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As a cash/host at the Range Café, you are a very important part of our guests’ experience. Our high standards of “Guest Amazement” are maintained through the effective teamwork of our team members who share and embody our values and the desire to do the very best for our guests. During the hands-on training you will receive, you will learn about cross-team relationships and will experience other positions in order to expand and diversify your skill set. Food quality, presentation and family- friendly service are an essential part of this position. These steps of service will act as a guide and reference point for your valued position as a cashier/host at the Range Café.
DUTIES AND RESPONSIBILITIES
Eye Contact, open body language, and a genuine smile are important and effective ways to welcome our guests. You are most often the first face our guests see and should always keep in mind that we only get ONE chance to make a GREAT FIRST IMPRESSION! Always greet guests immediately upon their arrival. If you see someone in a wheelchair or some sort of mobility need, OPEN the door for them whenever possible.
Check the reservations on tablet at the beginning of your shift and make a note of the information (spot plan for any large parties). When taking request for reservations always get the manager on duty to record guests’ name, phone number, the reserved time, # in party, and any special needs (separate checks, highchairs, boosters, booths, etc.).
As a cashier/host, you have a BIG impact on the flow of the restaurant; it is your duty to seat our guests in a timely, friendly, and organized fashion. Improper seating adds unnecessary stress onto servers, bussers, cooks, dishwashers, and even our guests. Learn and follow proper rotation procedures and know the sections.
As you are seating guests, make them feel comfortable and at ease. ESCORT guests into the dining room at their pace (not yours) and engage them in natural conversation. If they stop at the dessert display, explain that all are fresh baked and/or offer some suggestions. As you are escorting them to the table (which you should already know is cleared off and ready), ask them how their day is going or something along that vein of small talk.
When you arrive to the table, wait for the guests to take a seat (pulling out a chair for a guest is a great way to amaze them), then place the menus at each setting of the table and remove any extra settings. Also, make sure to mention the specials menu. If there are children in the party, ask if a booster, highchair, or sling is required. Make sure to bring children’s menus and crayons/paper when seating parties with children. Stay present at the tableside until you have acknowledged that the customer is comfortable and let them know that their server (by name) will be right with them and to enjoy their meal.
If you seat a guest and they are not comfortable at that chosen table, offer them another. Make sure the other table is cleared and ready before relocating the guests. If the table they desire is not yet cleared, ask for a moment of their patience and clear and reset the table, explain that their comfort and full enjoyment is important to us. If this action causes you to triple or more seat a section, ask a busser to get a drink order, or inform management immediately so our guest will be taken care of. If there are two cashier/host on that shift, you should get the drink order yourself.
If all tables are full or the team leader asks to give the kitchen some time to catch up, you must go on a wait. As guests enter, greet them immediately and inform them we are on a wait. Enter their name, # in party, phone number, and any special instructions in Resy (wheelchair, highchair, sling, walker, kids’ menus, etc. and quote an accurate and ESTIMATED wait time. The time the guests entered and sat is entered automatically when they are entered on Resy. Confirm the phone number entered is accurate by having the guest check that they have received confirmation text message. Suggest that they visit the gift shop (Bernalillo) while they are waiting. Make the guests feel comfortable. Poise and composure are always important but become crucial when guests are on a wait. When a table is available, mark table ready in Resy, the guest will receive a text message. Repeat the name to them as they approach to make sure you have the correct party. Mark them as seated in Resy before walking the guest to their table.
When returning to the cash/host area after seating, walk through the dining room and pay attention. Observe our guests and develop an eye for ongoing service needs. Gather menus. You can offer a helping hand, as time permits, with refills and miscellaneous duties. When you are cash/host alone and need to quickly return to the front, you can communicate guest’s needs to other team members. Also, be aware of which tables are open and which guests are finishing up.
As a cashier/host, you are an information resource to guests. Answer guests’ questions about the restaurant, the menu, other locations, hours, restroom (escort, don’t point) directions, etc. over the phone and in person in a friendly and knowledgeable fashion. If you cannot accurately answer a question, ask for a moment from the guest so that a team leader may assist them. Find out what the answer is so that you will know in the future.
When guests come to the register to pay, ask them if they enjoyed their experience and if they would like to add any pastries or desserts to their check. Ask for their Rewards card or offer to add them to our Rewards program. Open the correct ticket (go by what’s on the check because multiples of the same table # may be open) and accept their payment. If the guest hands you cash, DO NOT PUT IT IN THE DRAWER, LAY IT ON THE COUNTER (this will avoid the possibility of being short changed) confirm the amount given with the guest before putting in cash drawer and making change. This will keep us safe from any confusion about how much the guest gave you (i.e. I gave you a $50 not a $20). Count the change back to them and ask if they would like their receipt. If a guest pays by card, make sure that they sign the store copy, and you adjust the tip before closing the ticket. Always save the store copy in an organized fashion. If they have a remaining balance on a gift card, give them the receipt that states the balance. Always thank guests for coming in and offer a genuine goodbye.
Always practice friendly and professional phone etiquette. Answer the phone promptly (within 2 rings) and politely, not in a rushed tone. Make sure you have a smile on your face, as if the guest can see you. Even though they are on the phone, they are our guests and should be properly amazed by their experience with us.
Know the menu and the proper procedure for taking to-go orders. Always repeat the order back to guests (active listening), clear up any confusion on the order before the guest hangs up, take the guests name and phone number, and quote an accurate time. Always confirm that they are coming to your specific location. Make sure the order is correct by opening each container and allowing the guest to tell you if it is acceptable and complete before the guest leaves with it. Always offer plastic ware and proper condiments with to-go orders. Mistakes on to-go orders are inconvenient to guests and thus more difficult for us to recover from. Be thorough.
Maintain a clean, organized, and well-stocked area. The front entrance and waiting area should be free of garbage and dust, the floors should be clean, the bathrooms should be clean and stocked, and the register area should be clean and organized. Make sure the cash drawer is always closed and secure.
When in the cash/host position, always stay near your post so that you can see the front door and cash register. When away from your post, make sure a team leader, pantry person, or another team member is covering the position. When there are two cash/hosts, one should stay posted up front to greet and the other should seat and walk the floor.
As guests leave, genuinely thank them, and offer a well wish.
Always embody the values of the Range Café and be an active team member in the positive culture we are creating to support our team and to reach our goal of total guest amazement. Remember you are a valued and trusted member of our team, and your success is crucial to our overall success.
Overlapping responsibilities is an understanding and working contract established to support team synergy and efficient performance for the restaurant. Defining job responsibilities for each position on the team is necessary but can also be misleading. Whenever there is time to support each other without injuring our position’s priorities, we must endeavor to do so.
Support for fellow team members reaches beyond defined position and duties. Be prepared to help fellow bussers, dishwashers, hosts, pantry, kitchen, expediters, servers, and team leaders; and benefit by expanding your knowledge, performance and skill sets for all restaurant operations.
We ALL have the same job…to provide an AMAZING experience for our guests.
QUALIFICATIONS
Customer service experience preferred but not required
Must possess, understand, and utilize a Sense of Urgency
Be able to work in a standing position for long periods of time (up to 8 hours)
Be able to communicate clearly and effectively in the predominant language(s) of our guests
Be able to multi-task
Must have exceptional grooming habits
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