Inn Library Lounge Supervisor - Flex

BWM Biltmore Workforce Management; Asheville (NC); On-site; USD 22,000 - 31,000; Full time

Job summary

Biltmore is seeking a Dining Room Supervisor to oversee Front of House dining operations across Library Lounge, AM/PM Dining and In-Room Dining according to Biltmore and Forbes standards. The role requires weekend and holiday availability, proven leadership, and the ability to manage staff, scheduling and guest service recovery while maintaining high service standards.

Knowledge of wine and cocktails is a plus.

Qualifications

• High school diploma required; Additional education and/or certification(s) preferred.
• Minimum two (2) years related experience in a comparable full-service restaurant; upscale hotel/resort/attraction preferred.
• Demonstrated commitment to delivering world-class guest service and leadership; ability to motivate staff.
• Knowledge of wine and cordials preferred; bartending experience; must be 21+ to bartend.
• Outstanding interpersonal and verbal/written communication skills.
• Strong organizational skills; prioritizes work and multi-tasks.
• Proactive with good judgment; problem solves and troubleshoots.
• Proficiency in Word and Excel; learn Biltmore’s systems and protocols.

Responsibilities

• Daily supervision of operations and staff.
• Handles escalated guest service recovery; resolves guest complaints; empowers staff.
• Assists with hiring, training, scheduling and performance management of staff.
• Opening/closing and reporting duties.
• Facilitates communication between front/back of house to provide seamless service.
• Maintains current knowledge of F&B products/menu items, VIPs, groups, and estate information.
• Supports staff in ensuring facilities, service, and experience exceed expectations and 4-Star standards.
• Acts as the primary FOH contact in the absence of the Restaurant Manager.
• Provides general assistance/support for team, leadership, and company.
• Stays up to date on estate activities, operations, and offerings.
• Assists with bartending as needed; extensive cocktail knowledge required when bartending.

Skills

Front of House supervision

Guest service

Staff mentoring

Scheduling

Communication

Beverage knowledge

Education

High school diploma

Additional education/certifications preferred

Tools

Word

Excel

Job description

Job Description The starting pay range for this position begins at $19.44/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

The Dining Room Supervisor will be responsible for the supervision of “Front of House” dining operations in the Library Lounge, AM Dining, PM Dining and/or In-Room Dining in accordance with Biltmore and Forbes standards. This position will be charged with executing and maintaining the Biltmore's service and management philosophies; ensuring standards are met or exceeded; supervising staff and assisting with performance management, scheduling, and delivering unique and memorable world-class dining experiences for guests. Supervisors will serve as "Manager on Duty" in the absence of the Restaurant Manager. They will provide general assistance and support for the team, department, leadership, and the company as required. Weekend & holiday availability required.

Essential Job Duties:

• 1. Daily supervision of operations and staff.
• 2. Handles escalated guest service recovery; resolves guest complaints, ensuring guest satisfaction according to standards; empowers staff to troubleshoot.
• 3. Assists with hiring, training, development, scheduling and performance management of staff; promotes positive and professional work environment.
• 4. Opening/closing and reporting duties.
• 5. Facilitates communication between front/back of house to provide seamless service.
• 6. Maintains current and accurate knowledge of all F&B products/menu items, as well as VIPs, groups, and Estate information.
• 7. Supports staff in ensuring that facilities, service, and experience exceed expectations and are consistent with Biltmore and Forbes 4-Star standards.

Additional Responsibilities

• 1. Acts as the primary point of contact for FOH F&B in the absence of the Restaurant Manager.
• 2. Provides general assistance/support for team, leadership, and company as required.
• 3. Stays up to date on estate activities, operations, and offerings.
• 4. Assists with bartending as needed during peak business, or in the absence of a bartender; Lounge Supervisors must have extensive knowledge of cocktails and proper mixology techniques due to guest-facing bar

Qualifications:

• 1. High school diploma required. Additional education and/or certification(s) preferred.
• 2. Minimum two (2) years related experience in a comparable full-service restaurant. A combination of education/experience may be considered. Ideal candidate will have prior experience in an upscale hotel/resort/attraction.
• 3. Demonstrated commitment to delivering world-class internal/external guest service and proven leadership skills; ability to motivate and develop staff is key.
• 4. Knowledge of wine and cordials preferred. Minimum six (6) months experience bartending required; must be 21 years of age to bartend.
• 5. Outstanding interpersonal and verbal/written communication skills; must be able to engage/interact/resolve issues professionally with diplomacy and tact.
• 6. Strong organizational skills with attention to details and service; prioritizes work, multi-tasks and adapts as required.
• 7. Proactive and exercises good judgment; problem solves and troubleshoots.
• 8. Proficiency in Word and Excel; must be able to learn Biltmore’s systems products, and protocols.

Physical Requirements:

• 1. Exert physical effort in transporting 25-50 pounds frequently.
• 2. Endure various physical movements throughout the work areas.
• 3. Ability to remain ambulatory and in stationary positions throughout work shift.
• 4. Must be able to work 10 – 14 hour shifts as business demands.
• 5. Satisfactorily communicate with guests, management and co-workers to their understanding.
• 6. Ability to work in an environment that includes: Variable temperature conditions and noise levels Outdoor environments Exposure to fumes, dust and chemicals

Biltmore is interested in people who strive for excellence; who are committed to working together, supporting each other, and sharing a sense of stewardship to protect this special place. Our employees shape and enrich extraordinary experiences for guests, using judgment and skills based on our Vanderbilt-inspired legacy of hospitality. We invite you to join our dedicated team.

An offer of employment is conditional upon the result of a security background check, reference checks, and—for certain positions—a drug screen, a physical examination, credit report, and/or driving record report prior to the commencement of employment.