S4020 THE MARKET AT THE MOUNTAIN MANAGER bei IOTMG Resort and Casino

Position Title: Market at the Mountain Manager

Reports To:  Director of Food & Beverage

Supervises:  Supervisors, Cashiers, Bussers, Baristas, Cooks and Bartenders

Summary of Position

The Market at the Mountain Manager is responsible for the overall leadership, strategic direction, and operational excellence of the Market on the Mountain outlet. This role ensures optimal efficiency, profitability, and guest satisfaction through effective team management, service quality, and adherence to brand standards. The Manager oversees staffing, training, scheduling, inventory, financial performance, and compliance with health and safety regulations.

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

• Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.

• Communication

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.

• Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

1. Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:

• Develops and implements operational strategies to enhance guest experience and revenue.
• Leads and mentors supervisory staff to ensure consistent execution of service standards.
• Collaborates with the Director of Food & Beverage on budget planning, forecasting, and performance goals.
• Oversees daily operations including staffing, scheduling, and shift execution.
• Ensures cleanliness, safety, and readiness of all dining and kitchen areas.
• Monitors food quality, presentation, and compliance with sanitation standards.
• Recruits, trains, and evaluates team members; fosters a culture of accountability and excellence.
• Conducts performance reviews and provides coaching and development opportunities.
• Promotes teamwork and resolves conflicts constructively.
• Ensures exceptional guest service and handles escalated guest concerns with professionalism.
• Implements service recovery strategies and tracks guest feedback for improvement.
• Manages inventory levels and purchasing requisitions to maintain par stock.
• Oversees cashier operations, revenue reporting, and shift bank closures.
• Analyzes financial reports and identifies opportunities for cost control and revenue growth.
• Ensures adherence to IMGR&C policies, regulatory requirements, and tribal preferences.
• Maintains appearance and professionalism standards for all team members.
• Upholds safety protocols and ensures equipment is maintained in good repair.
• Demonstrated commitment to researching and implementing new technologies, including artificial intelligence, to enhance the operations of The Market.
• Other duties as assigned.

1. Supervisory Responsibilities

• Directly supervises all restaurant team members including supervisors, cashiers, bussers, baristas, Bartenders and Cooks.
• Carries out supervisory responsibilities in accordance with IMGR&C policies and procedures.
• Responsibilities include interviewing and hiring team members. Planning, assigning, and directing work; conducting performance evaluations; recognizing and discipline team members; and resolving conflicts.
• Ensure team members are trained and supported to meet performance and service standards.

1. Education and/or Experience Requirements

      Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• High school diploma or GED required; college degree in Hospitality or Business preferred.
• Minimum 2 years of supervisory or managerial experience in food & beverage operations.
• Strong leadership, organizational, and communication skills.
• Proficient in Microsoft Office Suite and POS systems.

1. Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

1. Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.