Supervisor – Ella Mae’s Diner

Department: Food & Beverage

Reports to: Ella Mae’s Diner General Manager

Status: Non-Exempt

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Job Summary:

The Ella Mae’s Supervisor will be responsible for the direct supervision of all the daily operations in Ella Mae’s Dine and Dean Street Roastery & Retail to include restaurant, banquets, and room service as directed by the General Manager and management team to ensure exceptional service to all guests that is consistent and continually in accordance to its standards.

Essential Functions

  • Supervise day to day operations, ensuring quality service standards are met and the guest experience is exceptional
  • Use proper tools for running shifts, e.g. schedules, floor plans, reservations, etc.
  • Assist the General Manager and management team with any functions within the restaurant and any banquet functions
  • Supervise the restaurant from the arrival to the completion of the experience to ensure positive guest retention
  • Responsible for the daily function of the restaurant operations
  • Open and close shifts in accordance with the managers’ checklist
  • Conduct daily huddles to inform team of the hotel happenings, announcements, daily specials, etc.
  • Ensure team is in proper uniform/approved attire
  • Rotate server stations in a fair manner
  • Remain on the floor during meal periods to meet with guests to solicit feedback on the service, quality of food, and the overall impression of the experience
  • Ensure that scheduled functions are complete and are set up accurately
  • Respond to all guest requests, problems, complaints, and/or accidents at all F&B outlets in an attentive, courteous, and efficient manner including follow up to ensure guest satisfaction
  • Find solutions to guest issues such as quality of food and service, long wait times, etc.
  • Ensure guest privacy and security by correctly following hotel procedures
  • Attempt to limit problems and liability related to customers’ drinking by following TIPS practices
  • Ensure team members are aware of all applicable laws regarding alcoholic beverages
  • Monitor beverage staff to ensure proper portion control and maintain low beverage cost
  • Follow SafeStaff sanitary compliance throughout all areas
  • Ensure daily side work has been completed prior to staff leaving
  • Communicate any issues with management team to prepare for next shift
  • Create a positive atmosphere for guest relations and teamwork
  • Assist in maintaining a motivated, interactive, positive team
  • Maintain professionalism with all team members, managers, and guests
  • Ensure team members are treated fairly and equitably; prioritize team member retention
  • Train, motivate, coach, counsel, and discipline all F&B team members according to Hotel standards with Human Resource’s assistance
  • Strive daily to improve service skills with all team members within the department
  • Ensure compliance with all F&B policies and procedures by training, supervision, and follow- up using a “hands on” approach
  • Maintain a professional working relationship and promote open lines of communication with all Luminary Hotel management and team members
  • Communicate and maintain positive inter-departmental relations
  • Review staffing levels to ensure exceptional guest service, meeting of operational needs, and financial objectives are being met
  • Maintain and monitor “Lost and Found” procedures and policies according to standards
  • Comply at all times with Hotel’s standards and regulations to encourage safe and efficient hotel operations
  • Respond to emergency situations using information contained in Safety Data Sheets; keep SDSs current and easily available
  • Maintain compliance with Hotel core values
  • Maintain regular attendance in compliance with Hotel’s policy; following a schedule which will vary according to the needs of the hotel and may require a varying weekly schedule
  • Maintain high standards of personal appearance and grooming which includes wearing proper professional attire
  • Attend meetings as necessary

Hotel Performance

  • Ensure successful performance by increasing revenues, controlling expenses, and providing a return on investment for the owner and investors

Education & Experience

  • Previous experience in a food and beverage management role
  • 2 years degree or higher preferred
  • Excellent customer service skills
  • Excellent communication skills, both verbal and written
  • Ability to effectively present information to individuals or groups
  • Proficient with Microsoft Office programs a must, Marriott systems a plus

Physical Demands

  • Ability to sit or stand for extended periods of time
  • Ability to communicate clearly
  • Ability to lift, bend, and carry 25 lbs.
  • Ability to climb stairs
  • Corrected vision to normal range
  • Ability to drive/transport self and others
  • Ability to travel on occasion for meetings
  • Ability to work long hours as needed

Mental Demands

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction, and provide direction to others
  • Manage differing personalities within the office, the hotel, and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary

NOTICE:  The hotel business functions seven days a week, 24 hours a day.  All employees must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands.  In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.


Career Information

Date Posted:
July 25, 2022

Career Category: