H6410 WENDELL'S HOST

Key Responsibilities And Performance/Behaviors

• Explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understand where to find information needed to complete tasks to standard.
• Explain or demonstrate technical skills used to complete tasks to standard.
• Explain or demonstrate behavioral values or standards needed to complete tasks to standard.
• Take ownership of problems and solve them when solutions may not be available.
• Request help from others when needed to complete tasks or goals.
• Provide complete knowledge of IMGR&C products and services.
• Provide guests with directions or other venue information.
• Act upon all comments/complaints in a prompt, professional, and friendly manner.
• Respond to obstacles and find new ways to reach desired end results.
• Act and take charge in absence of guidance to respond to guest or internal customer needs.
• Respond to change by quickly applying talent and skills in a positive way to succeed.
• Support achievement of Quality Goals by doing things right the first time.
• Protect and preserve property of IMGR&C by keeping areas, equipment, and furnishings exceptionally neat, clean, and in good repair.
• Makes suggestions to improve performance.

Behavior

• Approach all activities with enthusiasm and encourage enthusiasm from others.
• Choose a positive approach in all situations.
• Respect individuality of others and continue to communicate to work together.
• Speak positively about guests, other team members, and our business in all situations on and off property.
• Treat others with respect in all situations.

Service

• Serve others.
• Identify and communicate guests' and others' needs.
• Take quick action to serve others in a way that meets/exceeds their needs.
• Identify ways to improve individual or team's service to others.
• Provide service outside job responsibilities if needed to help the resort succeed.
• Take ownership of guest problems until they are solved.
• Take ownership of guest problems until they are solved.

Professionalism

• Meet IMGR&C appearance standards.
• Support IMGR&C reputation and image in all situations, on and off property.
• Meet IMGR&C policy for attendance.
• Inform supervisor of future absences as far in advance as possible.
• Provide information others need to succeed, in time for them to use it.
• Share with next shift the information needed for them to succeed.
• Listen to others without interruption; act on their feedback when possible.
• Report all guest complaints and compliments to Supervisor or Manager.
• Report all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

Team Work

• Puts success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflicts between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Contributes ideas that support progress and success at shift, team, and departmental meetings.

Essential Duties and Responsibilities

• Greet and properly seat guests cordially and promptly according to floor plan.
• Present menu and daily specials.
• Answer telephone according to IMGR&C standards and take phone reservations, if applicable.
• Aid guests with needs such as information about the resort or town.
• Finalize guest ticket transaction.
• Maintain cleanliness of reception area, menus, and cashier desk.
• Aid Shift Supervisor as requested.
• Fill in as a server and/or busser when needed.
• Aid other departments when necessary.
• Adhere to all regulatory, departmental, and IMGR&C policies and procedures.
• Supervise as requested.

Education and/or Experience Requirements

• Meet IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm.
• Approach all activities with enthusiasm and encourage enthusiasm from others.
• Choose a positive approach in all situations.
• Treat others with respect in all situations.
• Work in collaboration with other Team Members to achieve event goals, exemplifies teamwork.
• High School diploma or GED or six months to one year job-related experience and/or training; or equivalent combination of education and experience may be substituted.
• Mescalero Tribal Preference.
• Bi-cultural experience preferred.

Physical Demands

• Stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Use hand-held communications devices.
• Lift and/or move up to 50 pounds.
• Stand for several hours.

Work Environment

• The noise level in the work environment is loud.
• The team member will be exposed to a second-hand smoke-filled environment.
• The team member may be exposed to biohazardous fluids such as blood and other body fluids.
• The team member may be exposed to hostile environments with guests.
• The team member may be subject to high stress environments.