Server

Server : ROLE PURPOSE :

A TGI Fridays Server possesses a passion for service, is knowledgeable of menu items, and is prepared to proactively customize the dining experience to 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 Guests want and customizes service to meet those expectations
• Promptly and accurately takes food and beverage requests and ensures expedient service
• Frequently checks up on Guests and uses visual cues to provide silent service
• Learns TGIF menu and beverages, and expertly recommends and upsells current promotional items by practicing conversational ordering
• IDs all Guests ordering alcoholic beverages who appear to be 40 years old or younger
• Follows all Fridays Service Style guidelines
• Accurately rings all orders into the POS system

KEY DECISIONS : Influences :

• Guest experience
• Exercising standards of Responsible Service of Alcohol

MEASURES OF SUCCESS :

• Consistently fulfills the Key Responsibilities and Accountabilities above
• Service Strength Code rating meets / exceeds company standards
• Guest satisfaction scores
• Meeting all key metrics outlined on the myPerformance scorecard

QUALIFICATION REQUIREMENTS :

• Must be able to deliver plates and food and clear tables
• Must be able to lift up to 30lbs
• Must be able to hear well among loud background noise
• Must be well-groomed and dressed neatly in company approved uniform at all times
• Must be able to operate P.O.S. system, make change and changes 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 requests
• Must be able to read and write
• Must be able to stand and walk during an entire shift
• Must be able to reach, bend, stoop and wipe counters / tables

COMPETENCIES :

PASSION FOR THE GUEST – You create a seamless Guest experience by being the face of the brand, welcoming the Guests, and enthusiastically meeting their needs.

• Creates a strong first impression, promptly and warmly greeting Guests
• Pays attention to details : remembers names and favorites of regulars and makes a difference in Guest experience by personalizing service to exceed expectations
• Prevents problems before they arise
• Goes above and beyond to establish a personal connection with guests to make them feel warm, welcome, and appreciated
• Establishes a strong rapport with all Guests to create Fridays fans and repeat traffic

COMMUNICATION – You keep lines of communication positive, open, and productive.

• Communicates in an open, sincere manner to build rapport with Guests and Team
• Shares information with others to raise awareness of potential changes and concerns
• Keeps interaction positive and productive; avoids conveying negativity
• Responds positively to tense situations and works to find appropriate solutions
• Listens carefully and attentively to others
• Asks thoughtful questions to ensure proper understanding
• Contributes to pre-shift meetings by providing relevant updates and asking appropriate questions

FLAIR & SALESMANSHIP – You keep it fun and keep it real; you seek opportunities to sell others on the TGI Fridays experience.

• Demonstrates a unique, lighthearted style that is personal and personable
• Listens carefully to Guests' needs and suggests add-ons according to preferences
• Possesses a contagious energy that translates to Guests and Team
• Knows TGI Fridays beverages and menu items and is able to speak knowledgeably on them
• Grows the business by expertly and enthusiastically upselling and promoting menu items and the TGI Fridays brand
• Proactively looks for ways to improve the guest experience and takes initiative to make changes as necessary
• Makes the bar an attractive and exciting place for hanging out

RELIABILITY & ACCOUNTABILITY – You work hard, carefully follow directions and established guidelines, and delivers quality results.

• Consistently arrives to work prepared and ready for the shift
• Ensures all responsibilities are fulfilled before ending shift
• Makes self available to take on additional shifts and / or responsibilities
• Sets the standard by adhering to established rules and regulations
• Organizes 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

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

• Recognizes the importance of working together to accomplish tasks
• 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 times
• 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

FLEXIBILITY & STRESS TOLERANCE – You know that anything can and will happen, and you are willing to mix things up anyway.

• Responds quickly to changing needs and demands and adapts as necessary to meet new deadlines and standards
• Displays a positive, confident attitude for tackling new challenges and goals
• Handles multiple tasks without becoming visibly overwhelmed or upset
• Promptly anticipates and reacts to potential Guest needs swiftly and without breaking a sweat
• Dives into peak service situations with energy and poise
• Responds calmly to problems and controls emotions
• Handles him / herself in a professional manner at all times

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