Hospitality Shift Manager

Seneca Gaming Corporation - Buffalo, NY

Full-time - Mid Level

Buffalo, NY

Amusement, Gambling, and Recreation Industries

About the position

The Hospitality Shift Manager is a pivotal role within the SBCC Food and Beverage and Facilities/EVS departments, responsible for managing and overseeing all aspects of administration and daily operations. This position requires adherence to the Seneca Gaming Corporation's policies and procedures, as well as Internal Control Standards and objectives. The Hospitality Shift Manager will ensure that all operations run smoothly, efficiently, and in compliance with established guidelines. This role is essential in maintaining high standards of service and operational excellence, contributing to the overall guest experience in a fast-paced casino environment. In this position, the manager will lead a team of employees, instilling a sense of pride and personal responsibility among staff members. The role demands strong leadership qualities, fairness, and the ability to effectively communicate with both customers and employees. The Hospitality Shift Manager will be responsible for training and coaching team members, fostering a collaborative work environment, and addressing any issues that may arise during shifts. The manager will also be tasked with ensuring that all food and beverage services meet the highest standards of quality and customer satisfaction. The work environment is dynamic and can be moderately loud, requiring the manager to maintain physical stamina and a positive mental attitude while working under pressure. The Hospitality Shift Manager must be prepared to handle various situations diplomatically and tactfully, ensuring that both customer and employee needs are met promptly and effectively. This role is crucial in creating a welcoming atmosphere for guests and ensuring that the operational goals of the department are achieved.

Responsibilities

• Manage and oversee daily operations of the Food and Beverage and Facilities/EVS departments.
• Ensure compliance with Seneca Gaming Corporation's policies and procedures.
• Instill a sense of pride and personal responsibility in subordinate employees.
• Train, coach, and develop team members to enhance performance.
• Address customer service issues and resolve conflicts in a diplomatic manner.
• Maintain high standards of service and operational excellence.
• Monitor and manage the performance of staff during shifts.
• Ensure that all food and beverage services meet quality standards.

Requirements

• Must be 18 years of age or older upon employment.
• High School diploma or its equivalency required.
• Four (4) years of experience with two (2) years in the field of food and beverage required.
• Minimum of two (2) years Food and Beverage Supervisory experience.
• Knowledge of all phases of full service dining.
• Previous customer service experience required.
• Excellent interpersonal, customer service, communication, coaching, team building and problem solving skills.
• Proficient computer skills.