Job Description

The Servers primary responsibility is to provide friendly, efficient, accurate and responsive service to create a memorable experience for our guest and for our pickup and third-party delivery customers. In addition to the server role, this position also covers as a To-Go-Lead and Host.

­­­­­­­­­­­­­­­­­­Server

• Understand our “You First” mission; demonstrate a “You First” attitude with customers, co-workers and management throughout shift
• Work as part of a team and help fellow employees at every opportunity to ensure a memorable experience for our customers is consistently provided
• Successfully execute the “5 Steps of Service” and “Ten Commandments”
• Treat customers in a respectful, courteous and equitable manner
• Welcome and greet customers
• Inform customers of seasonal specials and/or menu changes
• Answer questions regarding the menu, food/beverage preparation, recipe ingredients, allergens, etc.
• Handle special customer requests such as separate checks, etc.
• Take food and beverage orders from customers; properly use the Point of Sale System (POS) to record orders
• Serve food and beverages to customers in a timely and courteous manner using and following reference points
• Exercise “Veto Responsibility” when picking up food from the kitchen for delivery to customers
• Maintain cleanliness and organization in service areas
• Check with customers to ensure that they are enjoying their meal and take action to solve any problems
• Anticipate the needs of customers and respond promptly to any requests or concerns
• Ensure accuracy of customer check and promptly present check to customers approximately halfway through their meal
• Ensure tables are bussed and set for customers, with routine assistance from Bussers, Hosts and other co-workers
• Thank customers and invite them to return
• Accurately report all tip income on a daily basis
• Check customers' identification to ensure that they meet minimum age requirements for consumption of alcoholic beverages in restaurants that serve alcohol.

To-Go-Lead

• Understand our “You First” mission; demonstrate a “You First” attitude with customers, co-workers, and management throughout shift
• Work as part of a team to ensure a memorable to-go experience is provided for all pickup and third-party delivery customers
• Treat customers in a respectful, courteous, and equitable manner
• Ensure all pickup and third-party delivery orders are safely prepared and packaged following all FDA, Health Department & First Watch food handling practices
• Verify all pickup and third-party delivery orders are accurate and double checked, with all condiments and beverages included, before the orders are bagged and staged in the designated pickup area
• Maintain cleanliness and organization in all designated pickup areas, order preparation and service areas
• Verify all to-go items are made according to First Watch recipe specifications and quality assurance standards
• Verify printed order chits for accuracy and ensure tamper seals are properly utilized for all third-party delivery orders
• Ensure all pickup and delivery orders with multiple bags are numbered (1 of 3, 2 of 3, etc.)
• Answer questions regarding the menu, food/beverage preparation, recipe ingredients, allergens, etc.
• Handle special customer requests such as allergies or other order modifications
• Fulfill all “phone-in” to-go orders and stage in the designated pickup area
• Package, organize and stage pickup and third-party delivery orders in a timely and courteous manner
• Effectively communicate with Helm and exercise “Veto Responsibility” when packaging to-go orders
• Take action to solve any pickup and third-party delivery customer complaints (refunds, missing items) and respond promptly to any requests or concerns
• Troubleshoot pickup and third-party delivery issues as they arise
• Thank customers and invite them to return
• Accurately report all tip income on a daily basis

Host

• Welcome and greet customers. Make all our customers feel comfortable and let them know you’re there to personally take care of them
• As often as possible, open the front door for customers entering or leaving the cafe
• When immediate seating is limited, record customer names and number of people in party
• Call out name and number of party when tables become available
• Run the waitlist for customers and provide customers with estimated waiting time
• Accommodate special seating requests for customers whenever possible
• Seat customers based on customer preferences and balancing of customer flow in service stations
• Upon seating, offer customers a menu and inform them of their server’s name
• Inspect table for proper presentation and completeness
• Relay messages to servers and bussers as needed
• Thank customers as they leave and invite them to return
• Perform side work at the start and end of each shift as required by service station assignment
• Maintain clean service areas
• Be ready and willing to assist servers as situations arise
• Be ready and willing to assist bussers with clearing and resetting tables
• Interact with waiting customers, and while seating customers
• Maintain the cleanliness of the customers’ waiting area
• Seat customers evenly throughout the restaurant except in the event of customer request
• Bring menus, silverware, boosters, chairs, etc. to the table, while seating customers
• Answer the telephone in a prompt and curious manner
• Take “to go” orders
• Operate the POS/cash register
• Make a conscious effort to foresee any special items a customer may require
• Assists with accommodation of special customer needs
• Perform end-of-the-day duties
• If qualified and requested to do so, fills in as a Manager in FOH on a temporary basis, performing management duties typically handled by a Manager, including supervision of other FOH employees
• Accurately reports tip income on a daily basis
• Perform other duties as assigned

Additional Responsibilities

• Perform on a regular basis a variety of tasks contemporaneously with the duties involving interaction with and direct/indirect service to customers (including, but not limited to, brewing coffee/tea, refilling ice, rolling silverware, sweeping service areas) or as directed by management.
• May be designated to come in for a reasonable amount of time immediately before the restaurant opens or to stay immediately after the restaurant closes for a reasonable amount of time to assist with opening/closing duties for shift readiness and other assigned tasks.
• Perform other duties as assigned in support of successful/efficient restaurant operations and customer service.
• To-Go-Lead are expected to assist in the Expo window to help organize orders for dine-in customers.