Food & Beverage Supervisor

SUMMARY: This position is responsible for daily supervision of the food and beverage Operation (Food Servers, Porter, Bartender, Cocktail servers and Bar backs, to ensure exceptional guest service and the achievement of guest service goals. Responsible for daily supervision of assigned Food & Beverage Team Members during his/her shift. ESSENTIAL DUTIES AND RESPONSIBILITIES: (Includes but not limited to the following) Provide friendly, fast, and helpful guest service, through the consistent practice and delivery of our vision of treating our guests and each other with kindness, dignity and respect Maintain positive, professional working relationships will all team members and work closely with all service personnel to continually promote cleanliness and friendliness in the quality of service to our guests. Direction and supervision of Food & Beverage service staff assigned to the restaurant, casino floor, cafeteria, lounge, beverage locations and banquet facilities, during their shift to ensure that all service is according to standards. Manages the day-to-day operations of the department in accordance with established policies and procedures. Creates and implements training program for all service touch points. Maximizes employee's morale through leading by example in demonstrating core service behaviors to both guest and team members and provides the tools, guidance and support needed to enable all restaurant employees to give world class guest service. Maintains high levels of guest satisfaction by building relationships with the guests (through table touches, greetings farewells) and encourages employees to build relationships with the guests. Maintains an efficient program under the guidance of the Food and Beverage Manager and Director of Food and Beverage of scheduling to ensure high standard of service with the use of minimum man hours. Controls wine and spirit inventories and works with restaurant staff to maintain budgeted pour costs. Maintains all cash handling policies and procedures with all employees and ensures that proper tip compliance if maintained by all service team members. Creates promotional programs to up sell beverage average check and rewards top team members for sales contests. Performs hands on beverage training to include basic wine service, proper setting and clearing of tables and up selling techniques. Ensures that all service staff are exposed to all menu items and have the opportunity to taste and critique all guest experiences. Councils, guides and instructs assigned personnel to perform their duties to outlet expectations. Works one on one with the Restaurant culinary team to share opinions and guest feedback. Reports all quality issues and works on a common solution to resolve any food and or service defects. Conducts daily pre-shift meetings with the entire team (FOH and BOH) and cultivates a team effort with all team members. Must be visible on the floor interacting with guest, team members, reliable and conscientious and possess the ability to interact (in English) with guest, co-workers and supervisory staff. Excellent interpersonal, customer service, leadership, communication, team building and problem-solving skill are required. Must be accurate and detail oriented. Demonstrated the ability in maintaining consistent, high quality guest service levels. Must be able to initiate and engage in conversation in a professional and friendly manner. Must have the ability to act quickly and exercise good judgment under pressure/conflict situations. Must have an understanding of how the job responsibilities relate to the areas of the casino. Communicates effectively with Food and Beverage senior leadership and is expected to assist in other areas of the division when necessary. Supports company programs and communicates effectively with direct reports to maintain compliance of needed courses Walks the floor at the beginning of every shift to inspect inventory and operating supplies and makes adjustments, when necessary. Assigning service staff to their stations in the Restaurant and on the casino floor, providing the necessary information and communication to casino floor management to ensure standards of service to casino patrons. Ensure that each food & beverage area has proper staffing required to fulfill service needs of our guests visiting the restaurant, casino, and beverage locations. Ensuring of quality service being provided by the service staff to ensure expedient seating of guests, and total guest satisfaction. Supervise and monitor service of Food and Beverage timing within procedure time allowances (see Food and Beverage Timely Standards). Supervision of beverage service offered by bartenders and cocktail servers to ensure alcohol service is according to ABC laws. Ensure that all beverage locations are closed down according to state law and that bar areas are left in a clean and orderly manner. Initiating team member schedules, completion of payroll to include payroll resolutions, interviewing and hiring of prospective team members and the completion of all required personnel related forms. Training of all front of the house Service Staff. Ordering and control of inventory and supplies needed to perform daily operations of the food and beverage department. Supervision of staff to ensure that supplies and equipment are handled correctly and safely. End of month inventory completed as assigned, to include China, glass, silver, linen and beverage supplies. Scheduling of meetings with service staff, providing on going information and tools needed by team members to successfully perform their job. Conduct team member evaluations as required, on a timely basis. Address team member problems or concerns in an expeditious manner. Constructively counsel and issue progressive discipline as needed to ensure that all food and beverage team members perform their duties according to standards. Maintain accurate, precise documentation of all counseling sessions. Ensure that the personnel office receives all original documentation issued to team members. Participation in marketing of the restaurant with ideas, suggestions and incentives, casino special events and promotions requiring food and beverage support. Attend all department and/or company meetings and training seminars as required. SUPERVISORY RESPONSIBILITIES: Directly supervises front of the house team members. Carries out supervisory responsibility in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; motivation of team members; addressing complaints and resolving problems. QUALIFICATIONS: To perform this job successfully, an individual must be able to competently perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Strong knowledge of Food and Beverage operations and preparation techniques. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect information and resolve conflicts. Ability to work under pressure during busy periods. Must be able to work flexible shifts. EDUCATION and/or EXPERIENCE : Any combination of education, training or experience that provides the required knowledge, skills and abilities. High school education preferred. Minimum of five-years’ experience in a high-volume beverage operation. LANGUAGE SKILLS : Ability to read and comprehend simple instructions, short correspondence, memos, caution and safety notices. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers and other team members of the organization. Ability to understand verbal English to comprehend basic customers’ requests. MATHEMATICAL SKILLS : Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. REASONING ABILITY : Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. CERTIFICATES, LICENSES, REGISTRATIONS : Ability to obtain any government required licenses or certificates. Must obtain an RBS training certification within 60 days of employment. The passage of Assembly Bills 1221 in 2017 and 82 in 2020, effective July 1, 2022, dictates any alcoholic beverage server must have a valid responsible beverage service (RBS) certification within 60 days from their first date of employment. To become certified, you must complete RBS training from an ABC-accredited RBS training provider and pass an ABC-administered RBS exam. WORK ENVIRONMENT: The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. The noise level in the work environment is usually loud. Should be able to adapt well to the casino environment, involving large numbers of people, loud and continuous high noise level. Must also be able to psychologically handle the concepts of persons occupying an establishment for the purposes of gambling, drinking, eating and smoking for long periods of time. PHYSICAL DEMANDS: While performing the duties of this job, the team member is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms. The team member frequently is required to stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The team member must regularly lift and/or move up to 50 pounds through a crowded room and move or push a hand car/truck weighing a maximum of 100 pounds. Employment Type: Full Time Years Experience: 5 - 10 years Bonus/Commission: No