ROLE PURPOSE

A Server possesses a passion for service, is knowledgeable of menu items, and is prepared to proactively customize the dining experience to the Guests’ expectations. 

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Greets Guests with a genuine smile, builds rapport, and ensures an enjoyable, quality dining experience.
• Looks for visual and verbal cues to identify the experience the Guest wants and customize the service to meet those expectations.
• Promptly and accurately takes food and beverage requests from Guests.
• Ensures expedient service of food and beverages to the Guest.
• Frequently checks up on the Guests and uses visual cues to provide silent service as appropriate.
• Learn menu and beverages, expertly recommends and upsells on items.
• ID all Guests ordering alcoholic beverages who appear to be 40 years old or younger.
• Follows all SRG Service Style Standards.
• Accurately rings all orders into the POS system while simultaneously interacting with Guests when applicable.
• Practices conversational ordering by mentioning current promotional features.

KEY DECISIONS

Influences:

• Guest experience
• Exercising standards of Responsible Service of Alcohol

MEASURES OF SUCCESS

• Consistently fulfill the Key Responsibilities and Accountabilities above
• Service Strength Code rating meets/exceeds company standards
• Guest satisfaction scores

QUALIFICATION REQUIREMENTS

• Must be able to deliver plates and food and clear tables
• Must be able to lift up to 30 lbs.
• Must be able to hear well amongst loud background noise
• Must be dressed neatly and well groomed in company approved uniform at all times
• Must be able to operate P.O.S. system, make change correctly and make credit card transactions accurately
• Must be able to calmly respond to angry Guests and notify a Manager
• Must be able to read and write notes to hearing impaired Guests
• Must be able to read menus to sight-impaired Guests
• Must be able to verbalize menu items clearly to Guests while taking their orders or responding to their request
• Must be able to read and write
• Must be able to stand and walk during entire shift
• Must be able to reach, bend, stoop and wipe counters/tables

COMPETENCIES

PASSION FOR THE GUEST – Creates a seamless Guest experience for by being the face of the door, welcoming the Guests, and enthusiastically meeting their needs.

• Creates a strong first impression promptly greeting Guests.
• Pays attention to details; remembers names and favorites of regular Guests.
• Makes a difference in the guest experience by personalizing service to exceed guest expectations.
• Goes above and beyond to establish a personal connection with guests to make them feel warm, welcome and appreciated.
• Makes the bar an attractive and exciting place to visit.
• Establishes a strong rapport with all Guests to create and repeat business.
• Shows awareness of Guest needs and expectations; prevents problems before they occur.

COMMUNICATION – Keeps the lines of communication positive, open and productive.

• Communicates in an open, sincere manner to build rapport with Guests and Team Members.
• Shares information with others to raise awareness of potential needs and concerns.
• Keeps interaction positive and productive; avoids conveying negative messages.
• Responds positively to conflict situations and works to find appropriate solutions.
• Listens carefully and attentively to others without interrupting.
• Asks thoughtful questions to ensure proper understanding of the message being conveyed.
• Contributes to pre-shift meetings by providing relevant updates and asking appropriate questions.

FLAIR & SALESMANSHIP – Keeps it fun and keeps it real; seeks opportunities to sell others on the whole dining experience.

• Demonstrates a unique, lighthearted style that is personal and memorable.
• Listens carefully to Guests’ needs and suggests add-ons accordingly.
• Possesses a contagious energy that translates to Guests and Team Members.
• Knows drinks and menu items and is able to speak knowledgeably to make personal recommendations.
• Grows the business and expertly upsells menu items where appropriate.
• Proactively looks for ways to improve the guest experience and takes initiative to make changes as needed.

RELIABILITY & ACCOUNTABILITY – Works hard, carefully follows direction and established guidelines, and delivers quality results.

• Consistently arrives to work prepared and ready for the shift.
• Ensures all responsibilities are fulfilled before ending his/her shift.
• Makes him/herself available to take on additional shifts and/or responsibilities.
• Sets the standard by adhering to established rules and guidelines.
• Organizes his/her tasks in order of priority to ensure timely and thorough completion.
• Admits mistakes and takes prompt action to correct them.
• Holds self and others accountable for delivering consistent quality results.

FLEXIBILITY & STRESS TOLERANCE – Knows that anything can and will happen and is willing to mix things up anyway.

• Responds quickly to changing needs and adapts as necessary to meet new challenges.
• Displays a positive, confident attitude for tackling new challenges and initiatives.
• Handles multiple tasks without becoming visibly overwhelmed or flustered.
• Easily adjusts to meet changing demands and new responsibilities.
• Promptly anticipates and reacts to potential Guest needs and problems.
• Dives into peak service situations with energy and ease.
• Responds calmly to problems and controls emotional reactions.
• Handles him/herself in a professional manner at all times.

TEAMWORK & COLLABORATION – Fuels an environment where everyone pitches in and gets along.

• Recognizes the importance of working together to accomplish goals.
• Actively promotes cooperation, respect, and acceptance of all Team Members.
• Establishes positive and supportive working relationships with all Team Members to maintain a productive environment.
• Takes on additional responsibilities to ensure proper coverage during rush periods.
• Reaches out to Team Members when necessary to ensure timely completion of all tasks.
• Takes advantage of opportunities to set an example for new or inexperienced Team Members.