Position Summary

Responsible for the success of one of the Sandia Resort and Casino food outlets.  Responsible for supervising the day-to-day operations on assigned shift by spending a minimum of 90% of their time on the floor interacting with guests on the floor and coaching employees.  Ensures that the proper levels of service are provided based on forecasted needs and daily business volumes.  Solicits guest’s feedback by direct interaction and comment cards to continually improve.  Maintains a neat, clean, organized, safe and comfortable work environment for employees and guests always.  Teaches, reinforces and leads employees by creating a positive and supportive environment.  Enforces all regulatory internal controls, policies and procedures and utilizes progressive discipline as needed.  Enforces all appearance and uniform guidelines.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.  

 Essential Duties And Responsibilities

Customer Service

Responsible for all food and beverage employees providing every guest with fast, friendly and timely service. Interacts with guests during their supervisory shift to ensure service and food quality meet the expectations of the guests, and that issues are resolved prior to the guest departing the outlet. Monitors food quality, presentation, and service standards to maintain consistency and excellence. Investigates and resolves guest complaints about food quality and service in a timely fashion. Engages guests with warmth and professionalism, addressing their needs and inquires promptly. Reinforces customer service skills taught in HR training courses. Gathers and analyzes guest feedback to identify areas for improvement and help implement strategies for enhancement. Ensures standards to always provide clean and safe food and beverage areas for guests and employees. Facilitates daily stand-up meetings by shift to ensure the communication of property information, with follow up checks to ensure understanding.

Supervisory

1.   Provides clear direction and support to team members, fostering a positive and cohesive

      team environment.

2.   Helps implement training programs and provide ongoing coaching to enhance staff skills  

      and performance.

3.   Delegates responsibilities, ensuring efficient workflow and maximizing team productivity.

4.   Sets performance expectations, conducts evaluation appraisals, provides constructive   

      Feedback to drive continuous improvement.

5.   Addresses any conflict or issues within the team promptly and diplomatically, maintains a harmonious work  

      environment.

6.    Manages staff schedules to optimize staffing levels and ensures seamless operation during peak periods.

7.    Monitors service standards, adherence to protocols, and overall guest satisfaction.

Health, Safety And Compliance

Ensures that workers are in compliance with health and safety standards and regulations. Ensures that all food and beverage products served meet the established standards and ensures temperature logs are completed and filed every shift as applicable. Ensures that all service equipment is handled safely and with reasonable care, reporting mechanical problems to the proper department for repair. Ensures that InfoGenesis cash registers are maintained and closed out at the designated times, as well as back up kits are in place for use during power outages. Ensures that proper security measures are taken for safekeeping of funds to and from the casino vault.

Communications

Conducts stand-up meetings with employees, daily on every shift to distribute communication regarding changes, specials, promotions, service steps and procedures. Conveys expectations, instructions, and updates to staff to ensure everyone is aligned with the goals and objectives. Fosters open and transparent communication to encourage feedback, suggestions, and collaboration among team members. Collaborates with other departments and management to coordinate operation and resolve any issues or challenges.  Ensures effective communication between front-of-house and back-of-house teams to maintain   efficiency and quality in service delivery. Timely completion of computer assisted training as required.Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia. 

 Additional Responsibilities

Provides immediate supervision to front line Team Members. Sets business parameters and delegates day-to-day tasks to achieve operational objectives.  Provides guidance, training, counseling, recognition, and ongoing feedback, primarily to non-exempt staff members.  Delegates and assigns duties to the reporting staff in a clear and concise manner and set expectations for performance excellence. May support management in the completion of administrative responsibilities.  Maintains a positive attitude and outlook and encourages the team to gain support and create a positive morale. Creates an environment of teamwork, by communicating common goals, and showing appreciation for Team Members contributions and on-going support. Demonstrates relevant experience in the industry or field, often including previous roles in leadership or supervisory positions. Performs other job-related duties as assigned.

 Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, And Abilities

Leadership skills to effectively manage and inspire a diverse team of staff members.  Ability to lead by example, demonstrating professionalism, integrity, and a positive attitude. Customer-centric mindset to anticipate guest needs and exceed expectations, fostering loyalty and repeat business. Ability to supervise and direct the work of employees. Ability to exercise sound personnel management practices while illustrating firm dispositions in dealing with employee issues. Ability to deal effectively and professionally with the general public and be attentive to customer’s needs. Exhibiting a strong motivational commitment to the organization. Ability to write and prepare standard reports and documents. Knowledge of buffet line operating requirements. Knowledge of minimum temperature requirements for food/drink preservation. Knowledge of casino purchasing requirements for food/drink preservation. Knowledge of Tribal, federal, state, and local sanitary regulations regarding the preparation, maintenance, storage and sales of food/drink products. Ability to maintain confidential information. Maintains the highest standard of personal hygiene. Ability to create an environment of teamwork by communicating common goals and showing appreciation for team members contributions and on-going support.

   Education And Experience 

Required

High School Diploma, GED certification or equivalent. One (1) year supervisory experience. Two (2) years’ experience in a restaurant or food service capacity. 

Note:  Relevant work experience or education may be substituted to satisfy education and/or work experience. 

License/Certifications/Registrations

Must successfully complete the New Mexico Food Handlers course upon hire.  Must obtain and maintain a New Mexico Alcohol Server’s License upon hire. Must be able to successfully pass a stringent background investigation. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Grasping

Applying pressure to an object with the fingers and palm.

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward.

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Working Conditions Required

Work is performed indoors and outdoors.  Outdoor work is subject to extreme

      temperatures and inclement weather conditions.

Must be able to have a flexible work schedule to be able to work weekends and holidays if needed. Subject to hazards, which may cause personal bodily harm; smoke, common colds, influenza, dust, odors and elevated noise levels. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces. Duties may involve walking, standing for long periods of time, sitting and crouching. Must be able to lift at least 25 pounds.

6.   Specifically required movements include the following:

Trunk - bend, twist, rotate, push, pull, carry Arms – reach, carry, lift, twist, and rotate Legs – lift, push, pull, twist, and rotate Hands – Grasp, manipulate, bilateral coordination, hand and eye coordination, overall and finger dexterity.

The Content Of This Job Description Does Not Restrict Management’s Right To Assign Or Reassign Duties And Responsibilities To This Job At Any Time.

The Job Description Reflects The Assignment Of The Essential Functions Of The Current Position But Does Not Prescribe Or Restrict Tasks That May Be Assigned. The Essential Functions Are Specified But Are Subject To Change At Any Time For Various Reasons, Including Management Discretion.

The Pueblo Of Sandia Reserves The Right To Make Changes To The Job Description Whenever Necessary.

Selected Candidates Must Submit To And Pass A Pre Employment Drug And Alcohol Screening As Part Of The Pre Employment Process.  Drug And Alcohol Screening Will Continue Through Post Hire Testing To Be Conducted By A Third Party Random Number Generator.  Selected Candidates Must Submit To And Pass A Criminal Background Screening As Part Of The Pre Employment Process.

The Pueblo Of Sandia Is An Equal Opportunity Employer (Eoe). Qualified Applicants Are Considered For Employment Without Regard To Race, Color, Religion, Sex, National Origin, Age, Marital Status, Disability, Sexual Orientation, Or Any Other Characteristic Protected By State Or Federal Law

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