Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE:                          Dual Rate Casino Cocktail Server

DIVISION:                                           Casino Operations

DEPARTMENT:                                Casino Bars

GRADE/FLSA STATUS:                H5/16—Non-Exempt

BADGE TYPE/COLOR:                 Key--Blue

REPORTS TO:                                  Supervisor, Beverage 

SUPERVISES:                                    Bartenders, Bar Helpers, Casino Cocktail Servers

JOB SUMMARY:

As a Dual-Rate Casino Cocktail Server, you will work as a server and supervisor, depending on the department's staffing needs. As a Casino Cocktail Server, you play a pivotal role in shaping the entertainment environment for all our guests. Your courteous, friendly, and prompt beverage service is not just a task but a crucial component of their experience. You are instrumental in creating an enjoyable atmosphere for all guests. When serving in the supervisor role, you are vital to maintaining the Beverage Department’s daily performance to ensure exceptional guest service, surpass company objectives, and implement strategies to boost service scores.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--CASINO COCKTAIL SERVER:

• Work in assigned areas, follow designated loops and maps, and provide fast, friendly, professional beverage service to all guests

• Provide fast service to all guests by keeping service times under twenty minutes

• Provide friendly service to all guests by maintaining an upbeat personality and build relationships by learning guests’ names and beverage preferences

• Provide professional service to guests by learning and communicating information about the beverage menu, pricing, Harrah’s facilities, services, promotions, and Caesars Rewards

• Present beverage orders and payments to the Bartenders when necessary, in an organized and accurate manner 

• Must work special events as needed

• Maintain a clean workstation and assigned area by picking up trash, glasses, and litter 

• Utilize a cash wallet, POS, and Smart Bar system. Ring the proper amount into the register and give the guests the correct change. Accountable for all cash, charge, and complimentary sales according to established procedure; maintain the integrity of all financial controls and responsibilities. 

• Monitor guest consumption of alcohol and intervene as needed according to guidelines

• Follow the guidelines and liquor laws as defined by the EBCI Tribal ABC Commission and NC ABC Commission and adhere to all regulatory, departmental, and company policies and procedures in an ethical manner

• Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--SUPERVISOR:

• Supervise the day-to-day operation of beverage service on assigned shift

• Assists with and participates in personnel management processes, such as interviews, training, candidate selection, performance reviews, promotions, transfers, and disciplinary actions, while maintaining accurate performance appraisals and work history entries

• Responsible for assisting with leading and overseeing team operations, including task supervisor, quality monitoring, scheduling, staffing management, and conducting pre-shift meetings. Also, provide coaching, mentoring, and training to ensure high performance, adherence to appearance standards, and effective personnel development

• Regularly communicate with employees to ensure effective communication flow throughout the company and coordinate between shifts and departments

1. Ensure that guest service consistently meets resort standards at a high level and conduct service recovery activities as necessary

2. Conduct callbacks from guest(s) surveys and Level 3 Bartender testing at least once a month for compliance

3. Must consistently demonstrate sound decision-making to motivate the team and uphold high morale. Manage all shift-related paperwork efficiently. Supervise cash-handling procedures among employees. Maintain strict adherence to company policies and procedures, always ensuring ethical conduct and regulatory compliance

• Ensure all employees are following the guidelines and liquor laws as defined by the EBCI Tribal ABC Commission and NC ABC Commission and adhering to all regulatory, departmental, and company policies and procedures in an ethical manner

• Perform regular physical inventory checks of barware and promptly request replacements as necessary. Conduct Safety inspections of all bars and Beverage BOH areas. Ensure daily inventory audits of Smart Bar are conducted and monitor asset control of liquor bottles, draft and bottled beer, and wine

• Ensure knowledge of URVenue/ticketing system for chair, fan cave, and upper deck sales

• Must be proactive with incidents and issues, ensuring resolution with employees and guests

• Other duties as required to deliver excellent service

• Establish the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values

MINIMUM QUALIFICATIONS:

• High school diploma or GED required 

• Six months of prior guest service experience is required

• Alcohol safety certification is required (The department will offer training. Must be certified within thirty days of the hire date)

• Must demonstrate the following essential knowledge and skills:

• Knowledge of beverage operations

• Excellent guest service, interpersonal, and communication skills are required

1. Willingness to learn and be adaptable, with keen attention to detail and a professional appearance

2. Familiarity with tray service is preferred 

3. Proficiency in Windows-based office software (Microsoft Office, Word, Excel, PowerPoint, Outlook)

4. Ability to manage multiple priorities simultaneously

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Ability to stand for 8-10 hours, perform various movements (stooping, bending, reaching, etc.), respond to visual and aural cues, tap and maneuver a 165-pound keg, lift and carry up to 25 pounds

• Capability to handle fast-paced environments, make rational decisions under pressure, operate in mentally and physically stressful situations, and tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke

• Proficiency in English language, manual dexterity for operating office equipment, and willingness to work in diverse environmental conditions and flexible schedules, including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah’s Cherokee Casino Resort reserves the right to change the above job description whenever necessary.        8.6.24