Guest Experience Supervisor

Who We Are:

NEXDINE Hospitality’s family of brands provides dining, hospitality, fitness center and facility management services to businesses, independent schools, higher education, senior living, and hospitals nationwide. We put our people first to deliver finely tailored, expertly managed programs. The NEXDINE Experience is responsive, transparent, and authentic. Learn more at www.NEXDINE.com.

Job Details

Position: Guest Experience Supervisor

Location: Overland Park, KS

Schedule: Flexible

Hours: Full Time

Hourly Pay Rate: $23.00-$25.00/hr

Pay Frequency: Weekly – Direct Deposit

What We Offer You:

• Generous Compensation & Benefits Package
• Health, Dental & Vision Insurance
• Company-Paid Life Insurance
• 401(k) Savings Plan
• Paid Time Off: Vacation, Holiday, Sick Time
• Employee Assistance Program (EAP)
• Career Growth Opportunities
• Employee Perks & Rewards

Job Summary:

The Guest Experience Supervisor reports to the General Manager or Chef and is responsible for the oversight, delivery and execution of the Guest Experience. The Guest Experience Supervisor is responsible for assisting in managing staff or other tasks as assigned, providing exemplary customer service, overseeing the final presentation of food and service ensuring client satisfaction.

Essential Functions Operations

• Oversee daily dining and guest services to ensure resident, guest, and client satisfaction.
• Monitor dining rooms, service areas, and workstations to ensure they are clean, organized, properly stocked, and ready for service.
• Inspect supplies, equipment, and work areas to ensure compliance with established safety, sanitation, and operational standards.
• Report equipment concerns promptly and assist with coordinating necessary repairs or replacement requests.
• Maintain an accurate working schedule at least two weeks in advance, with a goal of posting schedules three weeks in advance.
• Review staffing needs and assist with scheduling team members to ensure appropriate coverage and the timely delivery of services.
• Provide hands-on coverage in dining and service areas as needed to support operational needs, including covering staffing gaps, assisting during meal periods, and supporting opening or closing responsibilities.
• Remain flexible and willing to assist in other assigned areas or shifts when necessary to maintain safe, efficient, and uninterrupted operations.
• Communicate schedule updates, staffing concerns, call-offs, and coverage needs to the Guest Experience Manager and/or Director of the Health Center.
• Assist with ordering food, beverages, supplies, and other materials needed for efficient daily operations, as assigned.
• Follow established receiving and quality-control procedures for all food, beverages, supplies, and equipment deliveries.
• Assist with maintaining professional relationships with approved vendors, when assigned.
• Ensure team members follow company standards for food safety, sanitation, proper food-handling practices, uniforms, attendance, productivity, and customer service.
• Maintain professionalism in the workplace at all times and serve as a positive example for team members through respectful communication, accountability, dependability, appropriate conduct, and adherence to company policies and standards.
• Promote a positive and respectful work environment by addressing concerns appropriately, supporting teamwork, and demonstrating leadership during daily operations.
• Assist with the planning, coordination, setup, service, and breakdown of special events and catering functions.
• Ensure seating arrangements, decorations, food displays, service stations, and dining areas meet established event and client standards.
• Supervise team members during special events and ensure assigned responsibilities are completed properly and on time.
• Meet with residents, guests, clients, and department leaders, when assigned, to review service needs and event requirements.
• Assist with food production, plating, meal service, and other operational duties when necessary to support the needs of the department.
• Monitor the final presentation of food, beverages, dining areas, and service to ensure quality and consistency.
• Respond promptly and professionally to residents, guest, family, and client concerns and communicate unresolved issues to the appropriate manager.

Financial

• Follow established labor budgets, purchasing guidelines, and cost-control procedures as directed by the Guest Experience Manager, Director of the Health Center, General Manager, or Chef.
• Assist with monitoring labor, food, beverage, supply, and other operating expenses to support the responsible use of departmental resources.
• Track food and supply usage, waste, shortages, and other operational costs as assigned.
• Assist with inventory counts, product rotation, stock levels, and the identification of missing or low-stock items.
• Help control costs by monitoring portion sizes, proper storage, product rotation, and the appropriate use of food, beverages, and supplies.
• Maintain accurate records and complete required financial, inventory, production, or operational documentation.
• Promptly report unusual expenses, inventory discrepancies, excessive waste, supply shortages, or cost concerns to the Guest Experience Manager and/or Director of the Health Center.

People

• Lead, supervise, and support servers, utility workers, cooks, and other assigned team members during daily operations.
• Provide clear directions and assign responsibilities to ensure all service and operational duties are completed accurately and on time.
• Train and coach team members on customer service, resident preferences, dining standards, food safety, sanitation, proper procedures, and workplace expectations.
• Serve as a professional role model by demonstrating respectful communication, dependability, accountability, teamwork, and a positive attitude.
• Promote a professional, respectful, and inclusive workplace where team members are expected to work together and support the needs of the operation.
• Monitor employee performance and provide timely coaching, recognition, redirection, and follow-up when expectations are not met.
• Address employee concerns professionally and communicate performance, attendance, conduct, or operational concerns to the Guest Experience Manager and/or Director of the Health Center.
• Assist with onboarding and training new employees and ensure they understand their assigned duties, service standards, and department procedures.
• Provide excellent customer service by remaining attentive, approachable, responsive, and respectful when interacting with residents, families, guests, clients, and team members.
• Encourage teamwork and help resolve workplace concerns in a fair, professional, and confidential manner.
• Recognize strong performance and encourage continued employee growth and development.
• Perform additional duties and responsibilities assigned to support the department and the needs of the operation.

Skills/Aptitude

• Leadership
• Team oriented
• Communication proficiency
• Customer/client focus
• Ability to work under pressure.
• Scheduling

Supervisory Responsibility

• This position may supervise employees of the unit.

Work Environment

This job operates in a kitchen environment whereby employees may be exposed to and/or required to operate equipment, including but not limited to, an oven, stove, dishwasher, slicer, coffee machine, steamer, mixer and chef’s knives. The employee is frequently exposed to heat, steam, fire and noise. This job will also include operating in an office environment. This role routinely uses standard office equipment such as computers, phones, televisions, photocopiers, filing cabinets and fax machines.

Physical Demands

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 employee may be required to sit, reach, bend, kneel, stoop, climb, and push, pull & lift items weighing 40 pounds or less. Employee may be required to stand for long periods of time. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures.

Required Education and Experience 

• High school diploma or equivalent
• 1 - 3 years’ experience in similar position
• Specialized training in catering

Preferred Education and Experience

• Culinary school certificate or degree
• Microsoft Office Suite Required Eligibility Qualifications
• ServSafe Certification
• Choke Safety Certification
• Allergen Awareness Certification