Guest Service Supervisor Jobs in Virginia

The Rose Gaming Resort is a $480 million gaming and entertainment complex destination, located alongside I-95 in Dumfries, Virginia. Along with exciting gaming action, The Rose Gaming Resort provides a luxury hotel, eight bars and restaurants, a space for meetings and events, 50,000+ square foot gaming space and over 1,650 Historical Horse Racing machines, and over 80 acres of green space. The Rose Gaming Resort generates an estimated $35.5 million in annual tax revenues and employs more than 500 team members.

JOB SUMMARY

The F&B Supervisor is responsible for the successful operation of restaurants and bar outlets. Accountable for directing the work of the restaurant and beverage staff assuring that guests have a favorable experience when visiting our outlets or on the casino floor, as subject to established company policies and local, state, and federal regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for the supervision and performance of the Food & Beverage Team Members.
• Delegates duties and assigns responsibilities to Team Members.
• Upholds the company and departmental service standards, while ensuring the coaching/accountability measures are enforced. Focusing on training and development.
• Ensures the safety and security of employees and customers. Supervises programs and processes to reduce and control loss time injuries.
• Ensures quality of food and beverages being served. Being observant to any variances and taken corrective actions to resolve in a timely manner.
• Assist in recruitment process including job posting and recruiting metrics.
• Completes and processes performance reviews; monthly, quarterly, and yearly.
• Assist in development of Team Members, conducts interviews, and participates in the selection, hiring, coaching, retention, and termination process.
• Review marketing/promotions and F&B activities with Team Members; communicate.
• Supervises cleaning and side work standards as required, while ensuring equipment is properly operating and advising Food & Beverage Managers about service-related repairs.
• Monitor staffing levels to maintain budgeted levels of employment. Delegate authority and assign responsibilities based on business level needs.
• Assists in identifying and defining business needs to implement solutions that may result in beneficial changes to the department.
• Responsible for attending to customer’s complaints and/or issues resolving matters as expediently as possible. Build strong guest relationships.
• Assists with the development and managing of the budget for the Food & Beverage department – upholding operating margins as directed.
• Work closely with Food & Beverage Leadership to develop and implement operating standards when/where necessary.
• Ensures consistent and convincing service according to the company standards.
• Provides leadership and project management as assigned.
• Meets with departmental directors and managers as necessary.
• Provides next-level guest service to internal and external guests. Demonstrates #AddLife culture in all interactions with guests and co-workers.
• Provides guest service training and departmental orientation for new employees.
• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Works on the floor 90% of the time with a “hands-on” mentality for guest service.
• Ability to maintain high levels of confidentiality and integrity.
• Maintain interpersonal working relationships among all Team Members and the public.
• Excellent verbal and written communication skills.
• Willingness to assume overall responsibility relative to the performance of the position.
• Must be detail oriented, have a professional attitude, strong organizational and time management skills, and be customer focused.
• Strong leadership and communication skills.
• Self-motivated with attention to detail.
• Strong analytical skills.
• Knowledge of menu development, costing, labor management, food trends and service as well as overall restaurant operations preferred.
• Must have strong knowledge of Microsoft Excel, Word, Micros and Stratton Warren or comparable inventory systems.
• Available to work when needed, including weekends, holidays, and nights.

EDUCATION AND EXPERIENCE

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

• Attend required training sessions offered by the Company.
• Obtain and retain required license(s).
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department.
• Have knowledge of the Property’s programs to address problem gaming.
• Report any acts of wrongdoing of which the Team Member may have knowledge.

QUALIFICATIONS

High school diploma or general education degree (GED); or one to two years of related experience and/or training; or equivalent combination of education and experience.

Must be able to formulate and communicate ideas and to make independent decisions.

Certificates, Licenses, and Registrations: Virginia Racing Commission License, Serv-Safe

Supervisory Responsibilities: Manages subordinates who may supervise employees.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

A list of physical demands, equipment, & work environment demands can be reviewed in Human Resources. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A review of this description has excluded the marginal functions of this job which are incidental to the performance of fundamental job duties. All duties or requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be expected to follow any other job-related instruction and to perform any other job-related duties requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.