Server- #2635 Universal Studios

TGI Friday's in Orlando, FL

  • Industry: Hospitality - Food Services - Others
  • Type: Full Time
position filled

ROLE PURPOSE


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.

KEY DECISIONS


Influences:

  • Guest experience
  • 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

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, 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, welcomeand 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.
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