Job Summary: The Front of House Associate is responsible for providing exceptional customer service to our guests, warmly welcome them to the restaurant, take orders, provide cleaning support to the lobby, manage incoming phone calls, organize, and ensure accuracy of guest orders and communicate all information effectively to entire team.
Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Safety Statement: All employees shall follow safe practices according to the Injury and Illness Prevention Policy (IIPP), render every possible aid to safe operations, and report all unsafe conditions or practices immediately to any management employee or Human Resources.
Essential Duties and Responsibilities:
Guest Services
- Welcome guests in a warm and friendly manner both in the restaurant and on the phone.
- Provide information to guests about the menu’s food and beverage offerings.
- Incorporate selling techniques for food and beverage specials as well as other targeted promotions.
- Take accurate orders using the Point of Sale (POS) system and process credit card, gift card and cash payments.
- Handle and reconcile cash by managing receipts and cash transactions.
- Keep the station clean, organized and stock items necessary to execute the job.
- Respond to guest inquiries and requests in a timely, friendly, and efficient manner.
- Build relationships with the guests as they dine at the restaurant.
- Communicate with staff and managers about guest needs; understand and follow Gott’s allergen policies and procedures.
- Be confident in taking the lead in any guest issues that may arise during your shift and communicate these to your manager immediately.
- Maintain a composed, professional, and calm demeanor.
- Follow established tip handling procedures.
- Deliver beverage and food orders to the guests with enthusiasm.
- Follow the restaurant Standard Operating Procedures.
- In a professional manner, greet and complete pick up for phone and online customer orders. Confirms the accuracy of the order prior to handing over to the delivery driver.
- Provide responsible and knowledgeable alcohol service where appropriate, check IDs for alcohol purchases and complete the necessary service training to know the rules of alcohol service.
- Following Gott’s recipes to make exceptional house beverages including, shakes, lemonades, and tea.
Assist in Restaurant Upkeep
- Keep all areas clean and tidy re Health and Safety Standards and always look presentable to the guest.
- Dish management.
- Assist with ensuring the cleanliness of sidewalks, trash areas, parking lots and restrooms.
- Perform opening and closing cashier, bar, and service areas.
- Ensure that the areas are left clean and presentable at the end of each shift.
- Assist fellow team members with additional job duties as business dictates and is required.
- Help fellow team members wherever necessary to maintain positive working relationships.
- Assist with side work including, but not limited to, cleaning, stocking, sauce, and food item portioning.
- Maintain cleanliness of work areas throughout the day by clearing, collecting, and returning food and beverage items to proper areas.
- Inspect cleanliness and presentation of all glassware.
- Clear tables.
- Properly sanitize all high-touch areas of the restaurant and inform management of all safety and/or sanitation hazards.
Important Service Standards for Restaurant Operations:
- Always show up to work on time, on the correct day, and dress appropriately for shift - following company Uniform Standards.
- Be prepared to work hard with a smile!
- Know what is going on and what your duties entail while on shift.
- Always have high expectations for service levels; a can-do attitude, positive communication and be a team player.
- Other duties to ensure the successful operation of the restaurant, as assigned.
Supervisory Responsibilities: N/A
Front of House Associate Preferred Qualifications
Education/Experience:
- High School diploma or GED
- Minimum 6 months customer service experience.
- Restaurant service background and experience.
Other:
- CA Food Handlers Certification required.
- Must wear close-toed, non-slip shoes.
Knowledge, Skills & Abilities:
- Communicates well in English.
- Ability to work in high paced work environment.
- Ability to Multitask.
- Ability to focus for an entire shift.
- Trouble shooting and prioritizing skills.
- Able to lift and carry up to 25 lbs.
- Must be able to work weekends and holidays
- Friendly, welcoming personality.
- Clear, effective verbal communication skills.
- Attention to Detail
Physical Demands:
N (Not Applicable) - Activity is not applicable to this occupation.
O (Occasionally) - Occupation requires this activity up to 33% of the time (0-2.5 + hrs/day)
F (Frequently) - Occupation requires this activity from 33% - 66% of the time (2.5-5.5 + hrs/day)
C (Constantly) - Occupation requires this activity more than 66% of the time (5.5 + hrs/day)
Stand-C, Walk-C, Sit-O, Handling/Fingering-F, Reaching Outward-O, Reaching Above Shoulder-O Climb-N, Crawl-N, Squat or Kneel-O, Bend-F, Working at the Computer-F
Lift/Carry
Push/Pull
Other Physical Requirements
10 lbs or Less
O
12 lbs or Less
O
Vision (Near, Distance)
11 lbs to 20 lbs
O
13 lbs to 25 lbs
O
Sense of Sound (i.e. kitchen equipment sounds)
21 lbs to 50 lbs
O
26 lbs to 40 lbs
O
Sense of Touch
51 lbs to 100 lbs
O
41 lbs to 100 lbs
O
Ability to wear Personal Protective Equipment (non-slip footwear, safety glasses, gloves)
Over 100 lbs
N
Over 100 lbs
N
Work Environment:
The work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.