Hospitality Supervisor

Hospitality Supervisor

A Hospitality Supervisor acts as a versatile leader, stepping into different departments (Hotel, Convention Sales, Eagle's Nest, Woody's Bar & Grill) to ensure smooth operations, cover shifts, train staff, maintain standards, resolve issues, and acting as temporary department lead or hands-on support in the absence of a departmental supervisor or manager. The Hospitality Supervisor will be assigned to a primary department but can be scheduled in other Hospitality departments as needed. Specific responsibilities include, but are not limited to the following:

Duties and Responsibilities:

1. In addition to the Primary Department Supervisor duties the Hospitality Supervisor will need to be aware of and have access to the duties of the other departments' supervisors.
2. The Hospitality Supervisor may need to be called to another department to assess situations when a supervisor or manager is not available.
1. Ensure daily tasks, cleanliness, guest satisfaction, and service standards are met.
1. Fill in for absent staff and when needed call staff in to fill openings.
1. Reinforce company and departmental policies and service excellence.
2. Address urgent guest concerns, resolve operational hiccups, and identify maintenance or safety issues, escalating as needed.
3. Collaborates effectively with other departments to ensure a unified approach to guest services.
1. Performs other duties as assigned.

Supervisory Responsibilities: Scheduling will be done with the Department Managers and Hospitality Director. Operates independently with supervision received from the assigned Primary Department Manager and works with all Hospitality department Managers.

Position Relationships:

Internal: Frequent contact with associates at all levels within all departments of the organization.

External: Extensive contact with guests and visitors. Occasional contact with suppliers and sales representatives.

Education: A High School education or equivalent is required.

Experience: A minimum of two years supervisory experience in a high volume, full service, quality dining environment is required. Experience in other food service operations, hotel operations, and convention operations is preferred. Prior customer service and cash handling experience is required.

Knowledge, Skills and Abilities: Must possess excellent interpersonal, communication, delegation, problem solving and people management skills. Must be able to manage and maintain confidential and sensitive information with diplomacy and tact. Must maintain a professional demeanor in stressful situations as necessary. Experience with PC's and related software is preferred.

License Requirements: N/A

Work Environment:

Work Conditions: The conditions will vary depending on what department and where in that department the Hospitality Supervisor will be assigned. The areas will include both front and back of house for all Hospitality departments.

Exposure to Hazards: Controlled exposure to high temperatures from cooking equipment and food preparation may occur. May be exposed to situations where spills, wet floors, secondhand smoke or guest/employee behaviors may create undesirable conditions.

Physical Requirements: Continual walking, bending, standing and lifting is required.

Behaviors: The vision, goals and objectives of Lake of the Torches Resort Casino requires the Hospitality Supervisor to perform in both a professional and personable manner. The manner in which the employee relates to fellow employees, guests and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each guest, visitor and fellow employee is a requisite of successful job performance.

Other: Must attend all mandatory meetings and participate in training and development sessions.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by an individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills. Management reserves the right to revise the position description and to require that other tasks be performed if or when the position changes.