Host

Host(ess)

ROLE PURPOSE

To present a positive first impression of TGI Fridays 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 with a genuine smile and eye contact. Uses visual cues to seat Guests in either the bar or dining area depending on their preference. Inform Guest of current promotion and who will be serving them to 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. Tend to special Guest needs and requests. Follow all relevant brand standards to deliver Fridays Service Style. Be observant to Guests’ needs throughout dining experience to ensure they receive high quality service (e.g., notice a drink refill is needed while seating another Guest and ensuring the drink is refilled prior to returning to the door).

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: Follow Fridays Service Standards for greeting Guests Consistently fulfill 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 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 to answer telephone and respond to Guest requests Must be able to walk and stand during entire shift Must be able to reach, bend, stoop, and wipe Must be able to carry trays or supplies (10-30 lbs.)

PASSION FOR THE GUEST

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, welcome and appreciated. Makes the bar an attractive and exciting place to visit. Establishes a strong rapport with all Guests to create Friday’s fans and repeat business. Shows awareness of Guest needs and expectations; prevents problems before they occur.

COMMUNICATION

Communicate in an open, sincere manner to build rapport with Guests and Team Members. Share information with others to raise awareness of potential needs and concerns. Keep interaction positive and productive; avoid conveying negative messages. Respond positively to conflict situations and work to find appropriate solutions. Listen carefully and attentively to others without interrupting. Ask thoughtful questions to ensure proper understanding of the message being conveyed. Contribute to pre-shift meetings by providing relevant updates and asking appropriate questions.

FLAIR & SALESMANSHIP

Demonstrate a unique, lighthearted style that is personal and memorable. Listen carefully to Guests’ needs and suggest add‑ons accordingly. Possess a contagious energy that translates to Guests and Team Members. Know TGI Fridays drinks and menu items and speak knowledgeably to make personal recommendations. Grow the business and expertly upsell menu items where appropriate. Proactively look for ways to improve the guest experience and take initiative to make changes as needed. Enthusiastically promote the TGI Fridays brand and menu items.

RELIABILITY & ACCOUNTABILITY

Consistently arrive to work prepared and ready for the shift. Ensure all responsibilities are fulfilled before ending his/her shift. Make yourself available to take on additional shifts and/or responsibilities. Set the standard by adhering to established rules and guidelines. Organize tasks in order of priority to ensure timely and thorough completion. Admit mistakes and take prompt action to correct them. Hold self and others accountable for delivering consistent quality results.

FLEXIBILITY & STRESS TOLERANCE

Respond quickly to changing needs and adapt as necessary to meet new challenges. Display a positive, confident attitude for tackling new challenges and initiatives. Handle multiple tasks without becoming visibly overwhelmed or flustered. Easily adjust to meet changing demands and new responsibilities. Promptly anticipate and react to potential Guest needs and problems. Dive into peak service situations with energy and ease. Respond calmly to problems and control emotional reactions. Handle yourself in a professional manner at all times.

TEAMWORK & COLLABORATION

Recognize the importance of working together to accomplish goals. Actively promote cooperation, respect, and acceptance of all Team Members. Establish 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. Reach 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. #J-18808-Ljbffr TGI Fridays