. Ensures that all food and beverage products served meet the established standards and ensures temperature logs are completed and filed every shift as applicable.
3. Ensures that all service equipment is handled safely and with reasonable care, reporting mechanical problems to the proper department for repair.
4. Ensures that MICROS cash registers are maintained and closed out at the designated times as well as back up kits are in place for use during power outages.
5. Ensures that proper security measures are taken for safekeeping of funds to and from the casino vault.

Communications

1. Conducts Stand-Up meetings with employees daily on every shift to distribute communication regarding changes, specials, promotions, service steps and procedures.
2. Timely completion of computer assisted training as required.
3. Performs additional duties and responsibilities as necessary or assigned by Management.

Secondary Duties And Responsibilities

Knowledge, Skills And Abilities

1. Ability to supervise and direct the work of employees.
2. Ability to exercise sound personnel management practices while illustrating firm dispositions in dealing with employee issues.
3. Exhibiting a strong motivational commitment to the organization.
4. Ability to write and prepare standard reports and documents.
5. Knowledge of buffet line operating requirements.
6. Knowledge of minimum temperature requirements for food/drink preservation.
7. Knowledge of Casino purchasing requirements for food/drink preservation.
8. Knowledge of Tribal, Federal, State and local sanitary regulations regarding the preparation, maintenance, storage and sales of food/drink products.
9. Ability to maintain confidential information.

Minimum Qualifications, Education And Experience

Required

1. High School Diploma, GED certification or equivalent.
2. One (1) years supervisory experience.
3. Two (2) years’ experience in a restaurant or food service capacity. 

Licensing Status

1. Must be able to successfully pass a stringent background investigation.
2. Will require a post-offer, pre-employment and random drug screening.
3. Must successfully complete the New Mexico Food Handlers course within 30 days of hire date.  
4. Must obtain and maintain a New Mexico Alcohol Server’s License within 30 days of hire date.

Working Conditions

1. Work is performed indoors and outdoors.  Outdoor work is subject to extreme temperatures and inclement weather conditions.
2. Must be able to have a flexible work schedule to be able to work weekends and holidays if needed.
3. Subject to hazards, which may cause personal bodily harm; smoke, common colds, influenza, dust, odors and elevated noise levels.
4. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
5. Duties may involve walking, standing for long periods of time, sitting and crouching.

6.   Specifically required movements include the following:

• Trunk - bend, twist, rotate, push, pull, carry
• Arms – reach, carry, lift, twist, and rotate
• Legs – lift, push, pull, twist, and rotate
• Hands – Grasp, manipulate, bilateral coordination, hand and eye coordination, overall and finger dexterity.