Counter Person

Benchmark’s company culture is central to our management philosophy. The company’s stated purpose is “to provide an entrepreneurial environment where determined people dare to create, share, and build futures.

To be the “benchmark” by which all others are judged takes passion, courage, and dedication. We invite you to explore our extraordinary offering of unique opportunities, all with a common goal of providing an unforgettable journey.

Job Description Summary:

Take food and beverage orders, retrieve and serve alcoholic, non-alcoholic beverages and food orders to guests from cart according to hotel specifications, courteously and efficiently. Collect payments. Also assists in the maintenance of the Lobby area.

Job Description:

JOB OVERVIEW:

Take food and beverage orders, retrieve and serve alcoholic, non-alcoholic beverages and food orders to guests from cart according to hotel specifications, courteously and efficiently.  Collect payments.  Also assists in the maintenance of the Lobby area.

REPORTS TO:   Food & Beverage Managers

WORK ENVIRONMENT:

Lobby Lounge

Job involves working:

under variable temperature conditions (or extreme heat or cold). under variable noise levels. outdoors/indoors. around fumes and/or odor hazards. around dust and/or mite hazards. around chemicals.

KEY RELATIONSHIPS:

Internal:  Employees in Restaurants, F&B Outlets, Culinary/Stewarding, F&B Cashiering, Housekeeping and Guest Services - Front Desk.

External:   Hotel Guests and Visitors.

QUALIFICATIONS

Essential:

High school graduate or equivalent vocational training certificate. Food handling certification. Minimum 18 years of age to serve alcoholic beverages. Fluency in English both verbal and non-verbal. Able to handle money efficiently and accurately. Ability to input and access information in the property management system/point of sale system/computers. Provide legible communication and directions. Compute basic arithmetic. Ability to: perform job functions with attention to detail,  speed and accuracy. prioritize, organize and follow up. be a clear thinker, remaining calm and resolving problems using good judgement. 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 hotel data.

Desirable:

Experience with computers, calculators or word processors. Ability to suggestively sell. Certification of previous training in alcohol awareness program. Experience in Hospitality Industry in a similar position. Previous guest relations training. Training in CPR. Fluency in a second language

PHYSICAL ABILITIES

Essential:

Exert physical effort in transporting supplies (50 pounds) to work area. Able to push cart and carts to set up and supply cart and area. Endure various physical movements throughout the work areas. Reach 72/6 inches/feet. Remain in up right position for 300/5 minutes/hours throughout work shift. Satisfactorily communicate with guests, management and co-workers to their understanding.

Desirable:

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Pick up and count bank.
• Make change requests.
• Obtain due backs.
• Receive Escort when carrying money to/from General Cashier’s office.
• Maintain complete knowledge of:
• Furniture configuration of lobby, hours of operation, proper table set-up and dress code of the Lobby Lounge area.
• all liquor brands, beers and non-alcoholic selections, correct glassware and garnishes if liquor is being served.
• all menu items, prices, preparation method/time, major ingredients and quality standards, taste, appearance, texture, serving temperature, garnish and method of presentation. P.O.S. and manual systems.
• Complete opening side duties as assigned:
• Check quality and amount of all Turtle Den stock and supplies using checklist.
• Set up linen and fold napkins.
• Requisition all necessary supplies and transport from storeroom to the Lobby Lounge.
• Set display tables and surrounding Lobby furniture, (ie. Straighten newspapers and chairs when disturbed).
• Set up all condiments (butter, jellies, syrups, juices) and beverages (non-alcoholic) according to service/display standards.
• Set up/operate coffee and espresso machines.
• Ensure a sufficient supply of all silverware, glassware, chinaware ad paper goods for service.
• Prepare all cold food items (cereals, fruits and yogurts).
• Check cleanliness and condition of Lobby Lounge/Lobby area; rectify any deficiencies.
• Set up side station with supplies and equipment.
• Take guests' food and beverage orders, utilizing suggestive selling techniques.
• Record order of guest.
• Input order into system and ensure accurate record of the transaction.
• Legibly document orders when system is down.
• Retrieve all alcoholic beverage items from bar and serve to guest(if alcohol is being served).
• Make all varieties of coffee.
• Serve all food courses and non-alcoholic beverage items to the guest, when applicable.
• Clear and Remove soiled wares from tables as assigned and transport to dishwashing area.
• Present guest checks and process payments.
• Adhere to payment, cash handling and credit policies/procedures.
• Clean and straighten tables immediately after guest departs.
• Clean As You Go.
• Complete closing side duties:
• Properly breakdown and store all reusable goods.
• Clean all equipment.
• Restock items for next service.
• Remove all dirty linen.
• Marry and stock all condiments.
• Leave all cart and equipment items covered and stored.
• Complete closing reports.
• Close out cash register.
• Process and count payment types totals(cash, credit card, room charge, a & g, city ledger).
• Process Daily Cashier Worksheet.
• Process Cashier Remittance Sheet.
• Deposit cash drops.
• Deposit work in Drop Box.
• Cash/Tip Out.
• Serve our guests.
• Serve the other Turtle Bay Resort team members who serve our guests.
• Perform any and all functions as directed – you are a member of the entire Turtle Bay Resort team, not just a member of your department.
• Take personal responsibility to ensure the success of the team – the team succeeds because of your actions.
• Always put the team objectives ahead of your personal agenda. Perform the security and safety function of all Turtle Bay Resort employees to ensure the security and safety of all guests and of all fellow employees - be vigilant for all safety/security issues, correct and/or report all issues immediately.
• Perform the housekeeping function of all Turtle Bay Resort employees – keep your work area clean and neat, and correct and/or report any housekeeping issues outside of your work area in the public and heart-of-the-house areas as you encounter.
• Perform your sales function – all Turtle Bay Resort employees are sales people for the company and for the property - be knowledgeable of Turtle Bay Resort and of all aspects of your property, and always present both in the best light to guests and to the community at large.
• Perform your community ambassador function – get involved in your community and represent Turtle Bay Resort and your property well.
• Always speak first and speak last to guests in a friendly, courteous manner – every guest encounter should include this.
• Always greet co-workers in the same friendly, courteous manner – never pass a fellow employee without acknowledgement.
• Deal with all guests and fellow Turtle Bay Resort team members with respect and honesty.
• Present yourself properly in the work place at all times – full uniform including name badge, dress/uniforms always clean and pressed, personal grooming always up to standard.

SECONDARY JOB FUNCTIONS

Document maintenance needs on work orders and submit to Manager/Supervisor.

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.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Note: This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position.  Team members will be required to perform any other job related duties assigned to help all team members and contribute to the success of the Resort.  This description is intended to indicate the typical kinds of tasks and levels of difficulty that are required of positions given this title.  This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  It is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision.

EOE/M/F/D/V