Possesses a passion for service, is knowledgeable of menu items, and is prepared to proactively customize the dining experience to the 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 the Guest wants and customize the service to meet those expectations.
Promptly and accurately takes food and beverage requests from Guests.
Ensures expedient service of food and beverages to the Guest.
Frequently checks up on the Guests and uses visual cues to provide silent service as appropriate.
Learn menu and beverages, expertly recommends and upsells on items.
ID all Guests ordering alcoholic beverages who appear to be 40 years old or younger.
Follows all Fridays Service Style Standards.
Accurately rings all orders into the POS system while simultaneously interacting with Guests when applicable.
Practices conversational ordering by mentioning current promotional features.
Exercising standards of Responsible Service of Alcohol
MEASURES OF SUCCESS
Consistently fulfill the Key Responsibilities and Accountabilities above
Performance rating meets/exceeds company standards
Guest satisfaction scores
Meeting all key metrics outlined in the MyPerformance scorecard
Must be able to deliver plates and food and clear tables
Must be able to lift 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
Must be able to read and write
Must be able to stand and walk during entire shift
Must be able to reach, bend, stoop and wipe counters/tables
PASSION FOR THE GUEST - Creates a seamless Guest experience, welcoming the Guests, and enthusiastically meeting their needs.
Creates a strong first impression promptly greeting Guests.
Pays attention to details; remembers names and favorites of regular Guests.
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.
Makes the bar an attractive and exciting place to visit.
Establishes a strong rapport with all Guests to create fans and repeat business.
Shows awareness of Guest needs and expectations; prevents problems before they occur.
COMMUNICATION - 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 - Keeps it fun and keeps it real; seeks opportunities to sell others on the whole brand experience.
Demonstrates a unique, lighthearted style that is personal and memorable.
Listens carefully to Guests' needs and suggests add-ons accordingly.
Possesses contagious energy that translates to Guests and Team Members.
Knows drinks and menu items and is able to speak knowledgeably to make personal recommendations.
Grows the business and expertly upsells menu items where appropriate.
Proactively looks for ways to improve the Guest experience and takes initiative to make changes as needed.
Enthusiastically promotes the brand and menu items.
RELIABILITY & ACCOUNTABILITY - 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 - 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 - 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.