DUTIES & RESPONSIBILITIES

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Complete appropriate safety training and certifications to perform work tasks.
• Maintain awareness of undesirable persons on property premises.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures

• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Collaborate with management to formally recognize hourly employees' performance contributions.
• Ensure staff is working together as a team to ensure optimum service to guests.
• Communicate with guests, other employees, or departments to ensure guest needs are met.
• Inspect grooming and attire of staff and rectify any deficiencies.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and brand standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Identify and recommend new ideas, technologies, or processes to increase revenue, organizational efficiency, productivity, quality, safety, and/or cost-savings.

Physical Tasks

• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Stand, sit, or walk for an extended period of time or for an entire work shift.

General Food and Beverage Services

• Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• Follow all finance procedures during shift
• Assist your and other departments when needed to ensure optimum service to guests.
• Document any and all guest and employee incidents/accidents for management follow up.
• Inspect storage areas for food safety and organization, use of FIFO, and cleanliness and rectify any deficiencies.
• Notify management of maintenance repairs issues.
• Complete work orders for maintenance repairs and submit to Engineering or contact Engineering directly for urgent repairs.
• Follow property key policies, including checking out and returning keys to appropriate departments.
• Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
• Monitor dining and banquet rooms for seating availability, service, safety, and well-being of guests.
• Communicate information to manager/supervisor by documenting pertinent information in appropriate department logbook.

Opening

• Complete opening duties including setting up necessary supplies and tools, including bank, and ensuring work area is clean and everything is in working order.

Greeting and Seating

• Thank every guest upon departure, invite them to return, and wish them a fond farewell.

Closing

• Complete closing duties, including finance closing, storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily shift & cleaning checklists.

CRITICAL COMPETENCIES

Analytical Skills

• Problem Solving
• Learning
• Decision-Making
• Computer Skills

Interpersonal Skills

• Team Work
• Interpersonal Skills
• Customer Service Orientation

Communications

• Communication
• Listening
• English Language Proficiency
• Telephone Etiquette Skills

Personal Attributes

• Dependability
• Presentation
• Integrity
• Stress Tolerance
• Initiative
• Adaptability/Flexibility
• Safety Orientation

Organization

• Multi-Tasking
• Detail Orientation
• Time Management
• Planning and Organizing

Assists Management

• Resolving Conflict
• Delegating and Directing
• Team Building
• Coaching and Developing

Other

• Performs other duties as assigned to meet the business need