Overview

The incumbent in this position is responsible for providing prompt and courteous service to all lounge guests, including taking orders, suggestive selling, serving food and beverages, and clearing tables. This position is instrumental in creating an environment and executing service that blows our guests away. The Lounge Servers must continually seek opportunities to create memories by anticipating needs, exceeding expectations, and building relationships.

Responsibilities

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Creates an atmosphere that induces guests to make Hard Rock Casino Northern Indiana their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
• Totals bills, presents check, collects settlements, and processes payment.
• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
• Complete all opening and closing duties.
• Be thoroughly familiar with all menu items, including ingredients and food allergens, and wine list in order to assist guests and answer questions accurately.
• Be thoroughly familiar with all menu cocktails and wine list in order to assist guests and answer questions accurately.
• Be thoroughly familiar with the VIP knife engraving program.
• Ensure lounge/bar area is clean and in order at all times, including bar, tables, chairs, floors, walls, ceilings, lighting, temperature, music, memorabilia, and décor.
• Stock paper/plastic supplies.
• Cut and stock garnishes.
• Ensure sequence of service is followed for all guests, including proper plate presentation and course delivery
• Greet guests and help them select food and beverages by presenting the menus, offering cocktails, suggesting courses, explaining chef’s specialties, identifying appropriate wines for pairing, and answering food preparation questions.
• Serve food and beverages, ensuring timeliness, completeness, and accuracy.
• Serve meals to patrons according to established rules or etiquette, working in a formal setting.
• Server beverages, including coffee, tea, cocktails, and wine.
• Properly open and serve wine tableside when appropriate.
• Accommodate guests’ special requests whenever possible.
• Maintain table setting by removing courses as completed, replenish utensils, refilling water glasses, and being alert to any guests needs.
• Assist bussers in the setting of tables with clean dishes, glasses and flatware in accordance with approved guest service procedures for fine dining.
• Process payments according to POS and cash handling procedures.
• Perform last call.
• Maintain bank variance within standard.
• Ensure all checks are closed out.
• Polish and set up china, glassware, silverware, and service items. Stock clean linen and discard used linen.
• Set up and empty trash and recycling.
• Set up and stock condiments.
• Clean and stock side stations.
• Set up, maintain, and break down beverage stations.
• Maintain floors by picking up debris and spot sweeping with small broom and dustpan.
• Follow all food safety, sanitation, and alcohol service laws and regulations.
• Maintain positive and professional communication with all staff.
• Communicate effectively and professionally with the culinary team to maximize guest satisfaction.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Resolve guest complaints using property procedures.
• Create a positive environment in which all employees have the ability to maximize their potential.
• Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
• Participate in Sound Check meetings on each shift.
• Always smile and offer a warm greeting to all.
• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
• Take initiative to offer assistance throughout the property.
• Operate ethically to protect the Hard Rock brand.
• Utilize programs designed to help Save the Planet.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
• Perform additional duties as requested by department managers and supervisors.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
• Coordinate operations with other departments, as needed.
• Present a professional image to employees, guests, clients, owners, and investors.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Maintain confidentiality of guest, employee, and company information.

NON-ESSENTIAL FUNCTIONS:

• Attend seminars when needed.

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

• Secondary school degree preferred and/or previous work experience in service for at least 2 years.
• Must have 2 years of fine-dining or elevated lounge environement service experience.
• Must have and be able to demonstrate extensive beer, liqour, and wine knowledge.
• Sell cigars and provides cigar service.
• Ability to work as part of a team in a high-volume environment.
• Excellent customer service skills.
• Have interpersonal skills to deal effectively with all business contacts.
• Professional appearance and demeanor.
• Knowledge of Player's Club marketing.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• Must obtain and maintain valid licenses / certifications per Federal, State and ERGC Gaming regulations.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be at least twenty-one (21) years of age.
• Understanding of lifestyle hotels and premium dining products and services.
• Must be able to work holidays and weekends, as well as flexible shifts.

KNOWLEDGE OF:

• Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
• Ability to read, comprehend, and write simple instructions, short correspondence and memos.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

ABILITY TO:

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to regularly move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.