Role Purpose
To present a positive first impression of TGI Friday's friendliness, excellent service and high standards. To greet Guests upon arrival, ensure Guest dining experience is excellent and to bid Guests farewell as they leave.
Key Responsibilities & Accountabilities
- Greet incoming and departing Guests warmly
- Seat Guests in the bar or dining area and ensure a smooth handoff to the service staff.
- Promptly answer incoming calls to the restaurant and provide appropriate service.
- Manage the flow of Guests into the Dining and Bar areas, provide accurate wait times to incoming Guests if appropriate
- Entertain the wait with Fun, Food and Beverage.
- Tend to special Guest needs and requests.
- Following all relevant brand standards for service
- Food, Beverage and Experience.
Key Decisions
Influences
Identifying and handling special needs or requests from GuestsEnsuring expedient seating of GuestsSeating Guests in bar area or dining areaMeasures of Success
Following TGI Friday's checklist for greeting and seating of GuestsConsistently fulfill the Key Responsibilities and Accountabilities aboveGuest satisfaction scoresQualification Requirements
Friendly and outgoing by natureMust be able to read menusMust be able to articulate clear greetings and farewells to Guests, as well as being able to understand requests for assistanceMust be able to clearly communicate Guests' needs to W / Ws, Bussers, Managers, etc.Must be able to hear well in a loud environment in order to answer telephone and respond to Guest requestsCompetencies
PASSION FOR THE GUEST (Friendliness, Hospitality) : consistently delivers service in a fun, friendly and engaging way
Makes a difference in the guest experience by personalizing service to exceed guest expectationsGoes above and beyond to establish a personal connection with guests to make them feel warm, welcome and appreciatedCreates a strong first impression by greeting each guest with a smile and a spirited, positive attitudeEstablishes a strong rapport with all guests to create Friday's fans and repeat businessPays attention to details; remembers names and favorites of regular guestsShows awareness of guest needs and expectations; prevents problems before they occurInvestigates guest complaints and resolves them immediately and thoroughly to the guest's satisfactionCOMMUNICATION (Sociability, Friendliness) : keeps the lines of communication positive, open and productive
Communicates in an open, sincere manner to build rapport with guests and team membersShares information with others to raise awareness of potential needs and concernsKeeps interaction positive and productive; avoids conveying negative messagesResponds positively to conflict situations and works to find appropriate solutionsListens carefully and attentively to others without interruptingAsks thoughtful questions to ensure proper understanding of the message being conveyedContributes to pre-shift meetings by providing relevant updates and asking appropriate questionsFLAIR & SALESMANSHIP (Drive & Energy, Salesmanship) : keeps it fun and keeps it real; seeks opportunities to sell others on the whole TGI Friday's experience
Demonstrates a unique, lighthearted style that is personal and memorableShows guests and team members that he / she genuinely enjoys the jobPossesses a contagious energy that translates to guests and team membersEnthusiastically promotes the TGI Friday's brand and menu itemsGrows the business and expertly upsells menu items where appropriateListens carefully to guests' needs and suggests add-ons accordinglyProactively looks for ways to improve the guest experience and takes initiative to make changes as neededRELIABILITY & ACCOUNTABILITY (Acceptance of Authority, Dependability) : Works hard, carefully follows direction and established guidelines, and delivers quality results
Consistently arrives to work prepared and ready for the shiftEnsures all responsibilities are fulfilled before ending his / her shiftMakes him / herself available to take on additional shifts and / or responsibilitiesSets the standard by adhering to established rules and guidelinesOrganizes his / her tasks in order of priority to ensure timely and thorough completionAdmits mistakes and takes prompt action to correct themHolds self and others accountable for delivering consistent quality resultsFLEXIBILITY & STRESS TOLERANCE (Stress Tolerance, Dependability) : 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 challengesDisplays a positive, confident attitude for tackling new challenges and initiativesHandles multiple tasks without becoming visibly overwhelmed or flusteredEasily adjusts to meet changing demands and new responsibilitiesPromptly anticipates and reacts to potential guest needs and problemsDives into peak service situations with energy and ease.Responds calmly to problems and controls emotional reactionsHandles him / herself in a professional manner at all timesTEAMWORK & COLLABORATION (Sociability, Friendliness) : Fuels an environment where everyone pitches in and gets along
Recognizes the importance of working together to accomplish goalsActively promotes cooperation, respect, and acceptance of all team membersEstablishes positive and supportive working relationships with all team members to maintain a productive environmentTakes on additional responsibilities to ensure proper coverage during rush periodsReaches out to team members when necessary to ensure timely completion of all tasksTakes advantage of opportunities to set an example for new or inexperienced team membersPI263112223
