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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 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 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.

• 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.

KEY DECISIONS 

Influences: 

• Guest experience

• Exercising standards of Responsible Service of Alcohol

MEASURES OF SUCCESS 

• Consistently fulfill 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 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

COMPETENCIES PASSION FOR THE GUEST – Creates a seamless Guest experience for by being the face of the door, 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 Friday’s 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 TGI Fridays experience.

• Demonstrates a unique, lighthearted style that is personal and memorable.

• Listens carefully to Guests’ needs and suggests add-ons accordingly.

• Possesses a contagious energy that translates to Guests and Team Members.

• Knows TGI Fridays 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 TGI Fridays 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.