Realistic Job Profile. Platinum Lounge Attendant. Imagine Grow Succeed

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1 Imagine Grow Succeed

2 Realistic Job Profile Content About Us Provides an overview of our organization About the Job Provides a description of what the position entails, includes job duties About the Food and Beverage Department Explains the reporting structure and the amount of supervision you can expect Locations and Shift Length Training Provides information regarding shifts and locations where you may work Explains the type of training you can expect to receive Quotes from our s Critical Success Factors The appealing and unappealing aspects of the job A list of the skills, abilities and personality traits that are critical for success in the Platinum Lounge position Overview of the Hiring Process Outlines the steps to apply for a position with Niagara Casinos as well as the selection process Pay, Benefits and Programs Describes the monetary and non-monetary programs for Associates niagaracasinosjobs.com 2

3 About Us Niagara Casinos Niagara Casinos consists of two fabulous but different gaming and entertainment experiences - Fallsview Casino Resort and Casino Niagara. Our casinos generate more than $1.3 billion in economic activity annually for the Province of Ontario. Even prior to the work beginning on Fallsview Casino Resort, more than 9,000 direct and indirect jobs were created in Ontario. Fallsview Casino Resort Built on a cliff overlooking the world-famous Horseshoe Falls, Fallsview Casino Resort is the largest and most elegant gaming resort facility in Canada. The crown jewel in Niagara's stunning array of wonders, Fallsview offers a world-class casino with over 3,000 slot machines, 130 gaming tables and an exciting poker room. The resort also features a 374 room luxury hotel, full service spa and fitness centre, dozens of shops and restaurants, the Avalon Theatre (an intimate 1,500 seat state-of-the-art entertainment venue) and over 30,000 feet of meeting and convention space. Talk about excitement! Fallsview Casino Resort was built at a cost of $1 billion and opened to the public on June 10, The resort remains the largest single investment ever made by the Government of Ontario in the Niagara region. Fallsview Casino Resort is owned by the Government of Ontario through the Ontario Lottery and Gaming (OLG) and operated by a consortium of five companies, the Falls Management Group LP. Casino Niagara Since being introduced to the city of Niagara Falls, the Niagara region and the tourism community on December 9, 1996, Casino Niagara has consistently delivered on its corporate and community mandates. At Casino Niagara, we strive to provide you with more down-to-earth, round-the-clock fun than you can imagine! We ve got over 1,500 slot and video poker machines, 40 tables of gaming excitement, three restaurants and three bars. Fallsview Casino and Casino Niagara s Corporate Giving Program Fallsview Casino and Casino Niagara s Corporate Giving Program is the charitable arm of Niagara Casinos. The mandate of The Corporate Giving Program is to improve the quality of life for people who call Niagara home by making financial contributions to health care, post-secondary education, the arts, culture, heritage and sponsorship of community events, festivals and other public activities. Over the years, the Corporate Giving Program has contributed millions of dollars to a multitude of community and non-profit organizations throughout Niagara. niagaracasinosjobs.com 3

4 Overview of the Job Are you someone who enjoys interacting with people? Do you have an outgoing and friendly personality? Do you like to work in a fast-paced environment? Can you provide outstanding customer service? Can you handle a physically demanding job? If you answered yes to these questions, then our position may be a great fit for you! What s involved in a s job? Outstanding customer service is a key requirement for s; they strive to exceed our customer s expectations. While working in the Lounge, you will be responsible for serving our most prestigious guests food and beverages in a fast-paced, high volume environment. You will be responsible for opening and closing the buffet and lounge area, maintaining the food levels of the buffet, including placing orders with the kitchen, bringing food in from the kitchen, rotating and filling of food items. It is imperative that you maintain exceptionally high standards of cleanliness of the buffet by removing dirty dishes, wiping down the buffet and service stations, replenishing clean dishes and utensils and delivering dirty items to the kitchen. Your knowledge of the food items on the buffet, including menu, ingredients, and how food is prepared is very important to guest service. The Platinum Lounge is expected to be a clean, welcoming and inviting area at all times, your attention to detail in the overall cleanliness of the room, includes wiping down tables, straightening chairs, picking up garbage and sweeping the carpet is expected at all times. Regardless of your assigned duties, you will be expected to promote Casino amenities, such as our other restaurants, entertainment and hotel. You will interact directly with our guests and this role requires individuals with a warm, friendly personality with an ability to deliver unwavering excellent service. As a, you will attend a mandatory meeting at the beginning of each shift. These meetings, called pre-shifts are about 15 minutes long where you will be assigned tasks for your shift and be updated you on current events, promotions, departmental announcements or changes to polices, programs and any other information that you will need to be successful during your shift. s are located at Fallsview Casino Resort. niagaracasinosjobs.com 4

5 The following quotes are from our s. These quotes are intended to provide you with insight and information regarding the job, the working environment and the positive and negative aspects of the role. As a, what can I expect on a daily basis? Taking food orders Serving alcoholic and non-alcoholic drinks Carrying trays with lots of drinks Walking long distances Maintaining a clean section; constantly keeping on top of the dirty dishes, glasses and plates Carrying food from the kitchen to the Lounge Being physically and sometimes emotionally drained by the end of the shift Smiling and being pleasant and friendly at all times while on shift Conversing with customers, remembering preferences of our regular patrons Wiping down the buffet table, making sure the food is always hot and the dishes are kept full and appetizing looking Constantly keeping the room clean and tidy, moving in chairs, cleaning tables and removing dirty dishes from view niagaracasinosjobs.com 5

6 The Food and Beverage Department The Food and Beverage Department is a large division in Niagara Casinos. The Food & Beverage Department has approximately 1,100 Associates in total, who work at both properties in a number of different sub departments and outlets. The department has an Executive Director, Executive Chef, Directors, Executive Sous Chefs, Managers, Shift Managers, Sous Chefs and Supervisors. The Platinum Lounge Team The organizational structure of the Department includes a Manager, a Shift Manager, Buffet Supervisors, Platinum Lounge Leads and s who report to the Buffet Supervisors. The Platinum Lounge has approximately 17 Associates in total. The ability to work on your own is essential in this position. The Supervisors also oversee the Deli and the Grand Buffet. It is expected that you are constantly monitoring the Lounge, paying attention to customers and keeping the Lounge for clean. According to our s, the amount of supervision you can expect is Minimal, however our Supervisors are there when you need them to handle situations such as complaints. Your Supervisor or Manager will conduct periodic spot checks of the Lounge to ensure that you are completing your job in conjunction with our service standards and also to ensure help is available if you require assistance. Locations and Shift Length Where are some of the locations I will work? What is the length of my shifts? The Platinum Lounge is located in the Fallsview Casino Resort location. Niagara Casinos operate 24 hours a day, year-round and coverage is required during these times. You will be scheduled for eight-hour shifts that include 2-30 minute breaks. Start and end times will vary throughout the day. It is important to remember that Public holidays such as Thanksgiving, Christmas, and New Year s Day are occasions when people typically spend time with their families, however, our business operates on these days and you will be required to work a shift. The requirement to work holidays and weekends will happen for many years. These are facts that you should consider prior to applying for the position. niagaracasinosjobs.com 6

7 Training What type of training will I receive as a new? External hires will initially participate in our company New Hire Orientation training. This is a comprehensive day and a half program designed to familiarize you with Niagara Casinos policies and procedures. This training will include other new Associates of the organization. All new Associates of Niagara Casinos are required to serve a 90-day probationary period. Your department orientation training program will take place within a few days after your New Hire Orientation training. This classroom style training is between 2-4 hours long where you will receive specific information on your departmental Policies and Procedures, standard operating procedures, performance expectations, job duties and a tour of the property where you will be working. Once your departmental training is complete, you will work along side another Bar Porter and job shadow him/her in the role. This job shadowing is a form of on-the-job training to ensure that you are able to fulfill the requirements of the role. You will job shadow each shift (Days, Swing and Midnights) in order to gain a good idea of what happens at different times of the day. Once you have finished your job shadowing, you will receive a final assessment which will determine whether you are able to perform the position alone. If you are successful, you will then be scheduled based upon business needs. If you are unsuccessful, the Manager will identify your specific areas for improvement. You will be provided with assistance to help you achieve the expected performance levels and behaviours. It is important to ask for help if required during your training period and it is important to ask questions if you require clarification. All new Associates of Niagara Casinos are required to serve a 90-day probationary period. Quotes from our s As with any job, there are some appealing and unappealing aspects of the position. We believe in providing clear and transparent information about our jobs to help candidates understand what the role entails. It is essential that you have a full understanding of the role prior to deciding whether to apply. Below you will find some honest and candid feedback from individuals who actually work in the position of a. niagaracasinosjobs.com 7

8 The APPEALING aspects of the Job The independence of the job; you have freedom to walk around the Lounge Working in a great department with a great group of people There is never a dull moment; each shift is entertaining Interacting with a wide variety of customers from all over the world and making a difference in their lives Being able to get my daily exercise while I am actually working Developing relationships with our regular customers The hourly wage; tips are good If you want to, you can have a lot of fun in your job The UNAPPEALING aspects of the Job Being treated like a servant at times Sometimes people snap their fingers or whistle at you to get your attention Some of our guests can be demanding and have high expectations The activity level at times is quite hectic and fast paced Picking up glasses, plates and dishes constantly throughout the shift Sometimes not getting a tip Not great work hours for someone with a family niagaracasinosjobs.com 8

9 Critical Success Factors This summary identifies aspects of the position that we consider to be critical to your success. Consider each of the factors listed below to assess whether or not you feel that your skills match those necessary to be successful in the position. Will I What does it take to be a good? Be able to smile, be friendly and provide excellent service at all times? Be able to deal with a variety of people (different cultures, language barriers, and superstitions)? Be able to comply with the gratuity distribution policy? Be able to judge if someone has had too much to drink and slow them down without getting them angry? Be able to work weekends and holidays, for many years? Can I Keep smiling when someone doesn t tip me? Stay calm with a customer who is unhappy or upset? Constantly monitor the Lounge for cleanliness? Handle high volumes of guests quickly and efficiently? Take and deliver food orders accurately and with a smile? Am I Outgoing with a pleasant personality and willing to approach customers? Able to stand on my feet and walk for my entire shift? Able to show empathy to someone who just lost money? A positive person who can handle pressure and a hectic, demanding pace? Able to work independently as well as part of a team? niagaracasinosjobs.com 9

10 Overview of the Hiring Process If you are interested in applying for a position with Niagara Casinos, you are required to complete and submit an application on-line. You should carefully read the policies surrounding the collection of personal information submitted to our site. We use this information for assessment of qualifications and suitability for vacancies in our organization. We encourage you to monitor our website for available job vacancies which will allow you to match your credentials and experience to any of the posted vacancies. Once you see a position that you are interested in, you will need to apply to the job posting using the application that you created. Once a job posting closes, all applicant profiles are reviewed by our Recruitment team. Qualified applicants will be forwarded to the hiring department for further assessment. If you are deemed to be a qualified applicant, you will be scheduled for a structured, behavioural based interview. Depending on the position, you also may be required to complete appropriate and relevant testing. It is recommended that you bring any references that you have to your interview. Since gaming is a highly regulated industry, you may be required to obtain one or more of the following: Alcohol Gaming Commission of Ontario License Smart Serve Police Clearance Certificate Pre-placement Medical Pulmonary Functions Test Other Certifications may be required (e.g. Driver s Abstract, Nexus) Upon completion of the recruitment and selection process, successful candidates are notified. Should you be the successful candidate, you will be given a start date which will coincide with your attendance at New Hire Orientation. niagaracasinosjobs.com 10

11 Pay, Benefits and Programs Depending on your status when you are hired, for example, whether you are considered full-time, part-time or contract, there are different Associate programs and benefits provided. The Human Resources Department will provide you with information regarding pay, benefits and programs applicable to your status within our organization. For permanent Associates, Niagara Casinos offers a full compensation package, which includes competitive starting wages and extensive health and dental benefits. It also includes a pension plan, paid personal days and paid vacation time. Specific details will be provided to you on these topics if you are provided with a job offer for a permanent role. Other monetary considerations include Educational Reimbursement and Bursaries for qualifying Associates. We also have a number of programs and special events for our Associates, such as, formal Recognition for outstanding performance and contribution to your team, social events include an annual picnic, a holiday event, and subsidized meals in our Associate Dining Room and participation in a number of charitable events. Stylish and comfortable uniforms are provided, cleaned and mended free of charge. This document is the property of Niagara Casinos and may not be reproduced, copied, distributed, printed, used for commercial purposes or altered in any manner. This document is for information purposes only and Niagara Casinos reserves the right to change the content, description, format, or intent at any time. niagaracasinosjobs.com 11