AGE REQUIREMENT: 21 years or older

Position Summary

Responsible for waiting on all food and beverage guests, accurately recording, submitting, and delivering food and beverage orders while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and guest.

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

• Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.
• Greets guests with a pleasant demeanor and ensuring guests are informed of all menu and beverage selections.
• Obtains food and drink orders from guests and gives to kitchen personnel and/or bartender for preparation.
• Periodically returns and/or observes tables to ascertain guest’s needs.
• Upsells with meal suggestions and dessert recommendations.
• Responsible for knowing menu items, ingredient information, and pricing to ensure proper ordering and expediting of food and beverage orders.
• Informs immediate supervisor of any food, beverage, or service problems that might arise.
• Presents check for payment when all guests’ needs have been taken care of and before the guest requests the check.
• Practices and observes safety and sanitation rules and regulations and encourages others to do the same.
• Promotes and ensures an open and welcoming atmosphere that promotes skill enhancement.
• Greets internal and external guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Gives basic instruction and information on all promotions and special events, as requested.
• Maintains and ensures the server and cocktail server stations are clean and orderly.
• Informs management and Resort and Casino Security of service issues requiring their immediate attention such, but is not limited to, intoxicated guests and guests under the age of 21 requesting drink services.
• If assigned that station; take orders for the Table Games and Poker guests and fill them.
• Monitors, Observes, and interacts with guest to assure no guest is over-served alcoholic beverages.
• Abides by all state, federal and liquor regulations pertaining to serving alcoholic beverages; minors intoxicated guests, etc.
• Accurately take orders and enter correctly into POS terminals.
• Occasionally performs other duties as assigned.
• Must be able to train staff in all server procedures.
• Maintains all service standards as defined by the company and the Server position.

Accountability and Supervision

• None

Education and Experience

• High School Diploma and/or General Educational Degree (GED) equivalent, preferred.
• Six (6) months server experience in a high volume casino and/or hospitality setting experience, preferred.
• Six (6) months prior cash handling experience, required.
• Working knowledge of OSHA; Alcohol awareness programs.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain Gaming License issued through POIGRA.
• Must be able to successfully pass a pre-employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.
• New Mexico State Alcoholic Beverage Service Certification. Required.
• Must acquire POIGRA Alcohol Server License, required.

Knowledge, Skills, and Abilities

• Ability to handle cash.
• Must have essential experience operating POS (Point of Sale) systems.
• Must be able to take direction and feedback well.
• Must be able to accurately and successfully perform several tasks and meet deadlines under high levels of stress and with minimal supervision.
• Must possess strong organizational and time management skills while paying close attention to details such as number and measurements.
• Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact.
• Must be able to perform basic mathematics.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must be able to work a flexible and varying schedule to include evenings, weekends, and holidays.
• Must possess working knowledge of and be able to adhere to all OSHA and HACCP standards and regulations.
• Must possess a general working knowledge of food and wine service presentations and customary rules of etiquette.
• Must have a basic understanding of food allergies and understand the importance of communication that information to the kitchen.
• POS and Cash Handling

Physical Demands and Work Environment.  

• Must be able to bend, stoop, reach, crouch, kneel, push, pull, and maneuver in small confided areas.
• Must be able to lift, move, and place 50 pounds with assistance.
• Must be able to stand and walk for extended periods of time.

Working Conditions:

Smoke filled environment, exposure to various lights and sounds. May, on occasion be required to work outdoors. Occasionally may deal with angry or hostile individuals. Must be on call at all times. May work holidays, weekends, and different shifts.

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.

Isleta Resort and Casino is in compliance with the Americans with Disabilities Act (ADA). Reasonable accommodations will be made to enable individuals with disabilities to perform essential job junctions.

Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order:

1. Enrolled Pueblo of Isleta Tribal Member;
2. Enrolled pueblo of Isleta Descendants; and
3. Registered Native American from a federally recognized tribe.