Ticket Office Manager - Casino jobs in Scranton, PA

Description

Job Summary:

The Beverage Manager operates exciting beverage environments, which attract and retain Resort guests while contributing to the operational success of the Food and Beverage Department.  All duties are to be performed within the guidelines of the Mount Airy Casino Resort’s policies and procedures, Internal Control Standards, PA state liquor laws and objectives, and meet the criteria of a AAA Four-Diamond resort.

Qualifications

Essential Functions and Responsibilities:

1. Ensure that all beverage products served meet the established specifications and standards.
2. Communicate variances from the established standards to the Director of Food and Beverage.
3. Ensure that the proper levels of service are provided based on forecasted need.
4. Complete the required daily financial tools and reports.
5. Work with Finance to ensure that all revenue is captured and reported in an accurate and relevant manner.
6. Execute and audit beverage inventory and cost control systems and procedures.
7. Prepare all necessary paperwork, order the supplies and equipment needed for an efficient customer oriented operation.
8. Analyze and evaluate beverage department profit and loss statements and make recommendations as to alternate courses of action.
9. With the Director of Food & Beverage, direct the Purchasing Agent in matters pertaining to the purchase of beverages.
10. Solicit guest feedback by direct interaction.
11. Act immediately on any guest complaint to ensure that corrections are made and that 100% Satisfaction Guarantee invocations are made.
12. Maintain a neat, clean, organized, safe and comfortable work environment for employees and guests.
13. Ensure that all service equipment is handled safely and with reasonable care, reporting mechanical problems to the proper department for repair.
14. Ensure that corporate, property and departmental goals are identified and achieved and that positive results are maintained.
15. Monitor budget to ensure that the department runs efficiently in order to achieve established fiscal and performance service delivery.
16. Conduct service education programs, reinforce and lead personnel in the proper performance of their duties.
17. Manage and supervise all beverage servers on all shifts.
18. Oversee personnel to assure expedient, courteous service to all guests.
19. Develop and implement schedules providing service as required by casino customer activity.
20. Oversee effective recruitment, hiring, training, recognition, coaching, terminations and other personnel related issues.
21. Ensure proper staffing levels in order to provide a high degree of service with minimum labor hours.
22. Communicate regularly with employees and keep them informed on all casino activities and events.
23. Perform payroll duties including submitting timecards/sheets to the Payroll Department in a timely manner and maintaining accurate and up to date attendance records and personnel files.
24. Evaluate employee performance and provide feedback.
25. Monitor budget to ensure that the department runs efficiently in order to achieve established fiscal and performance service delivery.
26. Ensure that staff behavior and appearance are in compliance with established standards.
27. Ensure that all subordinate employees abide by all internal controls, policies, and procedures during all shifts and that the Beverage Department is operated efficiently to ensure overall customer satisfaction for a steady and continuous relationship.
28. Provide exceptional customer service to all patrons and communicate in a pleasant, friendly, and professional manner at all times.  Maintain a professional work environment.
29. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
30. Attend all necessary training meetings.
31. Assist in other projects as directed.
32. Duties, responsibilities, requirements and expectations, pertaining to this job are subject to change as needed.  Hours are determined by 24-hour schedule.

Qualifications/Requirements:

To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must demonstrate leadership, fairness and sensibility to the customers and employees.
• Must possess ability to instill a sense of pride and personal responsibility in subordinate employees.

Education/Experience:

1. Must be a minimum of 18 years of age or older upon employment.
2. High School diploma or equivalent is required.
3. Previous customer service experience preferred.
4. 6 years in the field of food and beverage.
5. Minimum of 5 years of management experience.
6. Must be able to evaluate statistical reports and other business reports.
7. Knowledge of all phases of beverage administration, cost control, and familiarity of all beverage services is required.
8. Excellent interpersonal, customer service, communication, coaching, team building and problem solving.

Language Skills and Reasoning Ability:

1. Ability to write routine correspondence and to speak effectively to the public, employees and customers.
2. Must possess excellent communication skills.
3. Must have the ability to deal effectively and interact well with the customers and employees.
4. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

Physical Requirements and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderately loud.  When on the casino floor, the noise levels increase to loud.  Must be able to work in an environment where smoking is permitted.

• Must be able to stand, walk, and move through all areas of the casino.
• Maintain physical stamina and proper mental attitude to work under pressure in a fast-faced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Other:

• Must be able to obtain and maintain a Non-Gaming license as required by the Pennsylvania Gaming Control Board.
• Communication skills are utilized a significant amount of time when interacting with the other cooks, wait staff or supervisors.
• Reading and writing abilities are utilized often when preparing meals from a recipe, when assisting in the scheduling of the kitchen staff, or when monitoring inventory.
• Mathematical skills, including basic math, percentages, quantities, and variances are used frequently. 
• Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government agency.
• May be required to work nights, weekends, and/or holidays.

ADA Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described are representative of those an employee encounters while performing the essentials functions of this job.  Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Must be able to stand, walk and move through all property areas.  Must be able to stand or sit for long periods.
• Maintain physical stamina and proper mental state of mind to work under pressure in a fast paced environment and effectively deal with guests, management, employees and members of the business community.
• Adequate manual dexterity, including hand and wrist movement to operate office equipment and perform light lifting.

Benefits:

• 401(k)
• Health Insurance 

The Mount Airy Casino Resort is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation.

Note:  This job description is not intended to be all-inclusive.  Employee may perform other related duties as negotiated to meet the ongoing need of the organization.  

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