Room Service Customer Service Representative

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Position Summary:

This position is responsible for servicing in-room dining guests according to specific department policies and procedures and steps of service.

Primary Duties and Responsibilities: includes but not limited to:

• Answers the phone and accurately documents customer orders into the point of sale system
• Actively up-sells products and uses endorsements at all appropriate service opportunities
• Provides helpful information about food and beverage items as well as other casino amenities
• Tenders all guest transactions to cash, comp, coupon, credit card or ticket

Secondary Duties and Responsibilities:

• Assists other Room Service staff with general operation procedures
• Assists guests by connecting them to other departments including, the Front Desk, Housekeeping, etc.
• Maintains a clean and organized work station according to department policies and procedures

Minimum Education and Qualifications:

• Previous experience in fast food or restaurant service
• Previous guest service experience
• Point of sale (POS) tendering knowledge

Competencies: Incumbent will master the following competencies while in this position:

• Excellent written and verbal communication skills
• A thorough knowledge of operational policies with regard to hours of operation, types of menus offered, restaurant concepts and marketing programs
• Excellent customer service skills
• Thorough knowledge of point of sale system
• Thorough knowledge of guestroom numbers/names, locations and hours of property-wide operations
• Thorough knowledge of Room Service menu, condiment requirements, proper food presentation and wine selection

Training Requirements:

• Outlet-specific standard operating procedures
• Point of sale system

Physical Demands and Work Environment:

• Must be able sit for extended periods of time
• Must be able to work in a fast paced environment with frequent interruptions
• Must be able to work various shifts and flexible hours

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job.  Mohegan Sun reserves the right to make changes in the above job description whenever necessary.

Work Shift:

Regular

Knock, knock. Hear that sound? That's opportunity!

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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.