ATTENDANT - VIP ROOM

The incumbent in this position is responsible for providing superior service to both the internal and external customer. The incumbent is also responsible for providing superior beverage service to Hard Rock Casino Bristol guests and cocktail servers while providing excellent guest relations.

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)

Amplified Service

• Creates an atmosphere that induces guests to make Hard Rock Casino Bristol 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.

• Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
• Communicate in a polite and gracious tone as well as maintain the appropriate pace when speaking to guests.
• Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests’ service needs and offer service based of anticipated needs.
• Engage guests in conversation regarding their stay, property services, and area attractions.
• Show a genuine sense of interest and concern for the guests experience.

Bartending & Serving

• Takes customer drink orders. 
• Properly greet each guest and provide outstanding customer service offering drink and food specials.
• Totals bills, presents check, collects settlement, and processes payment.

• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
• Understand and explain food offerings in detail and have complete understanding of ingredients so to alert guests of allergies.
• Properly serve food and beverage to guest throughout the lounge.
• Set-up/Replenish side station napkins, glassware and other supplies.
• Keeps tables and work areas clean and orderly by removing glassware and/or items no longer in use.
• Complete open and closing side duties during the shift.
• Move and arrange tables, chairs, and settings and organize seating for groups with special needs with minimal amount of disturbance to other guests.
• Process all guest orders thru the POS terminal noting beverage modifiers for guest special requests.
• Protecting basic information from guest such as name, room numbers and credit card information
• Be thoroughly familiar with all menu cocktails and spirit/wine/beer lists in order to assist guests and answer questions accurately.
• Prepare cocktails according to recipes, using correct tools and glassware.
• Memorize ingredients and recipes for all Hard Rock brand specialty cocktails and prepare accordingly.
• Develop new cocktail recipes when directed by management, utilizing mixology skills to combine unique flavor profiles and presentation methods.
• Greet guests and help them select food and beverages by presenting the menus, offering cocktails and entrees, 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 casual dining setting.
• Maintain bar top and bar table guests by removing dirty dishes, replenishing utensils as needed, refilling beverages, and being alert to any guest needs.
• Process payments according to POS and cash handling procedures.
• Perform last call.
• Maintain bank variance within standard.
• Ensure all checks are closed out.
• Maintain bar inventory to determined par levels and communicate ordering needs to management staff.
• Maintain positive and professional communication with all staff.
• Communicate effectively and professionally with the culinary team to maximize guest satisfaction.

• Adheres to food and beverage policies and State Liquor Laws. 
• Keeps station clean at all times. 
• Promotes positive customer relations. 
• Responsible for the receipt of monies and settlement of guest’s checks. 
• Other departmental related duties and assignments as directed by management.

Support Staff

• Participate in all elements of service including duties that are the primary responsibility of support positions, including but not limited to running food from expo to table, pre-bussing, clearing tables, resetting tables, pouring water, running beverages.
• Describes briefly each dish as it is served to the table, stating the name of the dish and 2 notable ingredients.  Answers any additional questions that the guest may have.
• Receives clean china, silverware and glassware from dishwashers to polish and stock.
• Quickly delivers food from the kitchen to guests as instructed by management and chefs.
• Assists with other duties at special events or parties and assisting where necessary to include but not limited to carving, cooking, setup and or teardown stations or work areas or other duties as assigned.

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 hospitality service for at least 2 years.
• Must have at least 1 year of high volume bartending experience.
• Must have and be able to demonstrate extensive beer, liquor, and wine knowledge.
• Must demonstrate knowledge concerning the history and composition of common ingredients, spirits, beer, and wines.
• Must have and be able to demonstrate spirit differentiation and drink preparation techniques.
• Excellent customer service skills, which must include a positive, friendly, and outgoing attitude.

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

• Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check.
• Must have valid Food Handlers Card, Liquor License.
• Must successfully pass drug screening.
• Must be at least twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job.  The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by the Department Head.  The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes.