Concession Team Lead

7 days ago

New London, Connecticut, United States Mohegan Full time
Job Summary

We are seeking a highly skilled and experienced Supervisor to join our team at Mohegan. As a key member of our operations department, you will be responsible for supervising Support Operations staff, including staffing, scheduling, development, and day-to-day activities. You will also assist with hiring, training, coaching, and counseling of Support Operations staff to ensure exceptional guest service.

Key Responsibilities:
  • Assist with the hiring process, including recruitment, interviewing, and onboarding of new staff members.
  • Develop and implement effective schedules for Support Operations staff, ensuring adequate coverage and maintaining high levels of productivity.
  • Oversee daily operations, making decisions based on pre-determined departmental goals and objectives.
  • Ensure compliance with internal procedures for employee skill expansion, transfers, and worker profiles.
  • Coordinate SMART alcohol training and provide follow-up support as needed.
  • Prepare annual performance appraisals for Support Representatives and Specialists, providing constructive feedback on job performance.
Secondary Responsibilities:
  • Manage shift scheduling, including work assignments, training, employee breaks, overtime assignments, backup for absent employees, work trades, and shift rotations.
  • Determine shift operating methods, structures, and procedures aligned with goals established by the Support Operations Manager.
  • Collaborate with the Manager to issue disciplines or commendations as needed.
Additional Responsibilities (Arena Concessions):
  • Supervise Line Servers during arena events, ensuring seamless execution of concession services.
  • Maintain an adequate level of products, beverages, paper, plastic, and arena supplies.
  • Work closely with Stewarding and EVS departments to uphold health, safety, and sanitation guidelines.
  • Respond promptly to guest issues and special requests, providing exceptional customer service.
  • Compile detailed records of each show, tracking key metrics and performance indicators.
  • Ensure strict adherence to alcohol laws and regulations, including intoxication prevention, underage drinking, and refusing service when necessary.
Requirements:
  • High School Diploma or equivalent required; relevant experience preferred.
  • One year of experience in personnel staffing and scheduling, shift supervision, and operational planning.
Competencies:
  • Excellent written and verbal communication skills.
  • Strong organizational and multi-tasking abilities.
  • Intermediate knowledge of Microsoft Office Suite (Word, Excel, Outlook).
  • Ability to coach, counsel, and train Support Specialists and Representatives.
  • Capacity to work effectively with multiple departments at all levels of management.
Work Environment:
  • Able to work in a high-energy environment with potential exposure to smoke, loud noises, and low lighting.
  • Able to walk, climb stairs, stand, bend, stretch, and climb stairs for extended periods.
  • Able to lift up to 50 pounds.
  • Able to work varied shifts and flexible hours.

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