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Job Description

Fun

Positive Attitude:

Consistent smile while on duty. Coming to work ready to have fun with guests and team members. Projects a positive demeanor while at work Adapts to any sudden changes to the floor plan in a positive manner



Energetic/Enthusiastic Attitude:

Consistently projecting upbeat attitude. Always ready to help our guest's and fellow team members. Communicates positively to all guests, team members and management. Maintains high energy during their shift Willingness to help where needed and take on a challenge with a positive attitude.

Friendly/Welcoming:

Greets all guests, team members with a smile and welcoming spirit, thanks the guest or team member and invites them back. Welcome arriving guests to Rivers Casino Thanks guests on departure Greets fellow team members with a smile.

Service

Inspired Service:

Having an Average Inspired Service scores for the year/time period to be scored over an 80% Please see inspired Service Guidelines

Proactive Service:

Being prepared for your shift, staying stocked and clean. Staying ahead and communicating what is needed to your fellow team members and supervisors. Anticipating the guest's needs, setting the next shift up for success. Ensures thorough communication between fellow bussers, greeters, servers, and managers. Assures that all guests are seated at clean and properly set up tables. Maintains garbage build up at side stations throughout their shift


Guest Focus:

Greeting guests as they enter the venue with a smile and a hello. Using guest's names by looking at their player's card and using it on all guest. Not holding other conversations when waiting on our guest's or team members. Remembering guest preferences in advance and having it ready for the guest. Doing anything above and beyond a guest request to accommodate them. Thanking all guest for choosing us and telling them good luck today. Ensures that tables are set correctly and properly cleaned for guest arrival. Offers assistance to all guests when necessary Ensures that all guests are treated in a prompt, professional and courteous manner. Provides excellent guest service Aware of special needs of guests such as those with walkers, scooters, canes, and wheelchairs.  
 

Integrity

Policy:

Follows all company policies and procedures as outlined in the Wheelhouse standard operating procedures Complies with all departmental rules, side work assignments, and departmental procedures.

Attendance:

Dependability- Reports to work on time and shows flexibility to work over time when needed. Shows flexibility for changing hours or days off and flexibility with assigned duties. Making sure to check your schedule daily. Understands that schedules are subject to change. Properly covers shifts that they cannot work by following the policies and procedures of a Switch Form or Pick up Form.

Productivity:

Reaching our sales goals by suggestive selling to each and every guest, while completing side work during down times. Does not slouch or lean during down time Sets up large parties once notified of their arrival Wipes down tables quickly and efficiently Restocks silverware and placemats Opens and closes the patio quickly and efficiently. Puts away the dry goods order in a neat and organized fashion.



Commitment:

Values our guests and fellow team members, constantly following 80/20 and 10/5 while always giving excellent service to our guest's and fellow team members Maintaining a steady pace throughout their shift Offers assistance to guests if necessary.


Respect

Pride in workplace:

Having the perfect uniform as described in the team member handbook, while cleaning as you go and doing side work without being asked. Works to ensure a clean and sanitary work area at all times. Upholds standards by setting examples for other team members (ie: Appearance, work ethic, etc...) Keeps Wheelhouse sightlines clear and tidy at all times.

Knowledge of Work:

Performs duties at a fast pace while being accurate. Comfortable with all aspects and the proper steps of service according to the standard operating procedures. Looks for ways to continually improve and seeks answers when unclear. Knows the soup of the day, daily entrée special and any other special we are running in the Wheelhouse for their shift so if a guests asks they can assist. Knows table numbers in the restaurant Changes Sanitizer every 2 hours Knowledge of server sections and what tables fall in those sections.

Open to Coaching:

Responds positively to coaching, accepts corrective feedback and makes every effort to constantly improve work performance. Maintains a positive attitude throughout shift after coaching.

Teamwork:

Help and support fellow team members without being asked, this includes FOH, BOH and other departments. Jumps in to help all team members when needed. Completes tasks to help the restaurant during down time (cleaning side stations, organizing dry storage, etc...)

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