Gourmet Lounge Server - Oscar'S

POSITION SUMMARY:

It is the primary responsibility of the Lounge Server to provide excellent guest service. The Oscar’s Lounge Server will provide positive experiences through informative interactions, quality service and suggestive selling of food, beer, wine, spirits and specialty cocktails. All duties are to be performed in accordance with departmental and property policies, practices, and procedures.   

ESSENTIAL FUNCTIONS:

• Greet guests and take their beverage orders
• Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Resolve guest complaints, ensuring guest satisfaction
• Maintain complete knowledge of all liquor brands, beers and non-alcoholic selections available on the casino floor
• Maintain complete knowledge of designated glassware and garnishes for each drink
• Maintain complete knowledge of all cocktail recipes and proper glassware and garnishes
• Bid farewell to guests, using guest’s name when known, and encourage them to return
• Anticipate the guests’ needs and respond appropriately with a sense of urgency
• Communicate positively with managers, coworkers and guests in order to fulfill and address any issues or needs requested by guests or other employees
• Ensures all customers have proper I.D. and are over 21 years of age
• Follows alcohol awareness procedures for preventing intoxication and deals with intoxicated guests; has a complete understanding of all applicable laws and regulations concerning service of alcoholic beverages (as dictated by the Beverage Department)
• Completes assigned side work and performs other duties as instructed by the Manager
• Maintains a clean work environment and adheres to all SNHD and Plaza health and safety standards, policies and procedures
• Offers food and beverage suggestions to guests
• Follows proper department procedures for handling comps, room charges, credit cards, officer’s checks and coupons
• Assumes responsibility for guest checks, cash register procedures, and completion of daily sales reconciliation report
• Performs related work as requested
• Polish glassware, stock Lounge Server supplies to par levels, etc.
• Interacts and entertains guests in a cordial and gracious manner, thereby creating a memorable experience and building guest loyalty. Serves as Goodwill Ambassador, using finesse and good judgment
• Maintains quality services standards with all guests by creating a friendly, relaxed atmosphere while visiting the guests’ table 
• Maintains a constant awareness of safety and accident prevention and immediately notifies the Supervisor if an accident does occur. Informs Supervisor of any irregularities, guest complaints or other disputes, which cannot be readily resolved
• Assists with the training of new employees as requested
• Maintains all assigned wardrobe/costumes in accordance with established standards
• Excellent communication and organizational skills
• Strong interpersonal in working with high-profile clients and problem solving abilities.
• Highly responsible & reliable
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Perform all other job related duties as requested

RESPONSIBLE ALCOHOL MANAGEMENT:

• Recognize and acknowledge when Guests are becoming intoxicated and/or are intoxicated
• Monitor potentially intoxicated and/or disruptive Guests and promptly bring to a Manager’s attention
• Refuse further service of alcohol to intoxicated Guests in a courteous and safety-minded manner
• Responsible for accurately checking Guest identification
• Comply with all safety and health department procedures as well as Company and/or departmental policies/procedures
• Comply with all state and federal liquor laws 

QUALIFICATIONS:

Required Qualifications:

• Six months of previous experience as a Cocktail and/or Food Server in a similar environment
• Ability to maintain complete knowledge of and comply with all departmental policies, service procedures, and standards
• Ability to take initiative and exhibit flexibility
• Ability to maintain complete knowledge of and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving
• Working knowledge of the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list
• Excellent customer service skills
• Have interpersonal skills to deal effectively with all business contacts
• Professional appearance and demeanor
• Work varied shifts, including weekends and holidays
• Able to effectively communicate in English, in both written and oral forms

Preferred Qualifications:

• High school diploma or equivalent
• Previous experience working in a similar resort setting
• At least 1 year of previous Food and Beverage experience in a high-pace environment with cocktail serving experience
• Previous experience in large and heavy tray handling
• Ability to take initiative and exhibit flexibility
• A highly motivated and energetic personality

Licenses & Certifications:

• Alcohol Awareness Card
• Food Handler’s Card
• Union Referral

WORK SCHEDULE/HOURS:

• Varies

PHYSICAL REQUIREMENTS:

• Must have the physical ability to access all areas of the facility; move, lift, carry, push, pull, and place objects; withstand prolonged standing, stretching, bending, kneeling, lifting, and carrying items weighing at least 50 lbs. without restriction.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Physical stamina and proper mental attitude to work under pressure; work indoors and outdoors, as well as being exposed to hot/cold surfaces, steam, and wet floors.
• Most work tasks are performed indoors; however, there are events where outdoor activities are required. Indoor temperatures are moderate and controlled by internal environmental systems.
• Must be able to work in a fast-paced, busy, and noisy environment.

DISCLAIMER:

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties and responsibilities may be modified at any time to meet business needs.

Plaza Hotel & Casino is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination and harassment. Employment decisions are made without regard to any characteristic protected by applicable federal, state, or local law.

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Nothing in this job description creates a contract of employment, expressed or implied, or alters the at-will employment relationship.