Service Ambassador

JOB SUMMARY

The Service Ambassador is responsible for greeting and welcoming both our casino and non-casino guests. They provide information about the outlet's menu and promotion, take orders, deliver food and collect bills. This position is also expected to multi-tasks in front and back of the restaurant/bar and basically, deliver a 'Wow' experience in a fast paced environment.

RESPONSIBILITIES

Maintain complete knowledge of :

• All liquor brands, beers and non-alcoholic selections available in the outlet and others
• The particular characteristics and description of every wine/champagne by the glass and major wines on the wine list
• Designated glassware and garnishes for drinks
• All menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices
• Daily menu specials, 86'd items
• Dining room layout, table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range and dress code
• POS and manual system procedures
• Reservations, events, VIP's
• Scheduled in-house group activities, locations and times
• Correct maintenance and use of equipment
• All department policies / service procedures

Supplies and Equipment

• Check storage areas for proper supplies, organization, and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Check beverage stock and order shortages noted. Ensure stock is received, properly stored and kept secured.
• Complete work orders for maintenance repairs and submit them to the manager.

Sales and Payments

• Review sales for the previous day; resolve discrepancies with accounting. Track revenue against budget.
• Access all functions of the POS in accordance to specifications. Restock printer rolls as needed.
• Handle void checks in accordance with accounting procedures.
• Assist servers with expediting problem payments. Ensure all cashiering procedures are processed in compliance with accounting standards.
• Issue manual checks when the system is down and ensure accountability of such.
• Run system closing reports and ensure that all servers' checks are closed before they sign out.

Guest Experience

• Meet with the chef to review daily specials and 86'd items; update board throughout shift. Ensure that staff are aware of such.
• Inspect, plan and ensure that all materials, equipment and service carts are in complete readiness for service; rectify deficiencies with respective personnel.
• Monitor the preparation of station assignments, ensuring compliance to departmental standards.
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
• Inspect table set-ups; check for cleanliness, neatness and agreement to departmental standards; rectify deficiencies with respective personnel.
• Inspect all aspects of the outlet environment ensuring compliance with standards of cleanliness and order. Direct respective personnel to rectify deficiencies.
• Ensure that the host/reception stand is clean, organized and stocked with designated supplies.
• Ensure that a specified amount of menus and wine lists are available and in good condition for each meal period.
• Check the pick-up station and side stations, ensuring agreement to standards of cleanliness, supply of stock and organization
• Check the status of all orders and ensure that they are delivered within designated timelines.
• Monitor and ensure that all tables are cleared and reset according to department procedures.
• Monitor and maintain cleanliness and working conditions of departmental equipment, supplies, and work areas.
• Assist staff with their job functions to ensure optimum service to guests, including Bar service
• Anticipate guest's needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Promote positive guest relations at all times.
• Be familiar with all NWR features and local attractions/activities to respond accurately to any guest inquiry.
• Monitor and handle guest complaints by following the HEART procedures and ensuring guest satisfaction.
• Monitor guest reactions and confer frequently with service staff to ensure guest satisfaction.
• Answer outlet telephone within 3 rings, using correct salutations and telephone etiquette.
• Review the reservation book, pre-assign designated tables and follow up on all special requests.
• Anticipate heavy business times and organize procedures to handle extended waiting lines.
• Monitor and assist hostess/receptionist in greeting and escorting guests to their tables according to departmental procedures. Ensure that tables are set to best service the guests.
• Take, record and confirm outlet reservations/cancellations in accordance with departmental standards.

Administrative Requirements and Shift Endorsements

• Prepare weekly schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure all closing duties for staff are completed before staff sign out, including proper handover communications
• Document pertinent information in the department log book
• Complete all paperwork and closing duties in accordance with departmental standards
• Review status of assignments and any follow-up actions with the incoming supervisor.

Complaint Management

• Attend to customer complaints and apply H.E.A.R.T method :
• Hear: Listen to what the customer is saying, and do not interrupt
• Empathize: Put yourself in the customer's shoes and let them know you understand their situation
• Apologize
• Respond: Solve the problem. If it can't be solved right away, let them know that you are starting the process immediately. Set expectations. If it's something you need to look into, let them know when you will get back to them with an answer.
• Thank: Thank the customer for bringing the problem to your attention
• Inform Supervisor on the action taken to resolve the complaint

QUALIFICATIONS

• At least Senior High School graduate
• Preferably at least one (1) year service experience in any 5 star hotel / casino
• Experience in gaming or hospitality industry is an advantage
• Good English written and verbal communication skills (knowledge of other dialects and languages is a plus)
• Strong interpersonal skills
• Excellent customer service skills
• Must be able to deal with different types of individuals
• Able to build good working relationships and deal with different types of individual
• Works and communicates effectively with a team
• Positive and confident personality