Supervisor, Cafe - HRC Waikiki Family Dining

Hard Rock Hotel & Casino Ottawa • Honolulu, HI

5d

About The Position

The Cafe Supervisor assists the management team with the Cafe’s day-to-day operations and works to ensure Guest satisfaction while supporting all departments, including Line, Prep, Dish, Receiving, Inside Expo, Outside Expo, Bar, Servers, Hosts, Bussers, Retail, and Sales/Banquets. The Supervisor communicates daily with Managers, reviews daily functions and events, validates execution of Hard Rock recipes and service steps, ensures ticket-time standards are met, and coaches Employees in delivering an amplified Guest experience.

The role supports Employees through recognition, direction, communication, mentoring, training, and hands-on assistance. It also involves preparing the Cafe for shifts, maintaining safety and sanitation standards, addressing Guest feedback and complaints with the Manager on Duty, monitoring service quality, supporting sales-building activities, and tracking product, food, beverage, labor, and ticket-time performance. The Supervisor reports findings to Managers and helps maintain standards for food quality, freshness, storage, sanitation, and profitability.

Requirements

• Proficiency communicating in English, including speaking, reading, and writing.
• Proficiency with relevant technology, such as POS, KDS, FreshTxt, and Open Table.
• Proficiency in, and ability to demonstrate, Menu, Beverage, and Retail knowledge.
• Current Food and Alcohol certifications.
• High school diploma or equivalency.

Nice To Haves

• Bilingual ability preferred.
• One to two years of hospitality industry experience preferred.

Responsibilities

• Provide Employees with verbal recognition, direction, and support; communicate Cafe, Regional, and Corporate procedures.
• Communicate with Managers about work procedures, standards, efficiency, operational needs, and completion of opening, swing, closing, and cleaning duties.
• Mentor new Employees and train and empower Employees to make sound decisions about service, food quality, and Guest satisfaction in line with company standards.
• Ensure Employees follow safety, sanitation, and security procedures.
• Gather feedback from Guests, Employees, and Managers to identify strengths and opportunities for improving personal, Cafe, and Retail performance.
• Prepare the Cafe and Employees for shifts and ensure the location is ready to open according to standards.
• Perform Employee tasks, including preparing menu items, bussing tables, serving food, running drinks, and helping in the Rock Shop, to support operations and Guest experience.
• Conduct 100% table visits, greet Guests using 10-5-First and Last, listen to Guest requests, and communicate needs to the Management team.
• Resolve Guest complaints with the Manager on Duty and observe Employees to support policy adherence and a positive Guest experience.
• Use understanding of SMG, Mystery Shop, and Review Pro analytics to improve the Guest experience.
• Identify ways to promote the Company and new programs, participate in local events, and build business, market share, sales, and profits.
• Inspect product levels and storage areas to ensure adequate stock, proper storage and rotation, product freshness, and sanitation.
• Monitor hourly Food & Beverage, alcohol, and Retail sales and report information to the team.
• Monitor food, beverage, and labor costs using established methods, and report findings to the Manager.
• Observe food preparation and verify portioning, cooking, heating, recipe accuracy, temperature, and quality.
• Inspect, taste, and touch food during Line Checks to verify freshness, temperature, and adherence to recipes.
• Validate Comps and Discounts through table-visit inspection; only Managers may complete a Comp.
• Check lead times and monitor ticket times to help ensure food is prepared and served promptly.

Benefits

• Comprehensive benefits package intended to support team members’ health, future planning, and work-life balance; benefits may vary with employment status. The posting directs candidates to the company career site for the full benefits list.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED