Customer Service Representative

6 days ago

Ardmore, Oklahoma, United States Highgate Full time

Job Summary

The Customer Service Representative, also known as the Food and Beverage Server, is a key member of the Highgate team. This role is responsible for providing exceptional service to guests in a fast-paced and dynamic environment.

Key Responsibilities

  • Be familiar with the organization of the restaurant, lounges, and room service, and know the function of each job position.
  • Have a thorough knowledge of menus and current specials in applicable outlets.
  • Service guests with all food and beverage requirements in an attentive, courteous, and efficient manner.
  • Pre-bus all tables, removing soiled dishes after each course.
  • Be familiar with the operation of the system.
  • Perform cashiering functions by closing checks and preparing end-of-shift paperwork.
  • Perform opening and closing procedures and side-work duties according to station rotation assignment and established checklist.
  • Ensure that tables and side stands are kept stocked, tidy, and clean.
  • Keep all beverages at least 3/4 full (coffee, tea, soda, water, and lemonade).
  • Break down trays of soiled dishes and linen in the dishroom according to established standards.
  • Consistently upsell food, beverage, and promotional items to guests.
  • Receive and deliver food and beverage orders and collect payment.
  • Ensure overall guest satisfaction.

Requirements

  • High School diploma or equivalent and/or experience in a hotel or a related field preferred.
  • Flexible and long hours sometimes required.
  • Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
  • Ability to stand during entire shift.
  • Must be able to maneuver throughout the dining area while carrying full trays of food & beverages.
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Perform other duties as requested by management.
  • Maintain a friendly and warm demeanor at all times.

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