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Customer Experience Specialist

2 months ago

Dumfries, Virginia, United States Colonial Downs + Rosie's Gaming Emporium Full time

Job Summary:

We are seeking a highly skilled Beverage Service Associate to join our team at Colonial Downs + Rosie's Gaming Emporium. As a key member of our hospitality team, you will be responsible for providing exceptional customer service and ensuring a memorable experience for our guests.

Key Responsibilities:

  • Provide next-level guest service to internal and external guests, demonstrating a commitment to our company's culture and values.
  • Responsible for creating and fostering an environment of support and motivation for Team Members, promoting a positive and inclusive work culture.
  • Resolve problems that are within the position's scope of authority and recommend courses of action to resolve problems that are beyond the scope of authority to the position's supervisor.
  • Maintain confidentiality of all privileged information in accordance with established procedures and company policy.
  • Take beverage orders from guests and relay orders to the bartender, ensuring accurate and timely service.
  • Maintain the cleanliness of guest areas, including removing empty glasses and bottles, and cleaning ashtrays.
  • Monitor guests' drink consumption to prevent over-serving and notify supervisory personnel if a guest appears intoxicated.
  • Restock service wells with supplies as needed and maintain proper setup and cleanliness of service stations.
  • Prepare coffee and soft drinks for drink orders and properly garnish drinks.
  • Keep the position supervisor informed of relevant activities and perform other duties as assigned.

Regulatory and Compliance Responsibilities:

  • Attend required training sessions offered by the Company and obtain and retain required licenses.
  • Perform duties in compliance with local laws and regulations, including those related to gaming and hospitality.
  • Take necessary steps to ensure minors are not allowed to gamble or loiter in gaming areas, drink alcoholic beverages, or purchase tobacco.
  • Have knowledge of the Company's programs to address problem gaming and report any acts of wrongdoing of which you may have knowledge.

Qualifications:

  • High School diploma or general education degree (GED); previous beverage experience in a high-volume, sophisticated bar/casino preferred, but not required.
  • Ability to work in an environment exposed to secondhand smoke, moderate to loud noise levels, and varied light levels, including flashing lights.

Certificates, Licenses, and Registrations:

  • Virginia Racing Commission License
  • Serv-Safe