Room Service Captain

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Overview:

Come join Team Atlantis! As Room service Captain you will be responsible for the supervision of Room Service team members during an assigned shift of Room Service, including, but not limited to: Supervisors, cashiers, bussers, and food servers. Assists with training of new team members. Supervises and provides support and direction to all Room Service Team Members. Resolves Team Member issues and supports team building with positive and open communication. Actively Promotes positive guest relations, investigates and resolves food quality and service complaints. 

Responsibilities:

• Notifies Room Service manager of any attendance or policy violation on a daily basis.
• Checks Room Service/catering prospectus sheets and notes any special supplies needed for his/her shift.
• Communicates with the captain of the previous and on coming shift concerning special orders or requests that need to be handled.
• Coordinates with the Room Service back of the house staff any breakfast, lunch, dinner or cocktail parties or private functions to ensure that the guest receives their order at the prescribed time.
• Assures that all gift deliveries and amenities are delivered correctly and timely.
• Responsible for accompanying servers when delivering orders to VIP guests to see that they are taken care of in a professional manner.
• Sets up cocktail parties and private functions or assigns a capable server.
• Assists cashier/dispatcher during peak periods of business and with any problems that may arise.
• Assists it the training of new servers, cashiers and bus help.
• Assists the servers in the set up and delivery of orders during peak hours of business.
• Returns any special equipment used for private functions to its place of origin.
• Returns any unopened liquor to the locked Room Service Liquor cage and properly disposes any unused opened liquor.
• Assures that any e-mails or memos that pertain to his/her shift are handled properly and followed through with.
• Responsible for the cleanliness of the Room Service area during and at the end of his/her assigned shift.
• Responsible for ensuring that the set up area is properly stocked and that the bus person and servers have cleared all hallways, service areas and other designated areas including the motor lodge of all tables, trays and other equipment.
• Notifies the Room Service manager of any equipment malfunctions or repairs that need to be made so that the engineering department can be contacted.
• Responsible for ordering food and beverage products needed  from the storeroom on the Stratton Warren system.
• Must be able to assist our guests with the selection of food and beverage products for private functions.
• Responsible for ensuring that all storage areas as well as liquor cages are locked and secure.
• Responsible for complete knowledge and understanding of the menu and wine list.
• Responsible for complete knowledge and understanding of the Micros point of sales system and its application.
• Must be able to estimate and report correct wait times to the cashier/dispatcher so that these times may be quoted to our guests.
• Responsible for monitoring tray and table presentations to see that orders are neat, accurate and consistent and that all needed condiments are included.
• Needs to monitor plate presentation and portion control.
• Responsible for enforcing the condiment quantity per order guidelines that have been established to control costs.
• Must reinforce the importance of proper handling of dishware to all team members to keep loss and breakage to a minimum.
• Needs to monitor telephone calls made to Room Service by our guests to ensure that proper telephone etiquette is being used and that suggestive selling techniques are being used to increase revenues and enhance the quality of our guests experience.
• Prepares and approves team member attendance records in the payroll system.
• Perform other duties as assigned          

Technical Skills:

• Operation of the Micros point of sales system.
• Responsible for the use of proper telephone etiquette.
• Handles guest complaints and concerns in a satisfactory manner.
• Ability to multi task in a fast paced environment.
• Excellent communication and guest service skills.
• Ability to use the time and attendance system.

Performance Expectations:

• Delivers orders to guest room or other requested destinations in a timely manner.
• Provides full restaurant style service with each delivery if allowed to do so.
• Responsible for complete knowledge and understanding of the menu and wine list.
• Use of suggestive selling skills to increase revenue and enhance the quality of our guest’s experience.
• Must comply with all company policies as well as all established guest service standards.
• Must keep work area in compliance with all safety and health department codes.
• Responsible for the completion of all assigned cleaning and side work duties.

***Must adhere to all grooming standards, no "visible" tattoos/piercings or unnatural hair colors***

Atlantis Casino Resort Spa fosters a team working environment and an environment that is focused on Team Member recognition and appreciation. Some of the ways in which we accomplish this is by offering the following: 

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan + discretionary match
• Education Tuition Reimbursement Program
• Paid Vacation
• Holiday Pay
• Weekly Resort Prizes
• Career Development and Training Workshops
• FREE daily meal
• Internal Advancement

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.