Host(ess) - Falcons Management

Host(ess) :

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)

KEY DECISIONS:

Influences:

• 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 shift's end
• Make yourself available to take on additional shifts and/or responsibilities
• Set the standard by adhering to established rules and regulations
• Organize your tasks in order of priority to ensure timely and thorough completion
• Admit mistakes and take prompt action to correct them
• Hold yourself and others accountable for delivering consistent quality

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

• Respond quickly to changing needs and adapt as necessary
• Display a positive, confident attitude for tackling new challenges and tasks
• Handle multiple tasks without becoming visibly overwhelmed or upset
• Easily adjust to meet changing demands and new regulations
• Promptly anticipate and react to potential Guest needs and requests
• Dive into peak service situations with energy and drive
• Respond calmly to problems and control emotions
• Handle yourself in a professional manner at all times

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

• Recognize the importance of working together to accomplish goals
• Actively promote cooperation, respect, and acceptance of all Team Members
• Establish positive and supportive working relationships with all Team Members to maintain a productive atmosphere
• Take on additional responsibilities to ensure proper coverage during rush times
• Reach out to Team Members when necessary to ensure timely completion of all tasks
• Take advantage of opportunities to set an example for new or inexperienced Team Members

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