What are the responsibilities and job description for the Outlet Ambassador - Japanese Speaking Preferred position at Highgate?
Overview
The Outlet Ambassador – Japanese Language is expected to provide timely, courteous service with guest satisfaction to all Wonder Club guests as the primary goal. Also responsible for setting up their stations including opening, running, and closing side work. He / she must have an indepth knowledge of the specialty wine, and food options within the Wonder Club. This includes assisting guests with the wine cruvinet system as well as servicing the Wonder Bar, Wonder Lounge, and Wonder Pool. The Outlet Ambassador is responsible for the general maintenance and cleaniness including clearing tables and providing exceptional customer service to all Wonder Club guests. As needed the Outlet Ambassador may also assist Wonder Club guests with general folio inquiries and support.
Responsibilities
Employees must at all times be attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
Maintain the cleanliness of all areas of Wonder Club including furniture, and service areas in an organized manner.
Replenish all towels and take special care of Wonder Pool guests.
Assist in opening and closing side work as assigned.
Complete opening / closing checklist according to standards.
Responsible for the promotion & execution of Japan package specials and upsells.
Process credit card charges as necessary
Fully comprehend and be able to operate all relevant aspects of the POS & PMS program.
Follow all cash handling policies, and prepare closing report for night audit.
Clear and clean tables when guests leave, return glasses to be washed.
Full knowledge of state liquor laws.
Assist guests with service requests when needed.
Ensure overall guest satisfaction.
Perform other duties as requested by management.
Offer translation assistance as requested by management.
Qualifications
High school diploma or equivalent and / or experience in a hotel or a related field preferred
Must be of legal age to serve alcoholic beverages, according to local state laws
A min. of 2 years of high volume cocktail or full restaurant service experience
Must obtain a Liquor Comission Card prior to first day of training
Flexible and long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and / or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to stand during entire shift.
Must take a proficiency test for speaking, reading, and writing native Japanese language
Must be able to speak, read, and write at the native Japanese level
Must be able to effectively communicate, both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Have a good foundation on fromage and current cheese offerings.
Attend all hotel required meetings and trainings.
Maintain a friendly and warm demeanor at all times.
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