Host(ess)

Host(ess) : ROLE PURPOSE:To present a positive first impression of TGI Fridays personability, excellent service, and high standards. To greet Guests upon arrival, ensure Guests' dining experiences are excellent, and bid Guests farewell as they leave. KEY RESPONSIBILITIES & ACCOUNTABILITIES:Greet incoming and departing Guests warmly with a genuine smile and eye contactUses visual cues to seat Guests in either the bar or dining area depending on their preferenceInform Guests of current promotions and who will be serving them to ensure a smooth handoff to the service staffPromptly answer incoming calls to the restaurant and provide appropriate informationManage the flow of Guests into the Dining and Bar areas; provide accurate wait times to incoming Guests if necessaryTend to special Guest needs and requestsFollow all relevant brand standards to deliver Fridays Service experienceObserve Guests' needs throughout the dining experience to ensure they receive high-quality service (i.e. notice a drink refill is needed while seating another Guest and ensuring the drink is refilled prior to getting back to the door) KEY DECISIONS:Influences:Identifying and handling special needs or requests from GuestsEnsuring expedient seating of GuestsSeating Guests in the bar area or dining area MEASURES OF SUCCESS:Follow Fridays Service Standards for greeting GuestsConsistently fulfill the Key Responsibilities and Accountabilities aboveGuest satisfaction scores QUALIFICATION REQUIREMENTS:Must be able to carry natural conversations with Guests without sounding scripted or intrusiveMust be able to read menusMust be able to articulate clear greetings and farewells to Guests, as well as be able to understand requests for assistanceMust be able to clearly communicate Guests' needs to W/Ws, Bussers, Managers, etcMust be able to hear well in a loud environment in order to answer the telephone and converse with Guests and staffMust be able to walk and stand during an entire shiftMust be able to reach, bend, stoop and wipeMust be able to carry trays or supplies (10-30lbs ) COMPETENCIES:PASSION FOR THE GUEST – You create a seamless Guest experience by being the face of the door, welcoming the Guests, and enthusiastically meeting their needs.Create a strong first impression with your initial greetingPay attention to details; remember names and favorites of regularsMake a difference by personalizing service to exceed Guest expectationsGo above and beyond to establish a personal connection with Guests to make them feel warm, welcome, and appreciatedMake the bar an attractive and exciting place to hang outEstablish a strong rapport with all Guests to create Fridays fans and repeat trafficShow awareness of Guest needs and expectations by preventing problems before they ariseCOMMUNICATION – You keep the lines of communication positive, open, and productive.Communicate in an open, sincere mannerShare information with others to raise awareness of potential needs and changesKeep interaction positive and productive; avoid conveying negativityRespond positively to conflict situations and works to find appropriate solutionsListen carefully and attentively to others without judgmentAsk thoughtful questions to ensure proper understanding of messages being conveyedContribute to pre-shift meetings by providing relevant updates and asking appropriate questionsFLAIR & SALESMANSHIP – You keep it fun and keep it real; you seek opportunities to sell others on the whole TGI Fridays experience.Demonstrate a unique, lighthearted, style that is personal and personableListen carefully to Guests' needs and suggests add-onsPossess contagious energy that translates to Guests and Team MembersKnow TGI Fridays drinks and menu items and are able to speak knowledgeably to make personal suggestionsGrow the business and expertly upsells menu items when applicableProactively looks for ways to improve the Guest Experience and takes initiative to make changes as necessaryEnthusiastically promote the TGI Fridays brand and menuRELIABILITY & ACCOUNTABILITY – You work hard, carefully follow directions and established guidelines, and deliver quality results.Consistently arrive to work prepared and ready for the shiftEnsure all responsibilities are fulfilled before shift's endMake yourself available to take on additional shifts and/or responsibilitiesSet the standard by adhering to established rules and regulationsOrganize your tasks in order of priority to ensure timely and thorough completionAdmit mistakes and take prompt action to correct themHold yourself and others accountable for delivering consistent qualityFLEXIBILITY & STRESS TOLERANCE – You know that anything can and will happen and are willing to mix things up anyway.Respond quickly to changing needs and adapt as necessaryDisplay a positive, confident attitude for tackling new challenges and tasksHandle multiple tasks without becoming visibly overwhelmed or upsetEasily adjust to meet changing demands and new regulationsPromptly anticipate and react to potential Guest needs and requestsDive into peak service situations with energy and driveRespond calmly to problems and control emotionsHandle yourself in a professional manner at all timesTEAMWORK & COLLABORATION – You fuel an environment where everyone pitches in and gets along.Recognize the importance of working together to accomplish goalsActively promote cooperation, respect, and acceptance of all Team MembersEstablish positive and supportive working relationships with all Team Members to maintain a productive atmosphereTake on additional responsibilities to ensure proper coverage during rush timesReach out to Team Members when necessary to ensure timely completion of all tasksTake advantage of opportunities to set an example for new or inexperienced Team MembersPI0b8cc7a6fc80-30511-37627631