Food and Beverage Floor Supervisor

Four Winds Casinos Career Site•South Bend, IN

About The Position

The Food and Beverage Floor Supervisor oversees the assigned venue during each shift, ensuring guest satisfaction and employee performance in accordance with company policies, procedures, and gaming regulations. The supervisor remains visible and active in the venue, monitors service, supports smooth operations, and communicates operational challenges, guest concerns, staffing needs, and supply requirements to venue and operations management. The position maintains guest-service and employee-relations standards; ensures compliance with health, safety, beverage, and gaming requirements; and works with Culinary and Stewarding teams on food quality, recipe adherence, sanitation, and supplies. The supervisor handles guest feedback and service issues, coaches employees, provides performance feedback, and makes recommendations regarding staffing and personnel actions. The role also completes assigned shift administration, including checklists, reports, ordering, labor reports, floor plans, service recoveries, and incident reports. The supervisor directly oversees service employees on the assigned shift and supports a respectful, professional workplace through positive example, employee involvement, training and development, follow-through on requests, and clear communication about decisions.

Requirements

High school diploma or equivalent preferred.
One to three years of related supervisory experience preferred.
Strong interpersonal and communication skills.
Appropriate licenses as required.
ServSafe® certification, or ability to become certified, required.
Knowledge of HACCP standards required.
For Indiana employment: an active employee permit issued by the Indiana Alcohol and Tobacco Commission (ATC) and completion of an Indiana ATC-approved server training program.
Level 4 Gaming License required.
Ability to read, analyze, and interpret policy and procedure manuals, maintenance instructions, and related documents.
Ability to write effective reports and memos and respond to employee and guest inquiries.
Ability to communicate effectively one-on-one and in small- and large-group settings.
Ability to perform basic arithmetic and compute rates, ratios, and percentages and interpret data from graphs.
Ability to apply common-sense reasoning to a variety of situations.
Ability to use hands and fingers to handle or feel objects, reach with hands and arms, and talk or hear; frequently stand and walk; and occasionally lift up to 25 pounds.

Nice To Haves

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

Responsibilities

Understand and assist with the Sequence of Service in all Food & Beverage outlets.
Enforce venue performance standards, policies, and procedures, and monitor service in assigned venues.
Maintain smooth and efficient venue operations through an active presence and communication with Venue and Operations Management about challenges, assistance, guest concerns, staffing, and supplies.
Maintain high standards of guest service and employee relations, applying them fairly and equitably.
Ensure compliance with health and safety standards and applicable beverage, federal, state, and local laws and ordinances.
Assist venue managers with employee scheduling and maintaining staffing levels appropriate to guest needs.
Monitor employee job performance and provide feedback to support skill development.
Provide venue managers with input on operational deficiencies and areas for improvement.
Work with Culinary and Stewarding teams to ensure food quality, recipe adherence, sanitation, and adequate service supplies.
Promote positive guest relations through prompt, courteous, and efficient service; listen to and address guest comments and concerns.
Handle guest issues and communicate them through appropriate reports and email distribution lists.
Review and coach employees, and make recommendations concerning hiring, training, transfers, promotions, evaluations, discipline, and termination.
Maintain professional grooming and appearance and serve as a role model under the established appearance policy.
Maintain knowledge of applicable gaming laws and regulations, internal controls, policies, and procedures.
Complete assigned shift administrative work, including venue opening and closing checklists, daily manager reports, product ordering, labor reports, scheduling floor plans, service recoveries, and incident reports.
Directly supervise service employees on the assigned shift.
Promote a fun atmosphere for casino guests and encourage mutual respect, dignity, and integrity among employees.
Encourage employees to share ideas, discuss concerns, and resolve conflicts; follow through on employee requests.
Retain employees through leading by example and participating in training and development.
Explain the reasoning for decisions in advance whenever possible.