This position is the front-line guest service for the Restaurant. This position is responsible for greeting guests, seating guests, and ensuring that a server is assigned to their table. Performs all functions in accordance with applicable federal/state/local laws. As well as gaming regulation, as pursuant to the (NIGC) Minimum Internal Control Standards (MICS), State Gaming Compact and all Policy and Procedure, Tribal Internal Controls Standards (TICS), as it pertains to the gaming operations, the mission and objectives of the Otoe-Missouria Tribe and the Otoe-Missouria Development Authority. (OMDA).
The following is a list of the main duties and responsibilities. However, other duties will be assigned as deemed necessary by reporting department management and will be addressed per department job descriptions and Policies and Procedures. This position is responsible for ensuring the operational viability and profitability of the Restaurant through the coordinated/cooperative efforts of all co-workers and the F&B Management.
DEPARTMENT OPERATIONS
Ensure the operational effectiveness of the restaurant through the restaurant team. (Operational Effectiveness): meaning the capability to deliver superior service and quality products in a consistent manner to both customers and staff.
Serve as a role model to staff and management by performing duties professionally, interacting with customers, managers, staff, and community with integrity while maintaining a positive working environment that encourages cooperation and respect for all.
Help in maintaining a workplace that is comfortable, clean, and fun. Understanding safety of its staff and customers along with the security of the casino’s assets.
Helps ensure the smooth delivery of products to the guests as it pertains to staff and customers.
Seeks help/advice from the restaurant manager as needed.
Strives to improve the overall operation of the restaurant and the customer experience by quick, professional interaction and delivery of products.
Interacts with customers daily to ensure 100% customer satisfaction as pertains to the restaurant cashier’s operation.
Leads by example, follows direction, and ensures all aspects of the operation are met and delivered.
Always mindful of ways to save/generate revenue for the casino, especially pertaining to the restaurant operations.
Holds him/herself accountable above all normalcies for the good of the department.
Knows his/her weaknesses and seeks help/advice in those areas.
Accepts full responsibility for all failures and fixes said failures ASAP.
Knows and follows all casino policies and procedures.
Attends all meetings that are required.
Follows all city, county, state, federal & tribal laws.
Understands that it takes a TEAM to accomplish our goals, vision, and objectives.
Assisting all staff and leading by example as the customer satisfaction process continues always preaching “100% Customer Satisfaction”.
Provides self as necessary to all staff and management.
Under all circumstances, reaches towards calmness, tact, and creativity to ensure the continued confidence of the public and staff.
Provide fast, friendly, professional, and responsive customer service to casino guests & staff.
Able to multi-task: able to greet and seat multiple guests at one time.
Must be able to control the flow of the restaurant cash point and the balance of the guests flow to the staff.
Must be accurate in taking payments from the guests and maintain all documents required by casino and our accounting firm. (Comp slips etc.)
Needs to be informative on all daily promotions and departmental comps in place for each day.
Must always utilize a counter fit pen when receiving currency of $ 20.00 and above.
Must maintain a perfect balance no cash shorts or long for each shift.
Knows and promotes current casino events and programs and is able to asset guest with questions.
Uses the 10/5 rule: ten feet-make eye contact and smile, five feet-greet and speak to the customer.
Any other duties as needed and/or assigned.
CASINO OPERATIONS
Greet guest and team members eagerly upon arrival to the casino/hotel, maintain a proactive guest service approach at all times.
Be able to assist with guest questions by being knowledgeable regarding promotions, events, specials, areas, and locations of casino.
Maintaining attendance to ensure Casino and Guest has necessary coverage to provide efficient guest service standards.
REGULATORY COMPLIANCE
Performs all duties in accordance with company team member handbook, objectives of the Otoe Missouria Tribe, internal policies, procedures, and controls, as well as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, OM TICS, the Bank Secrecy Act.
Maintains the Departmental log(s) noting any unusual occurrences, incidents, equipment failures, safety issues, disputes, etc.
ORGANIZATIONAL GROWTH/DEVELOPMENT
Judgment/Decision Making
Under the direction of department management forms opinions and makes decisions based on information and the identification of available facts. Makes decisions or draws conclusions using available data and from experience. Avoid situations that could be deemed illegal or represent a safety hazard to fellow team members or guests.
Communications
Makes effort to keep informed of company information and communications by reviewing property bulletin boards, departmental log/shift reports, departmental/company emails, signage, and company newsletter.
QUALIFICATIONS
Prior customer service in a fast-paced environment preferred. Must have excellent customer service/communication skills. Must maintain a neat and professional appearance and always uphold the company appearance standards. Must maintain good posture and poise throughout your shift. Previous bartending experience.
EDUCATION and/or EXPERIENCE
High School Diploma (or equivalent). At least (6) months’ experience in restaurant preferred.
KNOWLEDGE, SKILLS & ABILITIES:
Must be punctual and dependable in reporting to work as scheduled and completing assigned tasks.
Read, write, and speak the English language. Read professional publications, memos, emails, logs, newsletters, and documents.
Basic knowledge of Micros POS systems and good interpersonal skills and knowledge of computers, basic understanding of bar equipment.
Must be able to perform basic math/cash handling without the use of electronics.
Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Problem Sensitivity -- The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Inductive Reasoning -- The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among unrelated events).
Selective Attention -- The ability to concentrate on a task over a period without being distracted.
Protect the Company’s value by keeping information confidential.
Perform assigned tasks under supervision. Follow written and verbal instructions.
Establish and maintain positive relationships with other Team Members. Work well alone or within a team.
Present facts and recommendations in oral and written form. Prepare written reports and correspondence to management as required.
Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities.
Must be willing and able to work days, nights, weekends, and holidays.
EMPLOYMENT AUTHORIZATION, WORK CARDS
Must be able to provide the following cards or work authorization documents: All documents required to show the incumbent is eligible to work in the United States. Required to pass a drug test and obtain and maintain a gaming license to work in a casino from the Otoe Missouria Gaming Commission. It is the responsibility of the Team Member to always have all appropriate document(s) current and valid.
Otoe Missouria Gaming Permit (if applicable)
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of these jobs. While performing the duties of the job, the Team Member is regularly required to talk or listen. The Team Member is also regularly required to stand, walk, and use hands to finger, handle or feel objects, tools, or controls. The Team Member is also regularly required to reach with hands and arms, and to sit, climb or balance and stoop, bend, kneel, crouch or crawl. The Team Member may be exposed to heat and cold and all-weather conditions depending on department area. The Team Member must be able to lift at least 20 lbs. and push, pull or drag up to 50 lbs. Team Member must be able to stand for extended periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. The Team Member is occasionally exposed to fumes or airborne particulates, including second-hand environmental smoke. The Team Member is regularly exposed to extreme heat and cold and all-weather conditions. The noise level in the work environment is mostly moderate and occasionally loud. The Team Member may rarely be exposed to the risks associated in attempting to resolve issues with irate or difficult people. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This Company promotes a drug-free work environment.
PUBLIC RELATIONS
Important attributes of any team member of OMDA - 7 CLANS CASINOS, along with the official performance of duties, are personal appearances and public relations. Each Team Member is expected to make every effort to be well informed about the institution, pleasant, courteous, and cooperative, and to act in a manner to command respect of co-workers and all other personnel. An optimistic attitude, patience, and tolerance will help each Team Member in all situations at the institution.
DISCLAMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to entry level positions. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
