SUMMARY:

Responsible for ensuring operations of the venue assigned to each shift, ensuring guest satisfaction, and that employee performance is in accordance with policies, procedures, and gaming regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Understands and assists with Sequence of Service in all Food & Beverage outlets.
• Enforces performance standards, policies and procedures as they relate to venue operations; monitors service in all venues as assigned.
• Ensures smooth and efficient operations on a continual basis by being visible and active in the venue, and communicating with Venue & Operations Management on any challenges, assistance required, guest concerns, staffing challenges, or supply needs.
• Ensures that the highest possible standards of guest service and employee relations are maintained and carried out in a fair and equitable manner.
• Ensures compliance with all health and safety standards/regulations as well as all applicable beverage, federal, state and local laws/ordinances.
• Assists venue managers with scheduling of employees and ensuring correct staffing levels and adjustments are made in accordance with guest needs.
• Monitors job performance of all venue employees and provides feedback on same to aid the employees in developing and enhancing skills.
• Provides input to the venue managers concerning operational deficiencies, and areas in need of improvement.
• Works closely with the Culinary and Stewarding teams, ensuring food quality, recipe adherence, sanitation, and ample supplies to service the guest.
• Promotes positive guest relations through prompt, courteous, and efficient service. Handles guest issues and communicates appropriately through reports and emails distribution lists.
• Reviews, coaches accordingly, and provides recommendations and suggestions to hire, train, transfer, promote, evaluate, discipline and terminate all employees in a fair and equitable manner. 
• Maintains professional grooming and appearance, and acts as a role model according to established grooming and appearance policy.
• Listens to, evaluates, and handles guest comments in a way that satisfies the guest to their satisfaction.
• Maintains knowledge of local jurisdiction gaming laws (federal, state, compact, etc.) and regulations as well as internal controls, policies, and procedures.
• Completes shift administrative tasks as assigned which includes venue opening/closing checklists, daily manager reports, ordering of product, labor reports, scheduling floor plans, service recoveries, incident reports, and other requests brought forth by Operations Management.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Promotes the following within the department and among all employees:

• Creates an atmosphere of fun for all Casino guests.
• Encourages mutual respect, dignity, and integrity with all employees, by setting positive and professional examples at all times.
• Instills an atmosphere that encourages employees to share ideas, discuss concerns and resolve conflicts. Follows through on all employee requests.
• Retains employees through leading by example, and involvement in training and development.
• Explains reasoning for decisions made, in advance of doing them as often as possible.

SUPERVISORY RESPONSIBILITIES:

Directly supervises all service employees on assigned shift. 

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or equivalent preferred. One to three years related supervisory experience preferred.

SPECIAL QUALIFICATIONS:

Strong interpersonal and communication skills required. Appropriate licenses, as required. ServSafe® certification, or ability to become certified, required. Knowledge of HACCP standards required. Indiana requires an active employee permit issued by the State of Indiana’s Alcohol and Tobacco Commission (ATC) and a completed Indiana ATC approved server training program

This position requires a Level 4 Gaming License.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to write effective reports and memos. Ability to respond to inquiries from employees or guests. Ability to communicate effectively in one-on-one, small group, and large group situations.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent, and to interpret data from graphs.

REASONING ABILITY:

Ability to apply common sense reasoning to variety of situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, reach with hands and arms, and talk or hear. The employee frequently is required to stand and walk.

The employee is occasionally required to lift up to 25 lb.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud. A casino environment is typically smoky.