Food Outlet Supervisor

Great Wolf Lodge•Concord, NC

About The Position

At Great Wolf, the Food Outlet Supervisor brings joy to families by participating in daily food outlet and lodge operations. This leadership role supports business requirements and the food and beverage team, interacts with guests and Pack Members to enhance their experience, and helps maximize profitability. The supervisor oversees food outlet operations and provides operational, administrative, and people-management support. This includes maintaining service, sanitation, safety, and inventory standards; supporting scheduling and labor management; coaching and engaging Pack Members; addressing concerns; and partnering with food and beverage leadership on guest service and employee engagement.

Requirements

High school diploma or equivalent experience.
At least 1 year of experience in a food service leadership capacity.
At least 1 year of experience using point-of-sale (POS) technology.
Experience with Microsoft Office and general software systems, with proficiency in Excel, Word, and Outlook.
Demonstrated customer service, conflict resolution, employee engagement, retention, and team-building skills.
Basic math skills for tasks such as cash handling.
Proficiency in written and spoken English.
Ability to work a flexible schedule, including nights, weekends, and holidays as needed.
Ability to lift up to 30 pounds.
Ability to bend, stretch, and twist.
Ability to stand and walk for long periods.

Nice To Haves

Associate degree or higher in hospitality or a related field.
Prior experience with Micros POS.
Serve-Safe and/or TIPS certification.
Previous hotel experience, preferably at a large family resort or hotel.

Responsibilities

Supervise daily food outlet operations to ensure lodge standards are met and daily tasks and assignments are completed.
Assist with restaurant operations, including point-of-sale transactions, expediting, restocking, and ensuring staff breaks.
Ensure outlets are sanitized, cleaned, stocked, and correctly set up at the start of and throughout shifts, following sanitation, safety, and alcohol beverage control policies.
Coach, encourage, and recognize Pack Members regularly.
Champion Great Wolf policies and procedures and collaborate with department and lodge leadership on performance management.
Respond to Pack Member and guest concerns and escalate them to leadership as appropriate.
Participate in staff scheduling, labor management, and forecasting.
Provide supervisory and administrative support for food and beverage operations, including scheduling, payroll, time and attendance, reservations, inventory, receiving, birthday parties, and personnel matters.
Perform daily audits to help ensure operations meet standards.
Conduct daily stand-up meetings with the food and beverage team to prioritize the day and facilitate Pack Member feedback.
Monitor staff performance and provide timely feedback and coaching.
Participate in recruitment and selection of food and beverage staff.
Partner with food and beverage leadership to develop and execute action plans related to guest service and Pack Member engagement, measured through NPS and eNPS.
Participate in Pack Member performance management, including reviews, corrective action, investigations, and conflict resolution.
Maintain quality of operations by ensuring service excellence, adequate supplies and food inventory, and functioning equipment; troubleshoot, arrange maintenance, or call for repairs as needed.
Assist in developing, implementing, and monitoring programs for facility safety and regulatory compliance, including ergonomics, emergency response, injury and illness prevention, and hazard communications.