Guest Service Specialist

POSITION SUMMARY:

 

Responsible for consistently delivering a ?WOW? guest experience by being friendly, personable, and genuinely caring that the guest visit exceeds their expectations.  Performs primarily ?front of restaurant? workstations to ensure guest orders are accurate, timely, and of high quality; secondary duties may include assisting ?back of restaurant? workstations as needed.

 

KEY DUTIES/RESPONSIBILITIES:

 

External Service: Models a ?guest comes first? attitude; has a genuine smile, and displays a friendly and positive spirit; appreciates guests and makes them feel welcome; is always polite and courteous.  Listens and communicates clearly with guests in English or primary language spoken in area of restaurant location.  Ensures the timeliness, quality, and accuracy of all orders; conveys a sense of urgency.  Handles guest complaints effectively using the C.A.R.E. Model ? courtesy, apology, resolution, extra effort.

 

Internal Service: Gets along well with other team members and always shows care and respect; demonstrates behaviors that provide for a fun, friendly, clean and safe environment; ensures personal and uniform cleanliness; helps and compliments other team members; makes new employees feel welcome and helps train employees as assigned. 

 

Operating Workstations: Follows JIB procedures and standards in performing all workstation activities.

 

Dine In ? Immediately acknowledges and welcomes guests at the front counter; takes and clarifies orders, assists guests with menu selection as appropriate; enters order in system, collects money, and makes change; directs guests to self-service drink station; makes sure that guests receive requested condiments; always thanks guests for coming in.  Assembles order, works with back-up position to ensure order is prepared timely and accurately, personally hands order to guest.  Maintains cleanliness and stocking of the counter area.

Drive-Thru - Immediately acknowledges and welcomes guests via the speaker box; takes and clarifies orders, assists guests with menu selection as appropriate; enters order in system, collects money, and makes change; tells guest the status of order before turning back from drive-thru window; always thanks guests for visiting JIB.  Assembles order, prepares drinks or works with back-up position to ensure order is prepared timely and accurately, personally hands order to guest.  Maintains cleanliness and stocking of drive-thru area.

 

SKILLS/QUALITIES:

 

Customer (Guest) Focus: Focuses on providing service to guests and ensuring a hassle free experience.  Is friendly  and comfortable engaging in conversation with guests; makes guests feel welcome; has the ability to ?read? the guests (i.e., facial expressions, body language, tone of voice, etc.) and provides service to meet their needs.

 

Commitment: Enjoys working in a fast-paced, high energy, and team-oriented environment; is enthusiastic about working for JIB.  Ability to follow instructions and comply with Company standards.  Willingly accepts feedback from management and other team members. Is dependable and reliable.

 

Team Skills:  Is a good team player; always treats others with care and respect.  Has a positive ?can do? attitude and is always willing to help others and ask for assistance if needed.

 

Fundamental Skills:  Ability to quickly learn new tasks and ask questions if procedures aren?t clear; understands the importance of following procedures and complying with standards, and ensures tasks are performed correctly. Demonstrates basic mathematical aptitude and appropriate reading comprehension.

 

Work Ethic:  Has high ethical standards; demonstrates integrity and honesty. Is productive and focused.

 

Personal Appearance:  Willingly accepts and complies with Company grooming and appearance standards, which includes no extreme styles (i.e. facial piercing, visible tattoos, hairstyle, excessive make-up, etc.).  Practices good personal hygiene and ensures uniform is clean and neat.

 

 

QUALIFICATIONS:Education ? Attending High School or graduate of High School/GED/foreign equivalent preferred.  Continuing commitment to education and/or learning new skills.Experience ? Work experience in the restaurant environment or customer service-related field helpful.Knowledge/Skills/Abilities - Must be at least 16 years old.  Understands and communicates clearly in English, may require ability to speak another language based on location of restaurant.  Ability to read and understand written English, perform basic math (add, subtract, multiply); perform multiple tasks at once; and work effectively in a team environment. Physical Requirements ? Able to stand and walk approximately 90%-95% of shift; ability to lift and carry 15-25 lbs.  Ability to listen to guests? orders, operate a cash register, and read video monitors.  Ability to move freely throughout the restaurant.

 

 

REASONABLE ACCOMMODATION:

 

Jack in the Box Inc. will make reasonable accommodations to allow a qualified individual with a disability to enjoy equal employment opportunities and to perform the essential functions of the job. This position description should be applied accordingly.