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Customer Service Representative/ Enrollment Agent

Viejas Casino & Resort

Customer Service Representative/ Enrollment Agent

Alpine, CA
Full Time
Paid
  • Responsibilities

    Job Description:

    GENERAL SUMMARY

    The Food and Beverage Attendant will assist in providing accurate, friendly and professional food and beverage services in multiple venues and delivers food and beverage orders in a professional and efficient manner.

     

    CORE SCOPE OF POSITION

    • Product Knowledge

    o Maintains in-depth knowledge of menus and drinks, including ingredients, common allergies, and food/drink terminology.

    o Able to articulate in-depth type of food and drinks including flavors and ingredients.

    o Knows the casino floor plan, including machine and/or table layout in the assigned areas.

    • Food Standards and Compliance

    o Follows and complies with applicable governmental laws and regulations, company and departmental policies and standard operating procedures.

    o Practices safe work habits at all times to avoid injury to self and others, including the safe operation of all relevant equipment and machinery.

    o Ensures all health regulations are maintained to prevent food borne illnesses.

    o Ensures a clean, safe, and hazard free work environment is maintained.

    • Beverage Station Functions

    o Interacts with guests on the casino floor.

    o Listens to guest requests and makes recommendations on drink requests.

    o Prepares non-alcoholic drinks and serves them guests.

    o Keeps supplies stocked, fills ice bins as necessary, makes/empties coffee, maintains nozzles and wipes down/sweeps area.

    • Expediter/Busser Functions

    o Verifies the ticket with server's name and sets up server’s exact order(s) for pick-up by server.

    o Verifies the quality of food.

    o Occasionally, when requested, expedites order to appropriate area and places on jack stand/carts in the server's station with proper ticket.

    o Adds the appropriate garnishes to orders, such as au jus, guacamole, or sour cream.

    o Rotates inventory including breads, condiments, consumables and perishables.

    o Replenishes kitchen area with dishware and utensils from the dishwashing area.

    o Clears dirty dishes, cups, utensils, place mats, paper cups and glass wares in areas assigned.

    • Banquet Server Functions

    o Participates in the set-up and tear down of each function by referring to the banquet sheets as provided.

    o Removes all dishes, glassware and unused items from tables as necessary.

    o Distributes drinks and cocktails to guests.

    o Distributes food to guests or may direct and assists guests in the serving lines.

    o Cleans ash trays and busses tables when necessary.

    • Communication

    o May utilize a handheld electronic device to monitor service requests and ticket times.

    o May utilize a radio or blue tooth device to communicate with Food and Beverage personnel.

    o Effectively communicates and works closely with other FB Attendants, including Food and Beverage personnel, in order to deliver prompt and excellent service.

    • Other Duties

    o Uses point-of-sale (POS) tickets to prepare non-alcoholic and food orders to specifications.

    o Provides assistance with food preparation or other kitchen duties as needed.

    o Promotes and maintains positive public/employee relations at all times.

    o Attends all mandatory meetings as directed.

    o Performs all related and compatible duties as assigned.

     

    FOUR STAR & FOUR DIAMOND SERVICE COMMITTMENT

    All Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.

     

    INTERACTION

    • Interacts with internal and external guests.

     

    SUPERVISION

    • Does not provide supervision to others.

    Required Skills:

    KNOWLEDGE AND SKILLS

    • Excellent written, verbal and interpersonal communication skills.

    • Strong guest service skills and attention to detail.

    • Ability to deal with diverse personalities.

    • Ability to work in a fast paced, high activity environment.

    • Ability to multitask, self-starter, punctual and able to adjust to change.

    • Must be flexible to work different shifts, evenings, weekends, and holidays.

    Required Skills Required Experience

  • Qualifications
    • Strong technical aptitude that includes the ability to work across multiple enrollment capture equipment workstations (tablet vs computer set up)
    • Ability to learn and adapt quickly to new technologies/operating procedures, as well as new service offerings and evolving work environments
    • Ability to work in a fast paced, customer-facing environment while maintaining professionalism at all times
    • Ability to maintain a high level of productivity under minimal supervision
    • Highly motivated to assist customers with enrollment needs
    • Passionate about the IdentoGO environment and committed to presenting a high quality enrollment experience to every customer
    • Strong people and customer service skills-you're approachable, a good listener, and empathetic to your customers, with excellent verbal communication skills
    • Ability to problem solve and troubleshoot complex situations
    • Strong written communication skills, including ability to read and interpret emails, and provide logical written responses in a timely manner
    • Comfortable with performing basic administrative tasks
    • Committed to the highest level of ethics and integrity and providing customer privacy
    • Enthusiastic about learning the IdentoGo services and programs offered within the enrollment center and providing that knowledge to our customers
    • Committed to flexibility – work hours are based on business needs and may vary, including evening and weekend hours