Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE:        Supervisor, Food Service 
DEPARTMENT:    Room Service Cherokee Tower, Selu Garden Cafe, The Smokehouse Coop, Gordon Ramsay, Starbucks Cherokee Tower, Guy Fieri, Players Reserve, Italian
GRADE/FLSA STATUS:    S16- Exempt
BADGE TYPE/COLOR:        Key - Blue
REPORTS TO:            Assistant Restaurant Manager, F&B 
SUPERVISES:    Service Person, Dining Attendant, Food Service Associate, Server Assistant, Food & Beverage Cashier, Food & Beverage Host, Bar Helper, Food Runner, Bartender, DR Bartender, DR Food & Beverage Cashier, Room Service Attendant-Tower IV, Barista, Senior Barista, DR Barista, Pool Server, Pool Cabana Host (The positions listed include all Food & Beverage outlets. Actual positions will vary by outlet)

JOB SUMMARY:
Manage the day-to-day operations of restaurants and room service.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:
    Ensure food and beverage products meet standards and make appropriate changes when necessary
    Continuously improve service by evaluating service breakdowns using guest feedback, data, and behavior
    Communicate service breakdowns and facilitate opportunity-seeking meetings to consistently involve all team members in service improvements
    Address service breakdowns and follow up to ensure guest satisfaction
    Resolve all guest complaints and relay to the manager
    Ensure that adequate supply levels are maintained
    Assist with department reporting and data analysis as required
    Responsible for providing and maintaining standards of excellence in service and cleanliness in the Room Service outlet
    Responsible for the development and maintenance of department procedures and guidelines
    Assist in the maintenance and development of procedures for food service and menu items for maximum guest satisfaction
    Prepare schedules and station breakdowns
    Conduct pre-shift meetings to communicate important information
    Conduct end-of-shift banking functions
    Assist cashiers with voids and overrides
    Build relationships by greeting guests and staff with a warm, friendly verbal greeting and maintaining an upbeat, positive attitude
    Take personal responsibility for creating an atmosphere of luck and positive energy with gestures and sustain enthusiasm from one interaction to the next
    Build relationships with guests
    Prepare prep lists
    Serve as a communication liaison to subordinates and the Restaurant Manager
    Responsible for the timely delivery of comp requests from VIP services and other casino departments
    Responsible for the complete set-up and operation of each scheduled shift
    Complete end-of-shift logs in a timely and accurate manner
    Enforce appearance standards
    Delight our guests with outstanding service
    Address Team Member performance issues and provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary
    Develop highly skilled, successful Team Members, set realistic and measurable service standards, and hold Team Members accountable for meeting standards
    Communicate and enforce company expectations, including Code of Commitment, policies, procedures, department goals, and business strategy
    Ensure service recovery activities
    Responsible for, or actively participates in, the initiation of personnel actions, including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions
    Train subordinates, providing each with the knowledge, development, and appropriate direction to perform their responsibilities
    Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary
    Ensure timely and accurate performance appraisals and accurate work history entries
    Exhibit sound decision-making with emphasis on motivating the team and maintaining high morale
    Monitor bartenders and other Team Members with cash to ensure proper cash handling procedures 
    Conduct a physical inventory of barware and requisition replacement items as needed
    Ensure all Team Members are following the guidelines of the EBCI liquor laws as defined by the Tribal ABC Board
    Monitor asset control of liquor bottles, draft, and bottled beer and wine
    Other duties as assigned
    Adhere to regulatory, departmental, and company policies/procedures in an ethical manner
    Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values

    Selu Restaurant/The Pools:
    Supervision of all pool activities to include staffing, scheduling, ordering, & events
    Meet & greet pool guests to offer a high level of professional service
    Plan and execute pool & beverage events
    Greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment 
    Respond to and resolve guest complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties
    Exhibit proper knowledge, selling techniques, and service delivery of both non-alcoholic and alcoholic beverages
MINIMUM QUALIFICATIONS:
    A high school diploma or GED is required 
    An associate's degree from an accredited educational institution or related field is preferred
    Trade certifications or training are preferred
    Two years of supervisory experience in a hospitality environment are required
    Three years of experience in food service are required
    RASP certification required
    ServSafe certification required

Can be completed within 30 days of the date of hire
Can be completed within 90 days of the date of hire

    Must demonstrate the following essential knowledge and skills:
    Knowledge of food preparation and presentation
    Proficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
    Excellent interpersonal skills
    Documented excellent leadership/motivational skills
    Knowledge of sanitation standards and procedures
    Able to attend to multiple priorities simultaneously
    Problem-solving abilities
    Willing to learn and be adaptable
    Attention to detail/observant
    Documented teamwork behaviors and attitudes
    Neat, professional appearance with excellent personal hygiene

PHYSICAL, MENTAL, ENVIRONMENTAL DEMANDS:
    Must be able to be on feet for an 8-hour shift
    Must be able to lift 50 pounds
    Must be able to stoop, bend, reach, kneel, twist, and grasp items 
    Must be able to maneuver and tap a keg weighing 165 pounds
    Must be able to respond to visual and aural cues
    Must be able to read, write, speak, and understand English
    Must be able to operate in mentally and physically stressful situations
    Must be able to walk, stand, or crouch on narrow and/or slippery surfaces
    Manual dexterity and coordination to operate office equipment, including 10-key adding machines, computers, fax machines, and photocopiers
    Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke
    Must be able to work outside with temperatures that may reach and/or exceed 95 degrees
    Must be able to work a flexible schedule, including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah’s Cherokee Casino Resort reserves the right to change the above job description whenever necessary.    1.13.26