Restaurant Host/Hostess - Apache Casino Hotel

Job Description

Position: Host/Hostess

Department: Food and Beverage

Reports to: Restaurant Manager

FLSA Status: Non-Exempt, Hourly

Overview

Our Host or Hostess is outgoing and friendly, providing exceptional guest service as the first point of contact at the 360 Restaurant entrance, coordinates reservations, and assists in seating and menu presentation.

Minimum Qualifications

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  High school diploma or GED certificate preferred

  
  


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  No prior experience required, but previous hospitality experience preferred

  
  


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  Outgoing and friendly

  
  


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  Ability to speak, read and write English to greet guests, comprehend requests, read menus, instructions and other materials

  
  

Essential Functions

• Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of providing exceptional service at all times.

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  Maintain consistent attention to the restaurant entrance, welcoming all guests with a smile and appropriate greeting following the Eye, Hi, Goodbye customer service standards.

  
  


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  Prepare seating assignment and sections before each meal period, considering special requests of guests and preferred needs of regular guests. Seats in rotation in a fair and consistent manner to all servers on shift.

  
  


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  Communicate with the wait staff and other restaurant team members to ensure guests' experiences meet or exceed property standards.

  
  


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  Record and maintain customer reservations and bookings while providing the highest quality of service to the guests at all times.

  
  


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  Handle guest requests and resolve complaints within reason, or refer to Shift Manager if needed.

  
  


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  Set tables with appropriate silverware, glass, and China; maintain a clean and neat work station during service, ensuring noise level and distractions in all areas are kept to a minimum.

  
  


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  Answer the 360 Restaurant and room service calls in accordance with company standards.

  
  


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  Maintain detailed knowledge of menu items, including daily specials and promotional items.

  
  


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  Seat guests and present the menu and any special seats according to department standards.

  
  


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  Oversee room service deliveries, to-go orders, and servicing of all food and beverages.

  
  


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  Perform the tasks of the cashier and/or bus person as required, including cashing out guest's checks to speed up service.

  
  


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  Understand and follow cash handling policies and procedures and maintain proper security of cash at all times.

  
  


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  Patrol assigned stations, refilling water and coffee, removing service items and condiments per establishment procedures.

  
  


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  Perform other duties in a team effort during downtime which may include rolling silverware, expediting food orders, washing dishes, preparing food for the to-go areas and properly cleaning and filling salt and pepper, sugar, napkins, and other condiments.

  
  


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  Perform other duties as assigned, including mentoring and cross-training.

  
  

Due to the cyclical nature of the hospitality/casino industry, team members may be required to work varying schedules in order to meet the business needs of Apache Casino Hotel - days, evenings, graveyards, holidays and/or weekends. We are busiest during weekends and holidays, events and peak seasons as they occur. There is a reasonable expectation you will be scheduled on duty and/or 'on-call' during any of these times.

Core Competencies

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  Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state and local regulations

  
  


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  Maintain a neat, clean and well-groomed appearance (specific standards may apply departmentally based on uniform requirements). Where uniforms are required, they must be clean and pressed at the beginning of each shift

  
  

• Understand and comply with the Eye, Hi, Goodbye program


• Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details


• Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members

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  Ability to maintain a calm demeanor during stressful situations

  
  

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  Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs

  
  

• Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise


• Maintain high standards despite pressing deadlines; reinforce excellence as a fundamental priority


• Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly


• Ability to adapt behavior to others' styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce, developing rapport with others and recognizing their concerns and feelings to build and maintain long-term associations based on trust


• Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members


• Ability to operate various types of equipment used in your department, for example point of sale systems, player tracking systems, personal computers, printer/copier/facsimile machine, and telephone

Physical Demands and Work Environment

The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential job functions.

While performing job duties the team member may occasionally be required to sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The team member may be required to stand for prolonged periods, walk, climb or balance, and stoop, kneel, crouch, or crawl. The team member may occasionally lift up to lift and/or carry, or otherwise transport up to 50 pounds through a crowded room, and push, pull or move up to 150 pounds hand cart/truck. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The team member will be exposed to various foods and chemicals as well as latex. While performing job duties the team member is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The noise level in the work environment varies from light to moderate, and there are fluctuations in lighting due to flashing lights from slot machines and band lighting.

At a minimum, the selected candidate will be required to pass a background check and drug-screening test. Following hire the team member will be required to obtain a local food handler permit, and may be required to obtain an Oklahoma ABLE license.