H5020 SUPERVISOR WENDELLS RESTAURAN

Position Title: Wendell’s Supervisor

Reports To: Manager, Assistant Manager

Supervises: All restaurant Team Members

Summary of Position

Provides immediate supervision and oversees the Shift operations of Wendell’s to obtain optimum efficiency and economy of operations. Coordinates servers, hosts, and bussers in the Wendell’s Department. To provide excellent quality customer service at all times. Responsibilities include training team members, planning, assigning and directing work, rewarding and disciplining team members, addressing issues and resolving conflicts. Works with team members to provide and maintain a clean, safe, organized and inviting environment to satisfy all.

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

• Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.
• Required to work all Marketing Special Events and Concerts.

• Communication

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

• Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

• Supervises restaurant team members which include greeter/cashier, server and busser;
• Makes daily table or station assignments and provides direction of work for servers/bussers;
• Inspects dining/pantry area at the beginning and end of the shift to ensure all opening and closure assignments (or side work) has been completed and assures that the Restaurant is ready for the next shift
• Inspects dining area and pantry continuously to ensure sanitary standards and cleanliness are met and up to par at all times during the shift;
• Inspects food and food presentation to maintain quality standards and sanitation regulations at buffet line;
• Investigates and diplomatically resolves any customer dissatisfaction/complaints about food quality and/or service;
• Ensures that cashiers follow the correct procedure for transactions and shift closure of their bank and daily shift drops of restaurant revenue;
• Maintains par levels for restaurant supplies such as condiments, juices, tea/coffee and so on and fills out and submits purchasing requisitions for supplies needed to meet par levels;
• Drafts team member weekly shift schedule with final approval from Food & Beverage Manager distributes;
• Conducts necessary job training of team members at the direction of Food & Beverage Manager;

• Fills in as a server, busser, greeter, cashier or any other needed position at any given time;
• Adheres to all regulatory, departmental, and IMGR&C policies and procedures;
• Performs other duties as assigned.

Supervises all restaurant team members which include greeters, cashiers, servers and bussers. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training team members; planning, assigning, and directing work; performance reviews; rewarding and disciplining team members; addressing issues and resolving conflicts.

Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• High School Diploma or GED certificate or one to two years job related experience and/or training; or equivalent combination of educational experience may be substituted. Must be proficient in Agilysys and Kronos.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.