FOH Restaurant Supervisor - Grain, Hilton Norfolk The Main

Overview

Restaurant Supervisors coordinates and managers all aspects of front of house guest experience for the restaurant for a shift.

Responsibilities

Level One

Responsibilities of Gold Key|PHR Supervisors:

Understand the needs of the shift, deploy resources and communicate the plan to the staff department so that products and services are delivered timely and to the department’s specifications.

Use the department’s Job Skill Handbooks to consistently coach and train Associates.

Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.

Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service. 

Monitor daily time and attendance including clock in and out to ensure daily labor budget is met.  Make adjustments as needed to respond to call offs or changes in forecasted business volume.   

Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction.  Understand and escalate guest concerns when necessary.

Champion Gold Key/PHR’s service culture, “The Keys to Making it Right” to  proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.

Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.

Proactively manage safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.  

Ensure individual compliance with all Gold Key|PHR, Brand and state or federal training requirements for your role to include new hire, certification and re-certification as needed.

Other duties as assigned.

 

• Assign all associates their duties, and inspect work for conformance to prescribed company/franchise standards of cleanliness.
• Interact with fellow associates in a courteous and professional manner.
• Greet and interact with the guest in a friendly and professional manner creating the “WOW” experience.
• Ensure that all guest requests you receive are satisfied in a timely and efficient manner. Provides service in a highly professional manner at all times.
• Prepare the pre-shift reports concerning room occupancy, notes for specific shift using the pre-shift template.
• Conduct daily pre-shift meeting
• Record data concerning work assignments and special projects and prepare periodic reports. 
• Investigate complaints and takes corrective action during guest table visits.
• Possess full knowledge of all matters relating to proper techniques as established by hotel/franchise requirements.
• Complete associate safety training in compliance with PHR/franchise procedures, OSHA regulations and Restaurant Supervisor.
• Review internal management reports to include: occupancy forecasts, night audit summary, payroll edits, man-hour and payroll reports, productivity results from the prior day, operating checkbook accounts and schedules
• Attend weekly staff meeting
• Check periodically each day on any and all special project work
• Ensure that the resort maintains all QA standards as defined by any third party affiliations (Interval International or hotel franchiser) where applicable
• Assists Restaurant Manager with month end inventory to ensure adequate supplies, if requested.
• Ensure that all department employees receive comprehensive training as specified by the Operating Business Plan Assumptions
• Enforce 100% staff compliance with uniform and grooming standards
• Report unsafe work conditions/practices and safety/security violations in accordance with Company policy.
• Assist Restaurant Managers in training and supervising associates. Observe performance and encourage improvement through coaching as appropriate. Contribute to retention and motivation of associates through open communication and problem resolution.
• Manage and operate within the various outlet budgets and their components (labor costs, food costs, beverage costs, supplies, equipment, etc...) to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service
• Execute company programs and manage the operations of outlet / area(s) to ensure compliance with and SOPs, safety regulations and all other federal, state and local regulations and to ensure an optimal level of service, quality and hospitality are provided to the guests. Take full ownership of the shift as Shift Lea