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Food Court Manager II

4 months ago

Cleveland, United States JACK Cleveland Casino LLC Full time
Job DescriptionJob Description

Primary responsibilities of the Food Court Manager II are to assist with the day to day administrative and operational duties. This includes the direct supervision of all line level service employees, support of all service initiatives, Club JACK scores and overall customer satisfaction and service quality. Particular attention to JACK’s top customer tier is mandatory and maintenance of differentiated service is a priority. Employee training is a key function of all outlet management staff and will be expected to work independently to audit service performance (including culinary station attendants).

Role Responsibilities:

  • Ensure daily operations including: ordering, scheduling, managing production, leading team members, ensure safe food handling according to JACK policy and local regulations
  • Manages operational budgets, updating property leadership as directed
  • Champions food quality and consistency through recipe adherence, product usage and team member training
  • Conduct regular sanitation inspections
  • Onboard, trains and leads outlet team members. Training includes, recipes, JACK Policy and Procedures, and company culture.
  • Provides support in the running of the operation and coverage for days off.
  • Maximizes employee’s morale through leading by example in demonstrating beyond the best behaviors to both guest and employees and provides the tools, guidance and support needed to enable all restaurant employees to give world class guest service.
  • Maintains high levels of customer satisfaction by building relationships with the guests (through table touches, greetings farewells) and encourages employees to build relationships with the guests.
  • Resolves customer complaints and or service deficiencies by listening to the guest, responding with sincerity, and using appropriate service recovery tools.
  • Ensures clear and constant communication through daily pre-shift meetings with entire team. And updates the team on property news, promotional events and other pertinent information.
  • Maintains area in good condition, communicating any issues with facilities and the F&B Director
  • Prioritizes VIP guest services and pays particular attention to steps of service for top tier guests.
  • Details and uses the CET coaching cycle in giving both positive and corrective feedback.
  • Provides fiscal responsibility and participates in month end P/L reviews. Understanding of each line item of the P/L and how they relate to daily operations and customer service impact.
  • Candidate will have a working relationship with Stewarding, Facilities and EVS in order to maintain the cleanliness, sanitation and equipment management of kitchen areas.

Knowledge, Skills, & Abilities

  • Must be able to work independently.
  • Must be able to sit, stand or walk for long periods of time (4 hours).
  • Must be able to respond calmly and make rational decisions when handling employee conflicts.
  • Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
  • Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
  • Respond to visual and aural cues.
  • Must have the manual dexterity to operate a computer and other necessary office equipment.
  • Must be able to tolerate areas containing dust, loud noises and bright lights.
  • Must be able to work varied shifts, weekends and holidays as needed.
  • Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
  • Ability to speak distinctly and persuasively.
  • Must be able to read, write, speak, and understand English

Education & Experience Requirements

  • Two years Food degree or comparable industry experience.
  • Minimum of three years’ experience in a supervisory capacity in a similar style operation.
  • Be able to work closely with buffet team (servers & stockers) in order to deliver excellent guest service.
  • Must be congenial and have neat, professional appearance with good personal hygiene.
  • Must be reliable and conscientious and possess the ability to interact (in English) with guest, do-workers and supervisory staff.
  • Excellent interpersonal, customer service, leadership, communication, team building and problem solving skill are required.
  • Must be accurate and detail oriented. Demonstrated ability in maintaining consistent, high quality guest service levels. Must be able to initiate and engage in conversation in a professional and friendly manner.
  • Must have the ability to act quickly and exercise good judgment under pressure/conflict situations.
  • Must have an understanding of how the job responsibilities relate to the areas of the casino and hotel.
  • Has positive and professional interaction with all casino and hotel departments. Consistently demonstrates excellent communication and facilitation skills.
  • Provide an upbeat and positive appearance to our guests.

License Requirements

  • None