Host / Hostess at American Pub, LLC – Saint Louis, Missouri

Role Purpose
To present a positive first impression of TGI Friday's friendliness, excellent service and high standards. To greet Guests upon arrival, ensure Guest dining experience is excellent and to bid Guests farewell as they leave.

Key Responsibilities & Accountabilities

Greet incoming and departing Guests warmly

Seat Guests in the bar or dining area and ensure a smooth handoff to the service staff.

Promptly answer incoming calls to the restaurant and provide appropriate service.

Manage the flow of Guests into the Dining and Bar areas, provide accurate wait times to incoming Guests if appropriate

Entertain the wait with Fun, Food and Beverage.

Tend to special Guest needs and requests. • Following all relevant brand standards for service

Food, Beverage and Experience.

Key Decisions
Influences

Identifying and handling special needs or requests from Guests

Ensuring expedient seating of Guests

Seating Guests in bar area or dining area

Measures of Success

Following TGI Friday's checklist for greeting and seating of Guests

Consistently fulfill the Key Responsibilities and Accountabilities above

Guest satisfaction scores

Qualification Requirements

Friendly and outgoing by nature

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 W/Ws, Bussers, Managers, etc.

Must be able to hear well in a loud environment in order to answer telephone and respond to Guest requests

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