Server

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