Room Service Servers will deliver truly a level of great service to create memorable experience for our guests. Servers must work well as a team, maintain confidentiality and adhere to company policies and gaming regulations. Servers provide food and beverage service to guests in accordance with Room Service standards/specifications.

Essential Duties and Responsibilities Include:

• Provides fast, friendly, professional and responsive customer service to room service guests, room service staff and culinary production team.
• Maintains current and accurate information regarding menu (i.e., pronunciation, preparation techniques, seasonings, ingredients and plate presentation). Suggests items to guests based on expressed guest preference. Up-sells appetizers, beverages, desserts in accordance with room service standards.
• Correctly enters food and beverage orders into the POS system to ensure accurate preparation of product.
• Delivers prepared food to the appropriate guest within specified delivery times after completed production of order.
• Calls back room guests within 8 minutes of order delivery to ascertain guest level of satisfaction.
• Resolves service issues according to service standards.
• Itemizes, totals, and presents check for payment to correct customers.
• Thanks customers, invites them to use room service again, and wishes them a great day/evening.
• Assists with bussing, cleaning and setting tables/trays.
• Follows the 10/5 rule with internal and external guests while on the floor.
• Wipes counter areas, sinks and bus stations, carts and trays as necessary to maintain a clean and safe work station.
• Maintains cleanliness of designated areas as directed in accordance with established health and safety standards.
• Deep cleans room service equipment (carts, trays, soda and juice dispensers, coffee machines), as scheduled, or required.
• Operates and maintains equipment as required in accordance with established guidelines and safety procedures.
• Completes assigned side work as directed.
• Provides personalized service and uses guests’ names and preferences.
• Calls for support when order level is greater than present staff can accommodate.
• Recognizes Diamond & Emerald players and ensures they receive the appropriate service.
• Knows and promotes current casino events and programs and can give guests directions to all casino areas.
• Stocks all food, beverage, paper goods, condiments and other supplies as necessary to maintain par levels and ensure speedy delivery of orders.
• Follows all alcoholic service standards and procedures as established by the property including checking identification of guests, refusing to serve intoxicated guests, etc.
• Maintains delivery/call log to track all aspects of orders to include delivery, pick up, timing, server who delivered order, picked up order, etc. Keeps log sheets on file and reviews as necessary for investigations, reports, documentation.
• Submits work orders for any damage noted on/about property that they encounter and calls in any unsafe/hazardous conditions in a timely manner while also notifying food & beverage management personnel.
• Oversees/delivers amenities as requested and ensures timely delivery, pick up and tracking documentation.
• Prepares/oversees preparation and delivery of time orders to ensure prompt/timely delivery as specified by guests.
• Provides phone support during cashier breaks and is familiar and uses all outlined verbiage/terminology as specified in room service specifications.
• Answers incoming calls within three rings using established phone protocol and etiquette.
• Always uses suggestive selling to build average check and repeats order back to guest to ensure accurate orders.
• Always uses guest name at least twice during every call, uses a “smiling” voice at all times and quotes a delivery time on all room service orders.
• Inspects all outgoing amenities/meal orders to ensure accuracy and completeness.
• Conducts routine floor inspections to ensure all pick ups are complete and guest areas/hallways are clean and maintained.
• Reports any suspicious persons or activity to loss prevention and management in a timely manner.
• Attends all training, department and property meetings, functions and events as scheduled/required.
• Assists with all training aspects with new room service staff to ensure proper service. Conducts mock orders to rooms with new servers to monitor training.
• This position is not limited to those duties listed in the job description. Duties and responsibilities can be changed, expanded, reduced or deleted to meet business needs of the company.
• Provides support to various food and beverage operations/outlets as requested/scheduled to meet the needs of the division.