Poke the Bear Rest. Supervisor Hotel Northland Green Bay, Wi - Hotel Northland Green Bay, WI

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Poke the Bear Rest. Supervisor Hotel Northland Green Bay, Wi

Job Purpose:

This job description provides a basic guideline of the duties, responsibilities and requirements of this position. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Be available to help other departments in emergency situations
• Adhere to all work rules, procedures and policies established by the company including, but not
• limited to those contained in the associate handbook.
• Safety and Security Skills
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manger.
• Be an enthusiastic, helpful and positive member of the team
• Be professional, responsible and mature in conduct and behavior
• Be understanding of, encouraging to and friendly with all co-workers
• Be self-motivated and use time wisely
• Maintain open line of communications with each department
• Communicate pertinent information
• Respond positively to new ideas
• Openly accept critical/developmental feedback
• Ability to communicate effectively with the public and other employees.
• 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.
• 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.
• Manage people according to standards & 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.
• 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.
• 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.
• 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.
• Assist Restaurant Manager with training and development of staff.
• Greet and seat guests.
• Maintain work areas clean and organized.
• Report unsafe conditions immediately.
• Use proper cash handling and accounting procedures.
• Act a Restaurant Manager when required.
• Answer telephone; take reservations.
• Communicate with Manager on all matters relating to the Restaurant.
• Complete other duties as assigned by supervisor to include cross training.
• Display knowledge of cocktail and wine service.
• Display knowledge of food preparation.
• Perform duties of all positions within the department including serving, bussing, hosting, expediting.
• Resolve employee and guest-related problems.
• Attend required meetings.
• Take room service orders

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

• Occasionally. Paperwork.
• Concrete, tile, rubber mats covering tile, linoleum, carpet, etc.
• Pick up trays, speak with guests, clean, obtain supplies.
• Clean; inspect side work.
• Serve and speak with guests.
• View restaurant, maneuver through crowds and staff.
• . Obtain overhead supplies and food from window. Serve guests at arm’s length.
• Distribute menus, use telephone, write, stock supplies. Serve plates and hold glasses with beverages.
• Use cash register, adding machine, telephone, garnish plates.
• Move chairs, tables, glassware and China carts. Average weight: 25 lbs. Maximum weight: 50 lbs.
• Food trays, beverage containers, glass racks. Average weight: 25 lbs. Maximum weight: 50 lbs.
• Operate cash register, stock supplies, serve guests.
• Assurance of food quality and consistency.
• 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.
• Seating of guests, handling money, operate cash register, view restaurant and employee appearance.

Other:

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program