Team Member

**Roles & Responsibilities**

**JOB PURPOSE**:
Our goal is to offer a fun, festive and unforgettable experience for every guest. To do this we focus our efforts on making our guests feel welcome, happy and at home, from the moment they walk through the door to the moment we say goodbye.

The role of the Service Team Member is to provide our guests with a friendly, professional and enjoyable dining experience.

**REPORTS TO**:Outlet Manager**, _Duty Manager_

**RESPONSIBLE FOR**:Guest Experience

**KEY OBJECTIVES AND TARGETS**

**Menu Guidance**

It is important for the Service Team Member to explain the menu to guests and to provide assistance with ordering and making suggestions when required. Service team members must inform guests if they have ordered too much food or if the meal is not balanced, this is done through suggesting alternative dishes. Service team members should also appropriately course the meal and inform guests as per the service training pack.

**Education & Information**

Every Loco team member must be passionate about Mexican food and drinks. For this role it is essential that you build a very good understanding of the food and drinks we are serve as well as Mexican culture, and be able to talk about it with guests if asked. You will be given a food and drinks training pack. It is essential that you study this and be ready to make really good recommendations to our guests and to answer any questions they may have.

**Sequence of Service**

To ensure we always provide amazing service to our guests, we all need to follow the same basic sequence of service. It is essential that all service team members always follow the service sequence as outlined in the Service Training Pack. This pack will help you learn our standards for welcoming and serving our guests, as well as dealing with sticky situations.

**Hospitality**

Customers need to be treated warmly and hospitably at all times. From the first moment a guest walks through the door they need to be attended to with a demeanor that portrays friendliness, comfort and professionalism. This impression needs to be made and then maintained right through their meal and upon their exit. If customers are not made to feel welcome, it is hard to encourage them to return. It is very important to always work with a big friendly happy smile & don’t forget to have fun and engage the guests.

**Your Tables & The Runners**

At the briefing prior to every shift, the Duty Manager will assign you to a section with specific tables for you to look after. The Duty Manager will endeavor to ensure that there is no overlap of assigned tables. This is to ensure we provide our guests with the best possible personalized experience and most importantly to minimize confusion. If you do happen to take an order for a table that is not assigned to you, you must inform the section owner immediately.

Ideally the food and drinks runners will pass items for your tables to you to hand to your guests. This is to ensure that we provide a professional and informed experience. Occasionally when it is busy and you may be occupied taking an order for another table, the runner, for practical reasons, may drop food directly to the table. Please keep an eye out for this, and remind the runner to keep you informed. It is your responsibility to keep track of ordered and delivered items.

**Cashier**

Cashiers are Senior Service Team members who have been given additional responsibilities to settle guest bills. If you are selected to be a Cashier, you will be given formal training and the Cashier SOP by your Outlet Manager.

**Team Leaders**

Team leaders are senior service team members who have been given additional responsibilities by the Outlet Manager. Each responsibility will be clearly defined in a SOP, which will be given to you by a manager along with formal training. Managers will also carry out regular checks on these responsibilities to ensure you are not facing any issues.

Examples of additional duties may be (but not limited to): stock taking of operational items, flower arrangements, opening set up duties, closing duties, maintenance of specific items.

**MEASURING PERFORMANCE**

**Customer Requests**

It is very important to always maintain awareness of your guests and try to continually monitor and anticipate guest needs before they occur. The best way to do this is to continually do the "circuit". Always look up and around for guests in need and most of all be accessible and in view of your guests.

**Customer Feedback**

It’s very important to check back on your guests to ensure they are having the best possible experience and so we can identify any issues that we can rectify before its too late. Make sure as soon as you are aware of any issues that you let the manager in charge know.

It is also important that you remind the guests to fill out the feedback form at the end of their meal, as it is a great way for us to receive feedback and improve.

**DUTIES AND RE