Front of House Supervisor: Guest Experience Leader

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 to stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.

The Cafe Supervisor is responsible for assisting the management team with the day-to-day operations of the Cafe, ensuring Guest satisfaction, while supporting all Departments, including the Line, Prep, Dish, Receiving, Inside Expo, Outside Expo, Bar, Servers, Hosts, Bussers, Retail and Sales/Banquets. The Cafe Supervisor communicates with the Managers on a daily basis, reviews the daily functions and events, validates the execution of Hard Rock recipes, validates the execution of steps of service and ensures ticket times are adhered to, while coaching the overall delivery of an amplified experience in order to create Raving Fans of our Guests.

• Continuously provides Employees with verbal recognition, direction and support.
• Communicates with Employees to keep them informed of Cafe, 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.
• Mentors new Employees by presenting them with information about their job and the company.
• Trains and empowers Employees to exercise good judgment to make decisions regarding service, food quality and Guest satisfaction by adhering to company training standards.
• Ensures Employees follow safety, sanitation and security procedures.
• Listens to comments, criticisms, and feedback from Guests, Employees and other Managers to gain an understanding of areas of strength and opportunity to improve personal/Cafe/Retail performance.
• Greets Employees as they begin their shift to promote an atmosphere.
• Communicates with Managers to ensure that departmental opening, swing, closing and cleaning duties were completed up-to-standard.
• Performs Employees’ tasks such as preparing Menu items, bussing tables and serving food to help Employees and ensure the quality of the Guest experience.
• Prepares Cafe and Employees for shift and ensures the place is ready to open according to standards.

• Performs 100% table visits to ensure guest satisfaction.
• Greets all guests and models the use of 10-5-First and Last.
• Resolves guest complaints with MOD.
• Listens to guests requests and needs and communicates to the Management team.
• Understands SMG, Mystery Shop and Review Pro and uses analytics to improve the guest experience.
• Observes Employees’ while they work to ensure adherence to policy and positive guest experience.
• Performs Employees’ tasks such as helping in the Rock Shop, preparing menu items, bussing tables, running drinks and serving food to ensure the quality of the guest experience.

• Builds business/market share by thinking of new ways to promote Company and new programs that will bring in business, and by participating in local events to increase sales and profits.
• Inspects product levels and storage areas to determine if enough product is on hand and to maintain proper storage, rotation, freshness of product and sanitation conditions.
• Monitors sales (F&B, Alcohol and Retail) by the hour and reports information to team.

• Monitors food, beverage and labor costs using established methods to meet goals, reports findings to Manager.
• Observes food prep by watching Employees’ portion, cook, and heat items to ensure correctness of recipe, temperature and quality.
• Inspects, tastes and touches food to ensure freshness, proper temperature, and recipe adherence during Line Checks.
• Validates all Comps and Discounts through inspection via table visit (only Managers are allowed to complete a Comp).
• Expedites food preparation by checking lead times and monitoring ticket times to ensure that food is prepared and served timely.

• Proficiency communicating (speaking, reading, and writing) in English, bilingual preferred.
• Proficiency in relevant technology (POS, KDS, FreshTxt/Open Table, etc.).
• Proficiency in and can demonstrate Menu/Beverage/Retail knowledge.
• Food/Alcohol Certifications up to date.
• High school diploma or equivalency required.
• Minimum of 1-2 year hospitality industry experience preferred.