Server

Role Purpose

Sets places at dining tables, takes orders, serves food and drinks, answers inquiries about menu and attends to wishes of Guests, as well as suggestively selling food and drinks.

Key Responsibilities & Accountabilities

• Greets Guests, builds rapport, and ensures an enjoyable, quality dining experience
• Build rapport. Ask questions to identify the experience the Guests wants.
• Promptly and accurately takes food and beverage requests from Guests
• Ensures expedient service of food and beverages to the Guest, checks frequently to ensure everything is to the Guests’ specifications
• 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.
• Following all relevant brand standards for service
• Accurately rings all orders into the POS system

Key Decisions

Influences

• Guest experience
• Exercising standards of Responsible Service of Alcohol

Measures of Success

• Consistently fulfill the Key Responsibilities and Accountabilities above
• 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, which may require lifting 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

Competencies

PASSION FOR THE GUEST (Friendliness, Hospitality): consistently delivers service in a fun, friendly and engaging way

• 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
• Creates a strong first impression by greeting each guest with a smile and a spirited, positive attitude
• Establishes a strong rapport with all guests to create Friday’s fans and repeat business
• Pays attention to details; remembers names and favorites of regular guests
• Shows awareness of guest needs and expectations; prevents problems before they occur
• Investigates guest complaints and resolves them immediately and thoroughly to the guest’s satisfaction

COMMUNICATION (Sociability, Friendliness): 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 (Drive & Energy, Salesmanship): keeps it fun and keeps it real; seeks opportunities to sell others on the whole TGI Friday’s experience

• Demonstrates a unique, lighthearted style that is personal and memorable
• Shows guests and team members that he/she genuinely enjoys the job
• Possesses a contagious energy that translates to guests and team members
• Enthusiastically promotes the TGI Friday’s brand and menu items
• Grows the business and expertly upsells menu items where appropriate
• Listens carefully to guests’ needs and suggests add-ons accordingly
• Proactively looks for ways to improve the guest experience and takes initiative to make changes as needed

RELIABILITY & ACCOUNTABILITY (Acceptance of Authority, Dependability): 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 (Stress Tolerance, Dependability): 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 (Sociability, Friendliness): 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