Job Description
ROLE PURPOSE: To present a positive first impression of TGI Fridays personability, excellent service, and high standards. To greet Guests upon arrival, ensure Guests' dining experiences are excellent, and bid Guests farewell as they leave. Key Responsibilities & Accountabilities Greet incoming and departing Guests warmly with a genuine smile and eye contact Uses visual cues to seat Guests in either the bar or dining area depending on their preference Inform Guests of current promotions and who will be serving them to ensure a smooth handoff to the service staff Promptly answer incoming calls to the restaurant and provide appropriate information Manage the flow of Guests into the Dining and Bar areas; provide accurate wait times to incoming Guests if necessary Tend to special Guest needs and requests Follow all relevant brand standards to deliver Fridays Service experience Observe Guests’ needs throughout the dining experience to ensure they receive high-quality service (i.e. notice a drink refill is needed while seating another Guest and ensuring the drink is refilled prior to getting back to the door) Influences KEY DECISIONS: Identifying and handling special needs or requests from Guests Ensuring expedient seating of Guests Seating Guests in the bar area or dining area Measures Of Success Follow Fridays Service Standards for greeting Guests Consistently fulfill the Key Responsibilities and Accountabilities above Guest satisfaction scores Qualification Requirements Must be able to carry natural conversations with Guests without sounding scripted or intrusive Must be able to read menus Must be able to articulate clear greetings and farewells to Guests, as well as be able to understand requests for assistance Must 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 the telephone and converse with Guests and staff Must be able to walk and stand during an entire shift Must be able to reach, bend, stoop and wipe Must be able to carry trays or supplies (10-30lbs ) Competencies PASSION FOR THE GUEST – You create a seamless Guest experience by being the face of the door, welcoming the Guests, and enthusiastically meeting their needs. Create a strong first impression with your initial greeting Pay attention to details; remember names and favorites of regulars Make a difference by personalizing service to exceed Guest expectations Go above and beyond to establish a personal connection with Guests to make them feel warm, welcome, and appreciated Make the bar an attractive and exciting place to hang out Establish a strong rapport with all Guests to create Fridays fans and repeat traffic Show awareness of Guest needs and expectations by preventing problems before they arise COMMUNICATION – You keep the lines of communication positive, open, and productive. Communicate in an open, sincere manner Share information with others to raise awareness of potential needs and changes Keep interaction positive and productive; avoid conveying negativity Respond positively to conflict situations and works to find appropriate solutions Listen carefully and attentively to others without judgment Ask thoughtful questions to ensure proper understanding of messages being conveyed Contribute 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 whole TGI Fridays experience. Demonstrate a unique, lighthearted, style that is personal and personable Listen carefully to Guests’ needs and suggests add-ons Possess contagious energy that translates to Guests and Team Members Know TGI Fridays drinks and menu items and are able to speak knowledgeably to make personal suggestions Grow the business and expertly upsells menu items when applicable Proactively looks for ways to improve the Guest Experience and takes initiative to make changes as necessary Enthusiastically promote the TGI Fridays brand and menu RELIABILITY & ACCOUNTABILITY – You work hard, carefully follow directions and established guidelines, and deliver quality results. Consistently arrive to work prepared and ready for the shift Ensure all responsibilities are fulfilled before shi