Hospitality Services Supervisor

Summary of Responsibilities:

The Hospitality Supervisor is responsible for the daily efficient operation of the Residential dining rooms and bar. The Hospitality Supervisor establishes and enforces courteous, efficient, and accurate service of food and beverages to all residents/guests and ensures that residents/guests have a pleasant dining experience.

Essential Functions/Duties:

• Facilitates the set-up, running and closing of the dining rooms and bar.
• Conducts daily pre-meal meetings.
• Hires, trains and schedules staff members.
• Coaches, counsels and supervises new and present staff members.
• Completes employee performance evaluations and disciplinary records.
• Ensure all dining staff stay current with Relias.
• Oversee set-up and supervision of special events or functions as needed.
• Ensures correct place settings at tables.
• Maintains high visibility in the dining rooms during meals.
• Resolves customer complaints and ensures customer satisfaction.
• Oversee set-up and delivery of medically and non-medically necessary tray delivery.
• Establishes and maintains good communication with kitchen.
• Ensures cleanliness in all dining areas and service areas.
• Enforces uniform standards and service standards.
• Operates reporting systems, including inputting guest checks, tracking meals using the SLS system.
• Take inventory and purchases alcohol.
• Reviews timecards and makes relative employee changes in the company’s HR Management System.
• Assist with end of the month resident billing.
• Assists in seating of residents when needed.
• Assists Hospitality manager with development and implementation of resident events.
• Demonstrates interest in learning additional aspect of the job and offers suggestions to improve workflow.
• Meets with individuals to plan and execute events.
• Maintains job description and job flows for hospitality positions.
• Maintains sanitation expectations for all dining areas.
• Responsible for Dining Services room reservation/catering (worx hub) reservations, Touch town and Resident portal.
• Responsible for catering Billing and tracking of guest meals.
• Participate in the Dining Enhancement committee as needed.
• Oversees formatting and printing menus for all Wyomissing Club, Terrace Room, Bistro, Late night and special menus. 
• Oversees weekly Highlands Happenings Dining pages and communication.
• Maintains master and model schedule for hospitality positions.
• Assures sanitation and organization of all dining and support areas.
• Participate in and complete all required ongoing training, including monthly online and in-person training, annual skills competencies education, and role-specific certifications, to ensure continued competence and adherence to organizational and regulatory standards.

Required Skills/Abilities:

• Strong proactive and efficient work ethic
• Ability to function in a fast-paced environment, with competing priorities and deadlines
• Demonstrated interpersonal communication, verbal and written
• Comfortable and agile working with technology; Proficient in MS Office and other applications.

Supervisory Responsibilities:

• Oversees Dining Waitstaff team members including waitstaff, bartenders, and resident liaisons.

Core Values:

1. AMBASSADOR: Represents The Highlands at Wyomissing® in a positive light with integrity. Takes pride in our community.
2. COMMITMENT: Dedicated, adaptable, tolerant, dependable, focused, and passionate. Often does more than is required. Reports to work as scheduled and timely.
3. COMPASSIONATE: Is empathetic, mindful, and kind.
4. INNOVATIVE: Is curious. Identifies new methods and efficiencies.
5. RESULTS-DRIVEN: Has a strong sense of urgency about solving problems and completing work. Exerts unusual effort over time to achieve a goal. Maintains commitment to goals in the face of obstacles and frustrations.
6. TEAM ORIENTED: Works cooperatively and effectively with others to achieve common goals.

The Highlands’ Traditions (Customer Service Expectations):

1. SAFETY: Practices safe behaviors to ensure the safety of all.
2. KINDNESS: Projects a positive image and energy. Courteous and respectful to all. Goes above and beyond to exceed customer expectations.
3. SHOW: Takes pride in self-appearance. Stays in “character” and performs the “role in the show.” Ensures work area is show-ready.
4. EFFICIENCY: Performs role with consistency and efficiency. Uses time and resources wisely.

Position Type/Expected Hours of Work:

• This is a full-time or part-time position in a health care facility that is open 24 hours a day, 365 days a year. Rotating shifts as well as weekend, holiday and work during inclement weather will be required.

Education and Experience Requirements:

• High school Diploma or GED (Required)
• 1-3 Years Dining Room management experience (Preferred)
• SERV Safe Certification (Preferred)
• Completion of the Highlands Hearthstone Ambassador training within 30 days of employment (Required)

Work Authorization/Security Clearances:

• Medical Screening
• Criminal History Clearance
• FBI Fingerprint Clearance (Only required if you have not lived in PA for the last 2 years)
• Immigration and naturalization (I-9) Clearance
• Valid Pennsylvania Driver's License and acceptable MVR (if operating company vehicle)

Physical Requirements and Physical Demands:

• While performing duties of this job, the employee is regularly required to talk and hear. Visual acuity must be adequate to perform job duties, including reading information from printed sources and computer screens.
• The position is continuously required to stand and walk.
• This position frequently requires sitting, climbing, bending, crouching, squatting, crawling, kneeling, balancing, pushing/pulling, pulling with force, reaching above head, reaching above shoulder, lifting from floor level up, lifting from waist level up, lifting above shoulders/head, lifting 25 lbs., and occasionally lift and/or carrying objects weighing up to 50 lbs.

Safety Hazards and Physical Environment:

• May be exposed to blood borne pathogens - Low Risk
• May be exposed to communicable diseases
• May be exposed to extreme conditions, (i.e. heat or cold)
• May be exposed to high noise levels
• May be exposed to moving mechanical parts
• May be exposed to potential electrical shock
• May be exposed to toxic, caustic, chemicals, and / or detergents
• May be exposed to rare occasions during which it is necessary to interact with a resident exhibiting aggressive behavior.