Job Description

WE’RE LOOKING FOR OUR NEXT MARKETPLACE CAPTAIN!

Grand Traverse Resort and Spa seeks to find a experienced Marketplace Captain to provide day-to-day supervision of our multi-purpose resort sundry store, coffee shop, and deli. As a Marketplace Captain, you will work in a hands-on supervisory capacity while ensuring staff is working toward the benefit of our guests and maintaining superior service to ensure 100% customer satisfaction. You will deliver quick responses, excellent follow-through, and outstanding customer service to guests, residents, members, and departments throughout the resort.

Our Marketplace Captain positions play a crucial role in fostering an environment of guest satisfaction through creating consistent, memorable, and exceptional experiences while supporting our team members. If you have experience in retail, food and beverage, or culinary operations with an emphasis on barista and deli operations, possess excellent supervisory and customer service skills, and align with our company core values, then you might be just the Marketplace Captain we are looking for.

GTRS Core Values:

INTEGRITY

TRUST & RESPECT

TEAMWORK, CAMARADERIE & FUN

QUALITY

ACT WITH PURPOSE

INNOVATION

WHAT YOU’LL BE DOING: DUTIES AND RESPONSIBILITIES

• Prepare weekly schedule within budgeted parameters
• Follow recipes and mix an assortment of coffee drinks
• Ensure par levels are maintained
• Foster an environment of guest satisfaction through creating consistent memorable and exceptional experience for our guests
• Create and implement, and achieve financial goals as established in the annual business plan
• Identify, analyze, and resolve any inefficiency in the operation
• Maintain exceptional communication with all Resort Departments
• Consistent communication, coaching, and counseling of all employees to ensure teamwork
• Follow all sanitation rules and regulations for Marketplace
• Daily, weekly, and monthly cleaning required
• Will be responsible for own cash bank, bank key and gift certificates
• Balance shift ending paperwork and daily cash drop
• Complete all assignments requested
• Maintain a high standard of sanitation and safety
• Keep waste and spoilage to a minimum by proper rotation, storage, and usage of all food items
• Must follow proper grooming and dress standards set forth by the Employee Handbook
• Maintain open line of communication with Director of Conference and Food Services and subordinates
• Maintain superior working relations with internal and external customers while providing a memorable experience
• Ensure personal accountability for all work duties, assignments, and performance expectations
• Lead by example by displaying a readiness to respond positively to instruction and procedures
• Provide and receive feedback in a positive manner, earning respect from others by consistently displaying a positive attitude and behaviors
• Adhere to uniform and personal appearance standards set forth by the Employee Handbook
• Exemplify and model GTRS Core Values
• Adhere to and ensure employee accountability for GTRS policies, procedures, and standards
• Must understand and abide by environmental practices of the resort
• Must work with pastry department and culinary department to create a unique food experience and features for guests
• Must create weekly and monthly beverage features

WHO YOU WILL NEED TO BE: REQUIREMENTS

• Experienced: You have a minimum of 2 years’ experience in a retail outlet, food and beverage department, and/or culinary department with an emphasis on a barista and deli operation
• Supervisory experience: You have a minimum of 2 years experience in a supervisory role
• Cash-handling savvy: You have prior cash register and cash handling experience
• Tech-savvy: You have basic computer knowledge; previous Micros POS experience a plus
• Detail-oriented: You have good math skills and attention to detail
• Communicator: You have excellent customer service and communication skills, both written and verbal
• Problem-solver: You can identify, analyze, and resolve inefficiencies in operations
• Organized: You possess effective time management skills when completing assigned tasks and can meet deadlines for projects
• Proactive: You’re motivated with a positive attitude and perform effectively under high pressure/volume
• Team player: You’re team-oriented with strong interpersonal skills and possess a strong, yet friendly personality
• Ability to pass a background investigation and drug screen as a condition of employment

In addition to being experienced, detail-oriented, and highly organized, a Marketplace Captain must be able to meet the following skill-based responsibilities to be a great match for this position:

• Must be able to enforce disciplinary actions with employees in a professional and timely manner
• Required to attend and schedule any meetings pertaining to the position
• Ensure all scheduling is completed weekly on time
• Complete any ordering, communication with guests, staff and management daily
• Communicate effectively with guests, staff and fellow management daily
• Provide and receive feedback in a positive manner, earning respect from others by consistently displaying a positive attitude and behaviors
• Ability to comprehend and follow directions
• Effectively handle stressful and difficult situations/interactions while remaining focused and professional
• Must have the ability to handle multiple difficult situations at once in a calm and organized fashion
• The highest level of consistency, service and professionalism is required on a daily basis

WHO WE ARE: WHAT TO EXPECT

• We value quality, safety, and exceptional guest experiences in all our resort operations
• We are committed to providing excellent service to our guests, residents, members, and employees
• We look for those who align with our core values of integrity, trust and respect, teamwork, quality, acting with purpose, and innovation
• We believe in maintaining the highest standards for our facilities and equipment
• We practice safety policies, procedures, and standards set by OSHA and MIOSHA

WHAT THE JOB WILL DEMAND: PHYSICAL & MENTAL DEMANDS/EXPECTATIONS

• Hourly role with flexible schedule; at times may need to be willing to adjust and work evenings, weekends, and occasional holidays
• Ability to stand for long periods of time
• The employee must occasionally lift and/or move up to 40lbs
• Ability to comprehend and follow directions
• Effectively handle stressful and difficult situations/interactions while remaining focused and professional
• Must be able to handle extremely high business levels in a fast-paced environment
• Must possess a strong, yet friendly personality in order to maintain a great working environment with fellow employees and guests
• Required to meet any deadlines given for any and all projects
• The highest level of consistency, service and professionalism is required on a daily basis
• Must have the ability to handle multiple difficult situations at once in a calm and organized fashion
• Ability to work productively under strict time restraints with variable deadlines; last-minute requests and changes will occur at any time
• Ability to maintain eye contact and engage with internal and external guests in a courteous and professional manner
• Ability to work in a fast-paced environment in a safe and productive manner
• The noise level in the work environment is usually moderate
• Employee parking proximity to resort entrance varies season to season due to business volume

WHAT WE WILL GIVE YOU

• A supportive work environment that recognizes the importance of teamwork, camaraderie, and fun
• Competitive Compensation
• Medical Insurance; portion company paid
• Dental and Vision Insurance; employee paid
• Optional Supplemental Insurance: Hospital, Accident, and Cancer/Critical Care
• Company provided Life Insurance and AD&D
• Optional Voluntary Life Insurance, Short-term/Long-term Disability for spouse and children
• Flexible Spending Accounts (dependent/medical care/limited purpose)
• 401(K)
• Paid Time Off
• Earned Sick Time
• Paid Bereavement, Parental Leave, Witness/Jury Duty Leave
• Paid Native American Cultural Leave
• Educational Assistance/Tuition Reimbursement
• Employee Appreciation and Recognition Program
• Discounted employee meals at the employee onsite cafe
• Resort discounts for golf, retail, spa, food & beverage, etc.

HOW TO APPLY, AND WHAT HAPPENS NEXT

If you are interested in joining our team, apply online at www.grandtraverseresort.com/careers/

The above statements are intended to describe the general nature and level of work performed by this position and is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills. Management retains the right to add or to change the duties of the position at any time.

Native American Preference will apply. Must be able to pass a background investigation and drug screen as a condition of employment. This job description is not intended to be all-inclusive. An employee will also perform other reasonable related job responsibilities as assigned by their supervisor and/or other management of the Resort to meet the current needs of the department or business.