Position Summary
The Server is responsible for offering guests the highest levels of cordiality and product knowledge, anticipating the guests needs and creating the overall luxury experience to reflect the hotel’s image, going above and beyond, interacting with guests and coworkers in a professional manner, and exceeding service by becoming amiable and hospitable. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).
Responsibilities
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of:
Daily house count, VIPs in-house.
Scheduled group activities and locations within resort.
All resort facilities and services.
Hours of operation of each outlet.
All equipment and services available for guests at the Pool.
All safety and sanitation regulations for Pool.
Bar and dining area seating charts.
Point of Sale and timekeeping systems.
All assigned opening tasks pertinent to the server position.
Complete familiarity with liquor and wine selection, pricing and preparation.
Complete familiarity with all menu item preparations and presentation.
Knowledge of and adherence to proper I.D procedures.
Daily reconciliation of sales and credit information.
Declaration of earned gratuities in accordance with current governmental requirements.
Check supply and equipment levels; report shortages to Supervisor.
Immediate notification of a manager in the event of a problem, or the perception of a problem.
Assist co-workers in the performance of their responsibilities when necessary.
Remove trash and debris from all work areas and Pool.
Knowledge of location and requisitioning of all necessary products and supplies.
Completion of all assigned closing tasks pertinent to the server position.
Greet guests; acknowledge guests.
Monitor all guest activity in assigned work area; be alert to any sign of trouble.
Ensure safety of guests and enforcement of pool rules precautions according to department standards.
Utilize first aid when situations demand such.
Report any unauthorized persons in the Pool areas to the supervisor.
Complete closing duties and paperwork.
Return all equipment and supplies to proper areas.
Clean designated equipment and sections.
Restock items for next shift.
Secure storage areas.
Follow maintenance program and cleaning schedule.
Document pertinent information in log book.
Document maintenance needs on work orders and submit to manager.
Assist Biltmore Bar Department as needed.
Qualifications
Experience and Education Required
Education
High School Diploma required
Experience
Minimum one year experience in a high volume restaurant is preferred.
Skills Required
Must be able to:
Speak, read, write and understand the English language.
Compute accurate mathematical calculations.
Provide legible communication and directions.
Perform job functions with attention to detail, speed and accuracy.
Prioritize and organize.
Think clearly, remaining calm and resolving problems using good judgment.
Follow directions thoroughly.
Understand guest’s service needs.
Work cohesively with co-workers as part of a team.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent resort data.
Use a computer keyboard and possess basic typing skills.
Possess moderate to advanced computer skills.
Work in a dynamic and constantly changing environment.
Adept to multitasking.
Physical Demands
Must be able to:
Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Use, carry, and operate all necessary office equipment using finger dexterity.
Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
Visually look at a computer for extended periods of time.
Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.
Success Criteria
Team Player
Demonstrates co-operation within the team and with other departments
Listens carefully and works well with others
Has a positive influence on others in the team and clearly enjoys working with people
Guest Focused
Anticipates guests’ needs and is sensitive to people from all cultures
Has a natural, warm smile and a friendly and passionate approach
Demonstrates confident, helpful and genuine behavior with internal and external guests
Delivers their Best
Has energy and sense of urgency for his/her work
Resourceful, makes things happen and looks for ways to work more efficiently
Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
Composed
Able to stay calm under pressure
Demonstrates maturity and ability to cope with the unexpected
Never lets personal feelings interfere with delivering the highest standards
Trustworthy and responsible
Excellent records of attendance and punctuality
Is reliable and demonstrates the ability to work without supervision
Demonstrates a high level of personal integrity, honesty and trust
Time Management
Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.
Listening
Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
Licenses or Certifications
Must complete Safe Serve Alcohol Vending Course.
Job Type: Part-time
To apply for this job please visit www.biltmorehotel.com.
