What is the job title? Does the title explain what the job is? The job was cocktail waitress at a casino. The title completely fits the job because that’s what was expected of the person who filled the position; that they serve drinks to customers within the casino.
How does the job fit in with the rest of the company? What jobs are comparable? Is the wage/salary comparable to other jobs within the company? Within the industry? Use reference materials (library, Internet) to justify your answer. A casino needs cocktail waitresses to bring drinks to their customers as they are playing or drinking in different areas of the casino. They don’t just serve in the gaming areas but also in the lounges, bars, and nightclubs that exist within the establishment. The salary is pretty much the same across the board for all kinds of servers. It generally is understood that a server of any kind makes minimum wage plus tips. According to a listing on the Palm’s Hotel and Casino career website, a server working there makes $8.05 to $11.00 per hour. When I did the job I made exactly minimum wage at every establishment I worked.
What is the chain of command? To whom does the person with this job report? Is this person responsible for monitoring the work of others? Describe the internal and external contacts of the person holding this position. In any casino environment, there is a beverage manager, a beverage assistant manager, and beverage shift managers. A cocktail server can go to any of these managers with any problems or concerns. At the casino I worked at talking to the assistant beverage manager generally got the best results. He was in charge of scheduling the bartenders and the cocktail servers and relaying information from the casino heads to us. He also was the one who handled guest concerns when it came to the beverage department. If the assistant beverage manager was gone, we talked to the shift managers but they always said they had to check with the assistant manager anyway before they could handle all situations.
What duties and tasks does the person holding this job perform? What are the physical requirements of the job? According to the job description on the MGM career website, the job duties include: Greet guests in a positive, friendly manner and making them feel welcome. Guide guests through all phases of their experience in the Hotel/Casino/Lounges. Exhibit proper knowledge, selling techniques and service delivery of both non and alcoholic beverages. Consistently follow sequence of service utilizing all proper procedures standardized by the cocktail service management. Maintain station cleanliness utilizing a silent service approach. Itemize bills correctly and efficiently securing payment, when required. Bid farewell to guests, using guest’s name when known, and inviting them to return. Clean menu covers, replace inserts and maintain a professional appearance of the area. Answer telephones in service areas in a professional manner and directing calls where necessary. Maintain cleanliness and stock of their assigned areas, side stations and tables. Maintain a level of professionalism that will make guests want to return to the Monte Carlo. Anticipate the guests’ needs and respond appropriately with a sense of urgency. Working as a team, assisting all guests’ and employees’ needs and inquiries. Effectively communicate with management, guests and co-workers in order to fulfill and address any issues or needs requested by guests and or other employees. Also, a beverage server must be able to stand for long periods of time and walk for at least 8 hours a day carrying large trays full of drinks.
What tools and equipment are required for this job? Include any computer equipment. They have to have all of their safety cards up to date in order to get the job and they have to pass a drug test. They need a tray, pens, and good walking shoes. They also have to understand how to use a point of sale system or a Micros operating system, whichever computer system the casino has in place.
Describe the baseline knowledge, skills, and abilities necessary to perform this job. They have to know about wine, beer, and cocktails in order to ask for the right ones and properly garnish them. There is also a commonly accepted glass call order that is helpful to understand prior to starting the job, but it will usually be given as part of the training process. They have to know how to speak and effectively communicate in English to the guests and to the bartenders. Typing is also useful and customer service is necessary in order to get good tips.
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