JOB TITLE

POKE Service Lead (FOH)

REPORTS TO

GM, KM or AGM of store

WAGE RANGE

$15-16 per hour + daily cash tips

POSITION SUMMARY

The Poke Service Lead assists in leading the FOH team on delivering fast, friendly, efficient, and accurate service to guests. Positively leads the team in a faced paced environment greeting and engaging with guests, taking orders accurately, and serving from the Poke display case. Provides excellent customer service (to both internal & external customers) and creates a positive work environment with all members of the team. This position requires a self-starter that takes initiative and thrives in a high-pressure, fast-paced environment. This is a hands-on working position that in addition to prepping, stocking, and various cashier duties, they provide leadership support and assistance to both FOH and BOH operations as required. The lead manages and ensures all employees maintain the highest standard of food safety, food sanitation, and food quality.

POSITION RESPONSIBILITIES/DUTIES

• Behave and act as a leader and owner of the business serving as an extension of ownership.
• Creates a positive first impression and first point of contact with guests; welcomes guests as they arrive and coaches the FOH counter service staff to emulate this behavior.
• Maintains a friendly and enthusiastic attitude with a passion for helping guests and working as part of a team.
• Leads the pre-opening store duties ensuring everything is ready and on time at opening. Deli Case full, labeled, and complete, POS functioning, cash till counted and full, scales operational and tags full and loaded, tape dispensers loaded, stocking of notepads, pens, toothpicks, sample cups, deli containers and lids, retail bags stocked, and ambient music is on 10 mins prior to store opening.
• Works with store management on daily staff station assignments as well as executing on a smooth break schedule.
• Communicates with store management on stock needs to FOH operations and retail supplies.
• Walks store prior to opening and throughout the shift ensuring all refrigerators are clean, stocked, and functioning.
• Explains to guests the PE concept of ordering from the seafood display case.
• Engage with the customer by creating casual conversation, and offering samples based on guest requests.
• Scoops Poke to guests desired weight. Packages for weighing and labeling.
• Fosters and develops relationships with the team that delivers on guest service, team relations and team cooperation.
• Upsells products throughout the guest engagement process; drinks, rice, snacks, baked goods applicable to the order.
• Scales all Poke containers with correct PLU codes and ensures accuracy.
• Ensure proper condiments and sauces are provided based on Poke selections.
• Maintains a high level of awareness and accuracy as it pertains to financial responsibility and asset management.
• Has knowledge of all menu items, ingredients, and specials and provides suggestions to our guests.
• Participates in organizing and stocking of inventory supplies such as beverage & retail items, paper goods, food items and ingredients, as well as any operational store needs.
• Always maintains a clean and organized work service area and maintains a strict standard of personal safety and sanitation within the store. Monitors food temperatures within display case and ensures food service glove changes as outlined in CCHD guidelines.
• Communicates in advance of needing additional product with BOH Mixing staff. Fosters a culture of partnership between FOH and BOH staff, respecting each other's responsibilities.
• Oversee cashier duties as assigned and ensure proper cash handling in the store. Supervises accurate processing of payments, managing cash, and handing input transactions at the POS register.
• Identifies and resolves guest related questions or concerns and escalates to store management as necessary for additional support when unable to resolve with the customer in the moment.
• Ensure store equipment is functional daily and operates properly; reports to store management when issues arise.
• Proactively seeks guest feedback when opportunities present themselves to ensure we are meeting and exceeding guest expectations to the highest level of satisfaction.
• Assists with monthly inventory duties as assigned.
• Pays close attention to details, assisting with light janitorial duties to keep the store in order such as mopping floors, keeping trash receptacles empty, and dusting shelving displays.
• Promote rewards program; explains the benefits included in the program and how it works (phone number).
• Answers telephones taking orders and acts as a goodwill ambassador of the brand.
• Takes catering orders, coordinates with BOH, including payment, and details of the order to ensure accuracy.
• Supervises closing responsibilities including collecting of register cash, tips, employee meal and discount receipts, to be included in cash-out paperwork that is returned and stored safely and securely in the office with the manager on duty.
• Performs other functions as needed.

What are we looking for? Motivated high-performing team members who are willing to roll up their sleeves and approach the business like it's their own. Someone who wants to be part of something special that respects those they work with and wants to see others grow and succeed. Demonstrates pride and passion in all their actions. Loyal and trustworthy individuals. Poke Express may perform criminal background checks on leadership candidates. Candidates will need to be authorized to work in the US as defined by the Immigration Act of 1986. Poke Express uses E-Verify to confirm the eligibility of all newly hired employees to work in the United States. For more details on E-Verify visit e-verify.gov.

KNOWLEDGE, SKILLS, ABILITIES

Ø Ability to work varied shifts, including weekends and holidays Ø Ability to function well under pressure, manage multiple priorities, and complete pre-and post-station set-up. Ø Must possess mature personal discretion and sound judgment Ø Strong guest service abilities, sound judgment, problem solving and decision-making skills Ø Excellent organizational skills, with attention to quality and detail Ø Interpersonal skills to deal effectively with various types of customers. Ø Professional appearance and demeanor Ø Ability to work independently, with little oversight and direction. Ø Willingness to work and succeed in a fast-paced environment and stay calm under pressure Ø General analytical skills and cash handling knowledge. Ø Highly Organized Ø Strong communication skills. Written and verbal Ø Able to understand, speak and follow written and verbal instruction in English Ø Ability to demonstrate discretion and leadership in complex team member relations matters. Ø The ability to stay positive and calm under pressure. Ø A strong work ethic and a desire to learn and grow Ø Ability to multi-task and have a great sense of urgency with changing priorities Ø Work independently as well as in a team environment Ø Follow Company Budgets and established goals Ø Ability to support and partner with the General Manager of the store speaking as one voice with common goals in mind

REQUIRED EDUCATION & EXPERIENCE

Ø High School Diploma or equivalent Ø Previous entry level supervisory or management experience a plus managing a staff of 6-10 employees or more. Ø A minimum of 1-2 years hospitality, retail, or food service experience required. Ø Knowledge of Hawaiian culture and previous poke experience in a similar culinary environment preferred. Ø Strong customer service skills with previous front of house guest facing engagement experience a must. Ø Previous experience in a fast-paced casual food service and/or retail food service operation desired. Ø Familiarity with POS systems, scales, labeling, and general weights and measures. Ø SERV Safe certification and/or relative related training associated with Food Safety, and HAACP systems helpful. Ø Knowledge of local food safety standards and code a plus. Ø Ability to obtain a food service work card from the Health District. Ø Ability to communicate effectively in English, both verbal and written.

Pay:

$15.00 - $16.00 per hour

Benefits:

Employee discount Paid training Referral program Application Question(s): Have you previously worked in a Hawaiian Deli or Restaurant, Japanese Sushi or Asian style sushi bar or restaurant? If yes how long and what did you do there?

Experience:

supervisor or lead customer service: 1 year (Required)

License/Certification:

CCHD Food Handlers Card mandatory (Required) Shift availability: Day Shift (Preferred)

Work Location:

In person