Server - American Pub, LLC

Role Purpose
Sets places at dining tables, takes orders, serves food and drinks, answers inquiries about menu and attends to wishes of Guests, as well as suggestively selling food and drinks.

Key Responsibilities & Accountabilities

Greets Guests, builds rapport, and ensures an enjoyable, quality dining experience

Build rapport. Ask questions to identify the experience the Guests wants.

Promptly and accurately takes food and beverage requests from Guests

Ensures expedient service of food and beverages to the Guest, checks frequently to ensure everything is to the Guests' specifications

Learn TGIF menu and beverages, expertly recommends and upsells on items

ID all Guests ordering alcoholic beverages who appear to be 40 years old or younger.

Following all relevant brand standards for service

Accurately rings all orders into the POS system

Key Decisions
Influences

Guest experience

Exercising standards of Responsible Service of Alcohol

Measures of Success

Consistently fulfill the Key Responsibilities and Accountabilities above

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, which may require lifting 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

Competencies
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 expectations

Goes above and beyond to establish a personal connection with guests to make them feel warm, welcome and appreciated

Creates a strong first impression by greeting each guest with a smile and a spirited, positive attitude

Establishes a strong rapport with all guests to create Friday's fans and repeat business

Pays attention to details; remembers names and favorites of regular guests

Shows awareness of guest needs and expectations; prevents problems before they occur

Investigates guest complaints and resolves them immediately and thoroughly to the guest's satisfaction

COMMUNICATION (Sociability, Friendliness): 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 (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 memorable

Shows guests and team members that he/she genuinely enjoys the job

Possesses a contagious energy that translates to guests and team members

Enthusiastically promotes the TGI Friday's brand and menu items

Grows the business and expertly upsells menu items where appropriate

Listens carefully to guests' needs and suggests add-ons accordingly

Proactively looks for ways to improve the guest experience and takes initiative to make changes as needed

RELIABILITY & 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 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 (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 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 (Sociability, Friendliness): 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

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