Server

Description

The server is responsible for offering our guests the highest levels of service and product knowledge. The server must have an in-depth knowledge of all food and beverages offered by the hotel and adhere to the service sequence as outlined in the Biltmore standards of operation procedures (BSOP’s). The server must be enthusiastic about the position and maintain a positive attitude toward both guests and other staff members.

Responsibilities

• Provide the highest levels of professionalism and enthusiasm to guests and co-workers.
• Complete knowledge of use and care of Point of Sale and timekeeping systems.
• Complete all assigned opening and closing tasks pertinent to the server position.
• Aid co-workers in the performance of their responsibilities when necessary.
• Maintain the highest levels of sanitation and safety in the workplace.
• Know the location and requisitioning of all necessary products and supplies.
• Be familiar with bar and dining area seating charts.
• Be familiar with all menu item preparations and presentations.
• Understand and adhere to proper ID procedures.
• Adhere to service standards as outlined in BSOP’s.
• Daily reconciliation of sales and credit information.
• Declaration of earned gratuities in accordance with current governmental requirements.
• Immediately notify a manager in the event of a problem or the perception of a problem.

Requirements

• Education: High School Diploma is required.
• Experience: Minimum two years’ experience in a high volume restaurant is required.
• Skills: Must be able to speak, read, write and understand the English language; compute accurate mathematical calculations; provide legible communication and directions; prioritize and organize; think clearly, remain calm and resolve 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; be 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 their work; resourceful, makes things happen and looks for ways to work more efficiently.
• 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: Demonstrates a high level of personal integrity, honesty and trust; excellent records of attendance and punctuality; reliable and demonstrates the ability to work without supervision.
• Time Management: Uses their time effectively and efficiently; values time, concentrates their 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 they disagree.

Licenses or Certifications

Must complete Safe Serve Alcohol Vending Course.

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.