F&B FOH Trainer

Position Summary: The Front of House (FOH) Trainer is responsible for developing and delivering comprehensive training programs for all FOH staff, including restaurant managers, supervisors, servers, hosts, cashiers, attendants, food runners, bartenders, porters, bussers and all banquet team members. This role ensures that all management and team members are equipped with the necessary skills and knowledge to provide exceptional customer service, uphold company standards, and contribute to a positive dining experience for guests. The Food & Beverage FOH Trainer is responsible for the proper onboarding of all FOH team members in Food and Beverage to deliver AAA Four Diamond level service. They will also assist the restaurant leadership team in training team members to provide elevated service levels throughout the property. The candidate must also have knowledge of beer, wine, spirits, food and all related processes for delivering that exceptional level of service to our guests. This role requires effective leadership skills, creativity, attention to detail, and a passion for delivering an exceptional dining experience. About Us: At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings: Love : Love your brothers and sisters and share with them. Truth : Be true in everything you do. Be true to yourself and to your fellow Humans. Respect : You must give respect if you expect respect. Respect everyone, all persons, and all the things created. Bravery : To do what is right, even in the most difficult of times. Honesty : Be honest in every action and provide good feelings in your heart. Wisdom : We cherish knowledge; wisdom is used for the good of the people. Humility : Know that you are equal to everyone else, no better, no less. In this Role: Training Development and Delivery: Design and implement training programs for new hires and existing staff, covering areas such as customer service, menu knowledge, POS and Hosting software, administrative software and company policies. Conduct hands-on training sessions, workshops, and ongoing refresher courses to ensure consistent application of service standards. Provide ongoing training to ensure the F&B Managers deliver exceptional guest experiences. Ensure that the team teaches and trains the proper steps of service ensuring consistency in delivery. Utilize a variety of training methods, including in-person sessions, e-learning modules, and practical demonstrations. Ensure that all Team Members are knowledgeable of and adhere to all Gun Lake Casino’s Standards, policies, and procedure for the department. Must be ServSafe Trainer and Proctor certified and be able to maintain certification throughout the duration of employment. Must be TIPs trainer certified and be able to maintain certification throughout the duration of employment. Standard Operating Procedures: Develop, update, and maintain FOH standard operating procedures (SOPs) to ensure consistency and efficiency in service delivery. Communicate SOPs effectively to all FOH staff and monitor compliance. Identify areas for improvement in service procedures and recommend changes to enhance guest experience. Ensure the integration of the Seven Grandfather Teachings and AAA 4 Diamond service standards are incorporated in all aspects of training and coaching according to Gun Lake Casinos’ core values and standards. Performance Monitoring and Feedback: Observe and evaluate staff performance during training and regular service to identify strengths and areas for improvement. Work along with restaurant management to provide constructive feedback and coaching to staff to help them improve their skills and performance. Ensure compliance with Serve-Safe food safety and sanitation regulations, maintaining a clean and organized environment. Track and document training progress and performance metrics for all FOH employees utilizing F&B departmental audit forms, NPS scores and Secret Shop scores. Guest Service Excellence: Instill a culture of exceptional customer service by leading by example and reinforcing best practices. Address and resolve customer service issues promptly, using them as teaching moments for the staff. Ensure that all FOH staff are knowledgeable about the 7 steps of service, menu, daily specials, and promotions to effectively communicate with guests. Collaborate with culinary team to understand guest preferences, receive feedback, and adjust to enhance the overall dining experience. Stay updated on industry trends and best practices in restaurant operations and training. Team Collaboration: Work closely with the restaurant management, kitchen and sanitation staff, and other departments to ensure a seamless guest experience. Participate in regular meetings with management to discuss training needs, staff performance, and operational improvements. Foster a positive and collaborative work environment, encouraging teamwork and mutual support among staff. Administrative Duties: Maintain accurate training records, schedules, and reports. Work closely with the FOH leadership team to help recruiting and retention efforts across all positions in F&B. Responsible for the onboarding of all new team members to ensure compliance of online training requirements and completion of all new team member paperwork. Must be able to track and ensure proper follow up of all training to ensure compliance. All other duties as assigned. Essential Qualifications: Must be 21 or older. High School Diploma or GED required. An Associate Degree in Hospitality, Restaurants or related field is preferred. Relevant experience in lieu of a degree will be considered. At least four (4) years in a FOH management role within the restaurant industry preferred. At least two (2) years of experience in a training role within the restaurant industry required. Relevant experience with training and systems in lieu of experience will be considered. Previous experience in a AAA Four Diamond casino or resort environment with a focus on guest service and hospitality management preferred. Understanding of various food, wine, spirits and beverage knowledge with some culinary background or experience preferred. Ability to speak, write and communicate in English required. Demonstrated ability to communicate effectively with Guests, Team Members, and Management in both written and verbal form. Demonstrates a high proficiency in written business and verbal communications to effectively present training materials. Must demonstrate sound judgment and maturity in his or her decision-making ability, even when dealing with difficult situations. Must possess and demonstrate strong leadership skills and ability that will enhance and exemplify Gun Lake Casino’s “Unsurpassed” Service Standards. Must hold/maintain instructor-level certifications with food handling safety (ServSafe) and safe alcohol service techniques (TIPS). Must be able to show proficiency with various systems (ADP/payroll management, Infogenesis POS management, Word, Excel, etc.). Availability and willingness to work extended hours including nights, weekends, and holidays as business requires. Must be able to obtain a gaming license through Gun Lake Tribal Gaming Commission. Demonstrated ability to work independently with minimal direction. Conduct group and individual training regarding policies and procedures on an ongoing basis. Set daily, weekly and monthly goals and opportunities and lead the unit to achieve the desired result. Communicate consistently with all staff, keeping them abreast of all department activities. Physical Requirements: Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols. Ability to read, write and input data into the computer. Ability to climb, bend, reach, walk, and stand for the duration of the shift. Manual dexterity to operate job-related equipment. Must be capable of lifting 50lbs with or without assistance. Requires normal sense of smell, taste, touch, and hearing. Ability to sit and work on a computer for long periods of time. Work Conditions: Work is typically in an area which may be unusually hot, cold and/or noisy and may contain second-hand smoke. Work may be performed in small area with a 3 ft. wide access. Tasks performed from a sitting or non-sitting position. Performance of job duties will require standing, walking, lifting, reaching, pushing, pulling, and grasping. These tasks include the maintenance and care of assigned area. Work may entail trained chemical usage. Constant contact with fellow Team Members and Guest. Disclaimer and Conditions of Employment: The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug test. Indian Preference: The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies. Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.