Suite Server

Job Description

Job Description

Job Overview

The role of the Suite Server is to provide exemplary first-class service for Suite owners and their guests. While concentrating on the specifically assigned suites, the Suite Server is a part of the service team and must work together with the Suite Server busser to provide every customer with the highest level of service possible in a fast-efficient manner. The Suite Server is expected to perform to higher standards than restaurant servers by exhibiting greater attention to detail, remembering VIP clients and their preferences, assisting with setting up and maintaining buffet, and tidying up the suites throughout the day.

  Essential Duties and Responsibilities

• Arrives to the Suite within minutes after the guests have arrived and welcomes guests
• Takes the drink order.
• Suggests wine by the glass or bottle or attempts to up-sell liquor and beer.
• Presents specials i.e. soup of the day, fish of the day, etc. strongly suggesting to the customer to try the specials.
• For buffets, the suite server must be able to present and describe all menu items including any potential allergies.
• Takes orders CAREFULLY.
• Enters the order into the computer with special attention to detail regarding specificity of food and drink orders as well as the timing and sequence of serving.
• Checks back within two minutes once the entrée has been served to make certain that the customer is satisfied with his/her meal.
• Observes if there is a problem and corrects it accordingly.
• Clears the table as soon as everyone is done.
• Offers dessert, coffee or after dinner drinks.
• Asks the customers if they would like anything else and if not, ask if they are ready for the check.
• ALWAYS thank the guests at the close of the dining experience.
• Assists in proper closing of the suites as directed by the manager on duty.
• Be advised of any ongoing food and drink specials as well as general knowledge of Gulfstream Park property and Guest Services Resources in order to respond to guest inquiries to the best of their ability.
• Be advised of week-to-week work schedule and any changes made according to business needs.
• Brings Racing forms and programs to the Suite
• Displays knowledge of first race post time, number of races, and final race time.
• Follow the directives of all department SOPs and policies regarding uniforms, communication, and work duties.
• Provides excellent customer service to guests, fellow staff members, etc.
• Responsible for carrying out all duties with safety as a priority.
• Must know all the facets and benefits of the suite experience and explain them to the guest such as how to use the Amtote machine, location of bathroom, use of the in-room thermostat, etc.  
• Must know how to set up, maintain, and break down suite’s buffets
• Must be able to run food to suites and replenish buffets in absence of a food runner
• Must be able to prepare drinks in the absence of a bartender
• Provide bottle service to our guests  
• Demonstrate Team spirit, including distribution of gratuities.
• Ensure guest loyalty through quality service and outstanding hospitality at all times.
• Must be able to meet guests needs such as ordering and picking up food from other establishments 
• Must recognize suite owners and know their names.
• Must be able to handle difficult or unexpected situations at all times 
• Responds effectively to most sensitive inquiries or complaints. 
• Identifies and resolves problems in a timely manner 
• Develops alternative approaches and ideas

Qualifications 

• A high school diploma is required.
• 1-3 years of previous experience preferred.
• Strong food/wine and liquor knowledge.
• Must have excellent organizational, interpersonal and administrative skills and excellent attention to detail.
• Ability to deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse angry situations and collect accurate information in order to resolve conflicts. 
• Requires the ability to add, subtract, multiply and divide in all units of measure, using whole numbers.
• Must be 21 years of age.
• Bilingual English/Spanish is preferred but not mandatory

Physical Demands and Work Environment

• The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50-75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• While performing the duties of this job, the employee is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The employee is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate.

Licenses, Certifications, Registration :   Requires a Pari-Mutuel License.