Host(ess) Ambassador

Job Summary

We are seeking a highly skilled and charismatic Host(ess) to join our team at TGI Fridays. As a Host(ess), you will be the first point of contact for our guests, setting the tone for an exceptional dining experience.

Key Responsibilities

• Greeting and Seating
  • Welcoming guests upon arrival and ensuring they are seated promptly and efficiently.
  • Using visual cues to seat guests in either the bar or dining area, depending on their preference.
• Guest Communication
  • Informing guests of current promotions and who will be serving them to ensure a smooth handoff to the service staff.
  • Promptly answering incoming calls to the restaurant and providing appropriate service.
• Flow Management
  • Managing the flow of guests into the dining and bar areas, providing accurate wait times to incoming guests if necessary.
  • Tending to special guest needs and requests.
• Brand Standards
  • FOLLOWING all relevant brand standards to deliver Fridays Service Style.
  • Being observant to guests' needs throughout the dining experience to ensure they receive high-quality service.

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

• FOLLOWING Fridays Service Standards for greeting guests.
• Consistently fulfilling 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 being able to understand requests for assistance.
• Must be able to clearly communicate guests' needs to wait staff, bussers, managers, etc.
• Must be able to hear well in a loud environment in order to answer the telephone and respond to guest requests.
• Must be able to walk and stand during the entire shift.
• Must be able to reach, bend, stoop, and wipe.
• Must be able to articulate clear greetings and farewells to guests.
• Must be able to understand requests for assistance.
• Must be able to carry trays or supplies (lbs.).

Competencies

Passion for the Guest – Creates a seamless guest experience by being the face of the door, welcoming guests, and enthusiastically meeting their needs.

• Creates a strong first impression by 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 Fridays 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.