Hostess/Waitress

Description

Job Summary: Deliver exceptional and authentic service while supporting the daily operations of the Sandwich Shop to ensure consistent quality and customer satisfaction. Key Highlights: 1. Friendly, prompt, and authentic customer service 2. Daily operational support and quality assurance 3. Professional development and continuous training Position **Service Ambassador – Sandwich Shop (SSH Service Crew)** **Reports to:** Sandwich Shop Leader (SSH Leader) **Location:** Polanco Branch **Schedule:** Shifts from 12:00 pm to 9:00 pm or from 1:00 pm to 10:00 pm, with possible extension of working hours for events or operational requirements. **Rest Day:** Rotating rest day assigned between Monday and Wednesday. **Salary:** $9,459\.60 monthly plus **weekly tips** (approximate average of $2,000\). **Benefits:** * Statutory benefits and additional perks * Staff cafeteria service * Life insurance * Access to the **Total Pass** app Job Objective Provide every customer with an outstanding service experience through friendly, prompt, and authentic interactions, consistently representing BBQ brand’s hospitality values. Additionally, support the Sandwich Shop’s daily operations by ensuring correct food preparation, presentation, and delivery, as well as adherence to quality, cleanliness, and organization standards—contributing to team performance and customer satisfaction. Key Responsibilities 1\. Customer Service and Experience * Greet, serve, and bid farewell to customers with a cordial and enthusiastic attitude, embodying the brand’s service culture. * Recommend menu items, add-ons, or promotions to drive sales. * Verify that orders are complete, well-presented, and delivered within the designated time frame. * Address customer inquiries, feedback, or issues with empathy and promptness. 2\. Operations and Service Support * Assist in assembling, preparing, and packaging orders, visually inspecting quality prior to delivery. * Maintain workstations and service areas clean, organized, and in proper condition. * Collaborate on opening and closing activities—including cleaning, restocking supplies, and recording operational tasks. 3\. Payment Processing and Digital Platforms * Register orders and process payments in the **Revel** system according to established procedures. * Support administration of orders from third-party delivery platforms such as **Uber Eats** and **Rappi**, ensuring accuracy for each order. * Report any system incidents or malfunctions to the area leader. 4\. Brand Standards and Culture Compliance * Adhere to personal appearance policies and proper uniform usage. * Apply hygiene, safety, and sanitation standards in the workplace. * Collaborate with the team to achieve customer satisfaction and operational efficiency goals. * Participate in internal training and development programs. Performance Indicators (KPIs) * Results from customer service evaluations and **Mystery Shopper** assessments. * Compliance with cleanliness and workspace presentation standards. * Positive customer reviews on digital platforms and social media. * Accuracy in order registration and payment handling. * Active participation and collaborative attitude within the team. Systems and Tools * **Revel:** order registration, payment processing, and shift closure. * **Delivery platforms:** order tracking and dispatch. * **Microsoft 365:** internal communication and access to training materials. Key Skills * Positive attitude and customer service orientation. * Ability to create satisfying customer experiences. * Clear and effective communication. * Teamwork and cooperation. * Organization and attention to detail. * Adaptability and willingness to learn. Job Requirements * **Education:** Completed or ongoing high school diploma (preferred). * **Experience:** Minimum 1 year in customer service, restaurants, or fast food. * **Languages:** Basic English desirable. * **Knowledge:** Customer service, suggestive selling, and hygienic food handling. * **Tools:** Proficiency in Revel, delivery platforms, and Microsoft 365\. * **Work Schedule:** 9 hours per day, 6 days per week. * **Tips:** Participation in weekly tip pool. Workplace: On-site employment