GHM Restaurant Supervisor

This job description provides a basic guideline of the duties, responsibilities and requirements of this position. The frequency codes assigned in the job description are: Rarely (less than 1%); Occasionally (between 1% and 33%); Frequently (between 34% and 65%); and Constantly (between 66% and 100%).

QUALIFICATIONS

• Read, write and speak English fluently.
• Prefer experience in hosting, waiting, and cashiering.
• Food/Beverage Service Worker Permit, where applicable.
• Ability to communicate effectively with the public and other employees.
• Meet minimum age requirement of jurisdiction.
• Working knowledge of computer terminal and cash register operation.

PERFORMANCE STANDARDS

• CUSTOMER SERVICE: Maintain customer satisfaction as the driving philosophy of the F&B department. Personally demonstrate a commitment to customer service by inquiring about service quality and responding promptly to guest needs. Promptly handle guest complaints. Fill in for staff when necessary to ensure customer satisfaction. Ensure your staff, including all new hires, are trained to meet standards. Empower staff to deliver customer service by encouraging and rewarding responsive guest assistance. Level of service provided to guests in all outlets meets or exceeds customer expectations. Ensure that consistency of service and standards are met.
• FINANCIAL: Manage department within budget. Accurately forecast revenues/expenses. Assist in preparing annual departmental budget that accurately reflects the department’s operations plan. Anticipate revenue/cost problems and report discrepancies to Restaurant Manager/F&B Director. Assist hotel staff with accounting related issues. Analyze financial and operating information on an ongoing basis in order to adjust labor, supplies, materials and other costs to achieve budget. Ensure department staff is trained in control procedures as outlined by Internal Audit, and that these procedures are consistently followed.
• PEOPLE: Manage people according to Greenwood's values. Manage human resources functions including recruiting, selection, orientation, training, performance reviews, pay and recognition programs to maintain a skilled and motivated workforce. Maintain a positive, cooperative work environment between staff and management. Emphasize training and development as a way of doing business in order to empower employees to successfully perform their jobs. Help to develop management talent by acting as a mentor for direct reports. Resolve employee grievances fairly and timely. Ensure employees fully understand performance standards, review process, and reward successes. Manage safety program to protect guests and employees and which meets OSHA requirements. Use ongoing safety plan to minimize workers’ compensation claims. Train staff to increase level of customer sales, service and safety skills on an ongoing basis. Ensure employees are appropriately certified for their job as required by federal, state or local regulations. Monitor and maintain acceptable turnover levels.
• QUALITY: Know the general operations of department and how all hotel departments work together to achieve business objectives and to meet customer expectations. Know the commonly occurring challenges of the F&B business and how to overcome them. Know restaurant standards and hold employees accountable for consistently meeting these standards. Maintain favorable health department scores. Manage a preventive maintenance program for all equipment. Control food-borne illnesses. Meet safety and sanitation standards such as Emergency Plan, CPR/Heimlich training for all employees, proper storage of foods, storing chemicals away from food, etc.
• MANAGING THE BUSINESS: Assist in the preparation of the F&B budget and maximize department resources to contribute to the successful achievement of the budget. Identify major revenue and expense opportunities and possible problems. Identify and select vendors that provide quality service and competitive prices, and monitor to ensure quality of goods and service is met. Adjust inventory, department labor schedules, staff assignment and supplies based upon demand without loss in quality service. Keep repair costs down by maintaining equipment. Work with local vendors to keep costs down.

ESSENTIAL FUNCTIONS

• Constantly. Assist Restaurant Manager with training and development of staff.
• Constantly. Greet and seat guests.
• Constantly. Maintain work areas clean and organized.
• Constantly. Report unsafe conditions immediately.
• Constantly. Use proper cash handling and accounting procedures.
• Frequently. Act a Restaurant Manager when required.
• Frequently. Answer telephone; take reservations.
• Frequently. Communicate with Manager on all matters relating to the Restaurant.
• Frequently. Complete other duties as assigned by supervisor to include cross training.
• Frequently. Display knowledge of cocktail and wine service.
• Frequently. Display knowledge of food preparation.
• Frequently. Perform duties of all positions within the department including serving, bussing, hosting, expediting.
• Frequently. Resolve employee and guest-related problems.
• Occasionally. Attend required meetings.
• Occasionally. Take room service orders.

PHYSICAL REQUIREMENTS

• SITTING: Occasionally. Paperwork.
• STANDING/WALKING: Constantly. Concrete, tile, rubber mats covering tile, linoleum, carpet, etc.
• CROUCHING (BEND AT KNEES): Occasionally. Pick up trays, speak with guests, clean, obtain supplies.
• KNEELING/CRAWLING: Occasionally. Clean; inspect side work.
• STOOPING (BEND AT WAIST): Frequently. Serve and speak with guests.
• TWISTING (KNEES/WAIST/NECK): Frequently. View restaurant, maneuver through crowds and staff.
• CLIMBING: Rarely.
• BALANCING: Frequently. Carrying trays and beverage containers.
• LEG/FOOT USE:
• REACHING (OVERHEAD/EXTENSION): Frequently. Obtain overhead supplies and food from window. Serve guests at arm’s length.
• HANDLING/GRASPING: Frequently. Distribute menus, use telephone, write, stock supplies. Serve plates and hold glasses with beverages.
• FINGERING/FEELING: Frequently. Use cash register, adding machine, telephone, garnish plates.
• PUSHING/PULLING: Occasionally. Move chairs, tables, glassware and china carts. Average weight: 25 lbs. Maximum weight: 50 lbs.
• LIFTING/CARRYING: Frequently. Food trays, beverage containers, glass racks. Average weight: 25 lbs. Maximum weight: 50 lbs.
• OTHER PHYSICAL DEMANDS: Rarely.

USE OF SENSES

• TALKING IN PERSON: Constantly. Public, guests and employees.
• TALKING ON TELEPHONE: Frequently. Public, guests and employees.
• OTHER SPEECH REQUIREMENTS: Rarely. Paging system.
• HEARING IN PERSON: Constantly. Public, guests and employees.
• HEARING ON TELEPHONE: Frequently. Public, guests and employees.
• OTHER HEARING REQUIREMENTS: Rarely.
• NEAR VISION: Constantly. Corrected to 20/40. Paper work, read tickets.
• FAR VISION: Constantly. Corrected to 20/40 to view status of department.
• DEPTH PERCEPTION: Constantly. Operate cash register, stock supplies, serve guests.
• COLOR VISION: Frequently. Recognize color differences between various drinks and juices and colored linen. Quality control.
• FULL FIELD VISION: Constantly. View department and other areas of hotel.
• SMELL: Constantly. Detect potential hazards and odors.
• TASTE: Occasionally. Assurance of food quality and consistency.

MENTAL REQUIREMENTS

• INTERACTION WITH OTHERS/COMMUNICATIONS SKILLS: Frequently. Professionally deal with difficult situations/people.
• DEADLINES/SHIFT WORK/OVERTIME: Frequently. Meet deadlines as required. Meet multiple priorities of business demands. Adjust to schedule changes, cover shifts on short notice. Work late nights or early mornings.
• FLEXIBILITY: Constantly. Need to work a variety of hours, varied tasks under varied conditions.
• PACE: Constantly. Must change pace as business demands.
• ATTENTION TO DETAIL: Constantly. Seating of guests, handling money, operate cash register, view restaurant and employee appearance.
• HIGHLY REPETITIVE WORK: Constantly. Same type of work, varied where guest relations are concerned.
• OTHER PSYCHOLOGICAL DEMANDS:

ENVIRONMENTAL SETTING

• SAFETY REQUIREMENTS (I.E., CLOTHING, SAFETY EQUIPMENT REQUIRED, ACTIVITIES PERFORMED): Constantly. Adhere to Greenwood Hospitality Group's safety standards and procedures. Maintain security of work area and equipment while maintaining the level of safety required by the Company and OSHA requirements.
• EXPOSURES (FUMES, CHEMICALS, VIBRATIONS, HUMIDITY, COLD, HEAT, DUST, NOISE): Constantly. Exposure to noise, air conditioned environment.
• OPERATION OF EQUIPMENT/TOOLS/VEHICLES: Constantly. Operates POS machine, cash register, adding machine, telephone.

Ambassador should embrace the Greenwood Core Values of:

• Integrity in Conduct
• Cooperation in Action
• Excellence in Performance

Also cultivate and build the Greenwood EFFECT culture to develop and lead their team

• Engaged--encourage, identify positive moments
• Fun--maintain a healthy and happy workplace
• Flexible--adapt and change while maintaining our standards of excellence
• Equipped and Empowered--provide the necessary tools and leadership to cause success
• Community--caring about our work, our colleagues and our ambassadors
• Trust--foster high levels of trust within the department