BASIC FUNCTIONS AND RESPONSIBILITIES:

The Dining Room Food Service Supervisor is responsible for overseeing the staff on the floor during meal times, ensuring quality service for our guests. They represent Mohonk Mountain House as ambassadors ensuring that our guests receive proper service, and to interact with guests while they dine. 

ESSENTIAL JOB FUNCTIONS:

•Monitor and direct a staff of up to 30 including servers, server assistants, food runners, buffet staff, and hosts in food preparation, setup, service, and break down of meal functions.
•Assign tasks, coordinate side-work schedules and general maintenance and upkeep cleaning of all areas and equipment.
•Supervise the servers and ensure their service meets our high standards, and inspect their individual stations at the end of each shift.
•Monitor that the Server Assistants have stocked their stations and maintained during the meal period.
•Monitor that the Buffet Staff have properly setup, labeled, and maintained the buffet(s) for service.
•Ensure work and service areas are maintained according to sanitation and cleanliness standards.
•Facilitate shift briefings daily to all staff members.
•Monitor and manage staff by providing feedback to improve operational performance.
•Oversee and assume responsibility for private group events ensuring proper set up/break down of the event space, requisitioning and delivery of equipment and food and beverages.
•Answer guest questions with accurate information and demonstrate a friendly and helpful personality by smiling, eye contact, initiating conversation and engaging with others.
•Assist guests with special dietary needs and coordinate with Kitchen and Dining Room staff.
•Coordinate the turning of tables and continually report table status to the Head Host.
•Enter guest orders in a POS with the ability to enter special requests such as dietary restrictions, allergies, etc.
•Identify, greet, and otherwise welcome guests in a manner consistent with the highest standards of service. Interact with guests as part of the overall quality assurance objectives.
•Obtain customer feedback and make appropriate business developments or changes to meet customer needs.
•Learn and demonstrate a knowledge of all wines, champagne, beer, cocktails, and specialty drink offerings.
•Present and uncork champagne and bottles of wine (with waiter’s corkscrew) and serve table-side.
•Organize, stock, replenish and serve menu items as appropriate.
•Plan, coordinate and host special events throughout the property, including the Parlor, Parlor Porch, Sunset Porch, Pavilion, Picnic Lodge, Granary, etc.
•Provide recommendations and suggestions aimed at enhancing the satisfaction of diners- such as recommendations about wine pairings.
•Check quality and consistency of all food products and preparations and report any variances directly to the Director of Dining Services or Executive Chef.
•Ensure food is stored in compliance with food and sanitation guidelines.
•Ensure refrigerators and storerooms are clean and neat. Ensure food and supply items are stored per standards
•Identify safety hazards, report, and follow up to see that corrective action is taken.
•Inspect the work of others by touch, sight, sound and smell for conformance to prescribed standards of cleanliness.
•Lift up to 50 lbs. from ground level to waist height, and from waist height to shoulder height, and carry up to 100 feet without assistance. Walk up to 7 miles per meal period.
•Maneuver carts or dollies safely with loads up to 200 pounds up and down stairs, elevators, through passageways or outdoors up to 75 yards.
•Maintain standards and controls for the prevention of equipment loss and/or abuse.
•Negotiate up and down stairs with a tray weighing up to 25 lbs. rested on shoulder.
•Operate vehicles safely while driving and/or parking in compliance with Mohonk Mountain House Traffic Rules and Regulations.
•Drive, park and backup vehicles safely including a box truck, pickup truck and golf cart using only side mirrors.
•Reach with hands and arms, bend, kneel, stoop, twist and flex arms, walk up and down stairs/inclines, sit, and stand for up to 5 hours at a time.
•See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
•Take responsibility for all Mohonk Mountain House equipment and supplies. Be careful to prevent loss and abuse of any items used by staff.
•Wear Mohonk Mountain House approved safety shoes, and proper safety equipment when performing tasks that recommend such equipment.
•Work special events outdoors and exposed to natural elements.
•Work under crowded and noisy conditions and to navigate around guests with loaded trays.
•Communicate problems and potential causes, e.g. supply shortages, service complaints to Dining Room Manager(s) and Director of Dining Services.
•Analyze problems and implement action plans to address problems.
•Act calmly and effectively in emergency situations.
•Learn, retain, and demonstrate a knowledge of all food and beverage offerings so that you can describe them to the guests and servers in detail and answer any questions.
•Speak, read, and write in English and communicate in a clear and congenial manner, with our guests, visitors and employees. Hear verbal instructions, directions and warnings.
•Assist management in training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model.
•Demonstrate proficiency with Windows-based operating systems and use software including MS Word, MS Excel, MS Outlook.
•Complete daily meal reports accurately, ensure reports are free of omissions and errors, and deliver to respective departments.
•Log facts pertaining to each service in the F&B Log, as well as record server counts and administrative fees.
•Oversee the overall operations of the Dining Room(s) in absence of a Manager.
•Oversee/verify payroll for department staff and follow prescribed payroll procedures.
•Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.
•Photocopy, scan, fax, email or mail correspondences.
•Utilize a computer to prepare daily requisitions for menu items. Receive all food and supplies.
•Verify totals on report forms, requisitions, or bills.
•Act as a liaison between the kitchen, the front of the house staff and our guests of the Mohonk Mountain House.
•Adhere to Mohonk Mountain House’s Dress and Grooming Standards; present a neat, clean and well-groomed appearance and maintain a positive, professional image to our customers.
•Attend events, programs, and trainings as needed to enforce and support Mohonk Mountain House policies and culture.
•Be an ambassador to the guests during meals and special events, ensuring proper service and guest satisfaction.
•Learn and retain knowledge of historical facts and information about Mohonk Mountain House.
•Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests and staff.
•Listen well, communicate effectively and establish effective working relationships with other staff, management, vendors and guests that have a variety of educational backgrounds and values.
•Maintain a flexible work schedule including days/nights, weekdays/weekends, holidays and during peak periods of business. Work three meals per day as needed.
•Work productively and efficiently with or without supervision when performing routine tasks.
•Taste sweet, sour, bitter, and salty and demonstrate a sense of smell.

QUALIFICATIONS:

•At least 21 years of age.
•Valid Driver’s License and at least 21 years of age with at least two years of licensed driving experience.
•Previous food and beverage supervisory experience preferred.
•TIPS or other state-recognized Alcohol Awareness Training certification preferred.
•Servsafe or other industry-recognized safe food handling certification preferred.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

BASIC FUNCTIONS AND RESPONSIBILITIES: 

Serve as the primary point of contact related to Recreation, Spa and Meal reservations for in-house guests. This staff person will have very high levels of guest contact.  In addition to assisting guests with reservations for activities, this staff member will serve as contact point for Mohonk Staff members looking to provide further guest experience enhancements.  This person will be responsible for the coordination and maintenance of the Central Stairs information boards related to content and appearance.

ESSENTIAL JOB FUNCTIONS

• Greet guests immediately with a friendly and sincere welcome. 
• Use a clear, understandable speaking voice, exercise judgment, respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs. 
• Learn and retain a current knowledge of all Mohonk Mountain House offerings for food and beverage, recreation, and other services.   
• Learn and retain a knowledge of Mohonk Mountain House history, family history, policies and values.  
• Demonstrate a current knowledge of the various attractions, activities and events available in Ulster, Dutchess, and Orange Counties.   Provide directions.  
• Demonstrate a basic knowledge of other attractions in the Hudson Valley Region.  Provide directions.  
• Demonstrate a basic knowledge of all mass transportation and rental services available to/from Mohonk Mountain House and the metro areas of New York, New Jersey and Connecticut.
• Demonstrate a familiarity with the services and floorplans of Stewart, Albany, Westchester, JFK, Laguardia, and Newark airports as well as Port Authority Bus Terminal of NYC, and Grand Central Station.  Have a basic understanding of the New York City Subway system. 
• Work with external companies to arrange excursions to surrounding area attractions on behalf of the guest.  
• Maintain a current knowledge of reputable restaurants, bars, eateries, retail, and other services available in Ulster County.
• Create and consistently maintain a quality work environment that is conducive to "Legendary" service. 
• Work in conjunction with the Front Desk staff and other departments to accommodate guest information needs/services.  
• Maintain open, concise, and consistent communication with management, co-workers and guests.
• Book guest reservations for in-house dining, spa, recreation and other services utilizing various windows based reservations system/point of sale.
• Enter and confirm reservations in the systems with the utmost accuracy and detail to capture all important information. Assist guests with questions regarding their existing reservations. 
• Process special requirements and needs for guests through the proper channels so that the requests and needs are met accurately and to the guest’s satisfaction and safety.
• Work productively and efficiently with or without supervision when performing routine tasks.
• Take responsibility for guest concerns:  listen, empathize, apologize, resolve and never prove the guest wrong.
• Maintain confidentiality and use discretion and proper judgment in all matters, at all times. 
• Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.
• Demonstrate proper accounting procedures for deposits, refunds, rate adjustments and end of shift audits. 
• Work under stress from contact with public, demanding deadlines and changing priorities and conditions. 
• Remain calm and alert during heavy resort activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Act calmly and effectively in emergency situations and maintain a full understanding of the Mohonk Mountain House Evacuation Plan.
• Demonstrate professional composure and use good manners on the telephone and in person. Answer and respond to telephone calls and emails promptly and communicate in a clear and professional manner.   Produce well-written and error-free emails and documents.  
• Answer guest questions with accurate information and demonstrate a friendly and helpful personality by smiling, eye contact, initiating conversation, speaking enthusiastically and engaging with others.
• Participate in outbound sales communications.  Achieve high call volume and conversion ratio based on goals set by the Director of Hotel Operations.
• Demonstrate proficiency with Windows-based operating systems and use software including MS Word, MS Excel, MS Outlook, Resort Suites, Reservation Assistant.  NAVIS Applications & Software knowledge a plus. 
• Speak, read and write the English language and communicate in a clear and congenial manner, with our guests, visitors and employees.  Hear verbal instructions, directions and warnings.
• Adhere to Mohonk Mountain House’s Dress and Grooming Standards; presenting a neat, clean and well-groomed appearance and maintaining a positive, professional image to our customers.
• Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests and staff.   
• Maintain a flexible work schedule including days/nights, weekdays/weekends, holidays, and during peak periods of business.
• Reach with hands and arms, bend, kneel, stoop, twist and flex arms, walk up and down stairs/inclines, sit, climb up/down ladders or stand for up to 5 hours at a time.
• Lift up to 25 pounds from ground level to waist level and carries a distance of up to 50 feet with/ without assistance.   Walk up to 5 miles per day.
• See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. 
• Inspect work by touch, sight, sound and smell for conformance to prescribed standards.
• Maintain a flexible work schedule including days/nights, weekdays/weekends, holidays, and during peak periods of business.
• Work in active guest setting subject to continuous interruptions and background noises. 
• Work up to five hours viewing a computer video monitor and/ or operating a keyboard. 

QUALIFICATIONS: 

• Valid Driver’s License and at least 21 years of age, or 20 years of age with at least two years of licensed driving experience.
• At least 3 years of experience in a customer focused work environment with proven problem-solving preferred.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.