Shift Lead, Restaurant - HRC San Francisco

Hard Rock Hotel & Casino Ottawa; San Francisco (CA); On-site; USD 32,000 - 45,000; Full time

Job summary

Hard Rock Hotel & Casino Ottawa is seeking a Front of House Supervisor to support bartenders, servers, hosts and bussers in daily Cafe operations and guest satisfaction. You will contribute to sales growth while upholding brand standards and legal obligations.

The role requires at least 2+ years in a supervisory capacity in a fast-paced restaurant, strong food-handling knowledge, and a bent for coaching staff to deliver exceptional service. Bartending experience is a plus.

Qualifications

• 2+ years in a supervisory role with high volume exposure in a casual- themed, full- service restaurant.
• Strong knowledge of food handling.
• Bartending experience preferred.
• Influencing the training and development is a necessary strength, so a background in training is a plus.

Responsibilities

• Mentor and coach hourly staff to become brand ambassadors and deliver industry leading customer service.
• Greets employees at shift start to promote a positive work environment.
• Provide ongoing verbal recognition, direction and support to staff.
• Motivate staff daily with a positive attitude and open communication lines.
• Communicate with employees to keep them informed of restaurant, regional, and corporate procedures.
• Collaborate with managers to evaluate procedures, uphold standards, and improve efficiency.
• Train and empower employees to exercise good judgment in guest service decisions.
• Monitor performance and ensure compliance with procedures and workload.
• Ensure safety, sanitation and security procedures are followed.
• Listen to feedback from customers and staff to identify areas for improvement.
• Create and adjust weekly schedules to meet demand and trends.
• Present a professional image to all stakeholders.
• Operate ethically to protect the brand image.

Skills

Communication

Leadership

Customer service

Team mentoring

Multilingual

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

[Hard Rock International](https://urldefense.com/v3/ http:/www.hardrock.com/ ;!!N96JrnIq8IfO5w!kQVEYB2MC-PWJcnOVKMs_NqIGzn4Rz71HIHIgCg_qgPCaIT-8uKNKXop-yOyZIa1uy54WEv8DeFe6UlxZnFTsoo$) (HRI) is one of the most globally recognized companies with venues in over 70 countries spanning 265 locations that include owned/licensed or managed Rock Shops®, Live Performance Venues and Cafes. HRI also launched a joint venture named Hard Rock Digital in 2020, an online sportsbook, retail sportsbook and internet gaming platform. Beginning with an Eric Clapton guitar, Hard Rock owns the world’s largest and most valuable collection of authentic music memorabilia at more than 86,000 pieces, which are displayed at its locations around the globe. In 2022, Hard Rock Hotels was honored as the number one brand in Outstanding Guest Satisfaction for the second year in a row among Upper Upscale Hotels in J.D. Power’s North America Hotel Guest Satisfaction Study. This designation is the fourth consecutive year the iconic brand has been among top brands in this category.

HRI is the first privately-owned gaming company designated U.S. Best Managed Company by Deloitte Private and The Wall Street Journal for the second year. Hard Rock was also honored as one of Forbes’ Best Employers for Women, Diversity and New Grads and a Top Large Employer in the Travel & Leisure, Gaming, and Entertainment Industry. In 2021, Hard Rock Hotels & Casinos received first place ranking in the Casino Gaming Executive Satisfaction Survey conducted by Bristol Associates Inc. and Spectrum Gaming Group for six of the last seven years. For more information on Hard Rock International, visit [www.hardrock.com] https://urldefense.com/v3/ http:/www.hardrock.com ;!!N96JrnIq8IfO5w!kQVEYB2MC-PWJcnOVKMs_NqIGzn4Rz71HIHIgCg_qgPCaIT-8uKNKXop-yOyZIa1uy54WEv8DeFe6UlxwevJle0$ or shop.hardrock.com.

The FOH Supervisor is responsible for assisting the bartenders, servers, hosts and bussers with the day-to-day operations of the Cafe, ensuring guest satisfaction, while contributing to the sales growth and ensuring all standards and legal obligations are followed. The FOH Supervisor also supports cafe senior leadership in upholding all brand standards and core values, while meeting or exceeding Hard Rock business objectives.

• Serve as a mentor and coach to develop hourly staff members into Hard Rock brand ambassadors and industry leading customer service
• Greets employees as they begin their shift to promote a positive work environment.
• Continuously provides employees with verbal recognition, direction, and support.
• Motivate employees daily by having a positive attitude and having an open line of communication.
• Communicates with employees to keep them informed or restaurant, regional, and corporate procedures.
• Communicates with managers to evaluate work procedures, review standards, identify methods for increasing efficiency or effectiveness, and respond proactively to any needs that have arisen.
• Trains and empowers employees to exercise good judgment to make decisions regarding guest service satisfaction by adhering to company training standards
• Monitors/coaches employees on performance, compliance with procedures and workload
• Ensure employees follow safety, sanitation and security procedures.
• Listens to comments, criticisms, and feedback from customers, employees and other managers to gain an understanding of areas of strength and opportunity to improve personal/restaurant performance.
• Creates and modifies the weekly work schedule to accommodate employees, volume or other emerging trends.
• Present a professional image to employees, guests, clients, owners and investors.
• Operate ethically to protect the image of Hard Rock.
• Utilize programs designed to help Save the Planet.
• Possess a self-motivated approach to their own personal and professional

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• 2+ years in a Supervisory role with high volume exposure in a casual- themed, full- service restaurant.
• Strong knowledge of food handling
• Bartending experience preferred
• Influencing the training and development is a necessary strength, so a background in training is a plus.

SKILLS

• Ability to learn and bring “out of the box” ideas to their team.
• Genuine enthusiasm and aptitude for serving people.
• Excellent verbal and written communication skills.
• High level of business acumen and common sense.
• Demonstrates strong problem solving skills through ability to diagnose and implement solutions.
• Must possess strong communication and listening skills, excellent speaking, reading and writing.
• Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Ability to effectively pitch and present information in one-on-one and group situations to media, customers, clients, partners and other employees of the organization.
• Multiple language abilities a plus, fluency in English required.
• Leading by example and running shifts tied into our core mottos and values.
• Help insure that food and beverage specifications, quality and recipe inherence is up to HR standards.
• Help maintain proper managing coverage in all aspects of FOH operations.

PHYSICAL DEMANDS

• Ability to move throughout the corporate office and cafes during visits (standing, walking, kneeling, and bending) for extended periods of time.
• Ability to sit for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally, regularly, frequently move objects (lift, push, pull, balance, carry) up to 10 pounds.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
• Ability to travel via auto or airplane for long periods of time.

Pay Range:

$23 - $33/Hourly