Hospitality Customer Service Representative

Job Title: Hospitality Customer Service Representative Location: Indianapolis Job Type: Part-time Classification: NE Salary Range: $17.25 Reports To: Department/Program Chair

Who We Are:

Ivy Tech is Indiana’s community college and workforce engine, delivering: high-quality learning experiences that propel Indiana’s communities, measurable economic return, excellence in teaching, and industry-aligned credentials of value, empowering every learner to achieve lifelong success.

Our Values:

• Empathy: We lead with care and connectivity, ensuring we meet our students where they are. • Integrity: We act responsibly and ethically in the best interest of our students, employees, partners, institution, and the State. • Agility: We move with purpose and adapt to the evolving needs of our students, employers, and the State. • Impact: We exist to change lives through quality education. Our work strengthens individuals, families, communities, and the future of Indiana.

About the Role:

Perform efficiently and effectively within the Hospitality Administration functions of the Lab Resources area, Courses Restaurant, Bakery Café, or Courses Catering. To meet the Ivy Tech Program guidelines and procedures for handling alcoholic beverages for in-class cooking needs, Beverage Classes, Courses Restaurant service, and Courses Catering events and Receiving.

MAJOR RESPONSIBILITIES:

Overriding Expectation:

• Demonstrate a strong customer service and/or student advocacy through a positive attitude of approachability, adaptability, strong problemsolving, problem-solving and a desire to identify and support student success.
• Engage in behaviors that create an inclusive environment in which all people are valued and supported.
• Go beyond the easiest or surface answer for a student or instructor, or an internal or external customer, and get to the root cause of the problem, question, or issue to solve it as quickly and professionally as possible.
• Follow proper laws, guidelines, and procedures for handling alcohol.
• Must be 21 or older. An Alcohol Server Permit is required or must be obtained within the first 30 days.

Specific Responsibilities:

• Utilize proper ServSafe practices in receiving and labeling, storing of all food/alcohol products and supplies.
• Monitor lab equipment and storage areas for cleanliness, sanitation, and functionality, reporting equipment failures promptly.
• Assist with front-of-house set-up or tear down for restaurant service or catered events, the café, and Receiving.
• Perform front-of-house service and cashier duties in the Café, Courses Restaurant, and the bar area.
• Determine beverage preparation and execution within an event, utilizing employees or students.
• Direct employees and students in the execution of an event in the front of the house or back of the house.
• Converse professionally, promptly, and with the highest expectation of customer service, either in person or other modes of communication, with internal and external customers.
• Perform in multiple areas of Hospitality when needed
• Maintain accurate inventory and costing of alcohol in-house
• Maintain cleanliness and organization in Beer Cooler, Wine Cooler, Spirits Room, behind the bar, and wine storage
• Obtains an accurate inventory of glassware and barware
• Employee must wear the required uniform when in labs or classes: Ivy Tech polo, black pants, slip-resistant shoes, and a lab coat when prepping or around food prep, and must wear a hat when in labs or around food. This position may wear business casual only on general office days when not participating in a lab or class. No jewelry, earrings, etc. Must adhere to ACF standards and Marion County Food Code

General Responsibilities:

• Smiles, is welcoming, and puts our guests' needs first
• Has the ability to learn front-of-the-house processes and service techniques
• Reliable and has the ability to maintain scheduled hours
• Provides for the service needs of our guests using our outlined service techniques
• Clean any appropriate service/kitchen/bar area as needed.
• Willing to accept any responsibility
• Has the ability to maintain multiple service areas on his or her own without supervision or direction. i.e., Host Stand, Bar, Station in Dining Room
• Has the ability to train others in multiple service areas.
• Is able to supervise others when necessary without oversight

The above list of duties is not to be construed as an exhaustive list.

Other duties logically associated with the position may be assigned. All

responsibilities will be conducted within the parameters of the Family

Educational Rights and Privacy Act (FERPA). The beverage procurement

policy must be signed by this employee yearly.

EDUCATION AND EXPERIENCE:

Minimum Qualifications:

• Minimum High School Diploma or GED, having completed (HOSP customer service class) (or has previous comparable industry experience) within the Hospitality Administration curriculum is a plus. Must have a Beverage Server Permit or must be obtained within the first 30 days.

Preferred Qualifications:

• Duties that pertain to food prep may require completion of additional coursework. Any work handling alcohol will require a current ATC certificate and a Beverage Server permit.

Work Hours:

• Schedule will vary, based on class schedules, volume of business in the restaurants, Cafe, and Hospitality events.

Ivy Tech is committed to supporting the well-being, growth, and financial security of our part-time employees. These benefits include:

Health & Wellness

• Access to a comprehensive vision care plan with low-cost exams and allowances for glasses or contact lenses
• Employee Assistance Program offering no cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources

Financial & Retirement Benefits

• All employees can contribute pre-tax or post-tax dollars through payroll deduction to build retirement savings

Educational Benefits

• Fee remission for employees, spouses, and legal dependents.

For more information on Ivy Tech Benefits, visit https://careers.ivytech.edu/benefits.

Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights.