Key Responsibilities and Required Skills for To Go Specialist

🎯 Role Definition

The To Go Specialist is the heart of our off-premise dining experience. This role is far more than just bagging orders; it's about extending our restaurant's hospitality and high standards beyond our four walls. You are the primary point of contact for guests choosing to enjoy our food at home, at work, or on the go. As a brand ambassador, you ensure every takeout, delivery, and curbside order is accurate, beautifully packaged, and delivered with a personal touch. Your efficiency, attention to detail, and warm personality directly impact guest satisfaction and drive the success of a crucial and growing part of our business. You are a master of organization, a communications hub between the guest and the kitchen, and a key player in creating loyal, returning customers.

📈 Career Progression

Typical Career Path

Entry Point From:

Host / Hostess
Food Runner / Busser
Barista or Counter Service Professional

Advancement To:

Lead Server or Bartender
Shift Supervisor / Key Holder
Assistant Restaurant Manager

Lateral Moves:

Catering Coordinator
Server
Event Assistant

Core Responsibilities

Primary Functions

Act as the main point of contact for all incoming takeout orders, warmly greeting guests over the phone and in person to create a positive and welcoming first impression.
Expertly guide guests through the menu, providing detailed descriptions, answering questions about ingredients and preparation, and offering thoughtful recommendations and upsell suggestions.
Accurately and efficiently enter all order details into the Point of Sale (POS) system, ensuring any special requests, modifications, or allergy notes are clearly communicated to the kitchen team.
Meticulously double-check and assemble every completed order, verifying each item against the ticket to guarantee 100% accuracy and completeness before it leaves the restaurant.
Thoughtfully package all food and beverage items to maintain optimal temperature, quality, and presentation during transport, ensuring a high-quality dining experience at home.
Process all forms of payment, including cash, credit/debit cards, and gift cards, with precision and adherence to cash handling procedures.
Manage the flow of curbside pickup, efficiently communicating with guests upon their arrival and delivering orders directly to their vehicles with a friendly and professional demeanor.
Coordinate seamlessly with the kitchen team, providing accurate quote times for order readiness and managing the pacing of orders during peak and off-peak hours.
Manage and troubleshoot orders from third-party delivery platforms (like DoorDash, Uber Eats, etc.), ensuring a smooth handoff to delivery drivers.
Proactively resolve any guest issues or complaints regarding their to-go order with empathy and a solutions-oriented approach, aiming to recover the guest's experience.
Maintain a clean, organized, and fully-stocked to-go station, including bags, containers, utensils, condiments, and other necessary supplies.
Confidently handle high-volume periods with grace and efficiency, multitasking effectively to manage phone calls, in-person guests, and online order alerts simultaneously.
Build rapport with regular guests, remembering their names and preferences to create a personalized and memorable takeout experience that encourages repeat business.

Secondary Functions

Support ad-hoc guest service needs, such as answering general restaurant inquiries or assisting the host team with seating guests during lulls in to-go traffic.
Contribute to maintaining the overall cleanliness and ambiance of the restaurant entrance and waiting area.
Collaborate with the management team to provide feedback on the to-go process, menu items, and packaging to drive continuous improvement.
Participate in pre-shift meetings to stay informed about daily specials, menu changes, and 86'd items.
Assist with light side work during downtime, which may include tasks like rolling silverware, restocking beverages, or tidying service stations.
Perform all opening and closing duties specific to the to-go station, ensuring it is prepared for the next shift or properly shut down for the night.
Adhere strictly to all health, safety, and sanitation guidelines to ensure the well-being of our guests and team.

Required Skills & Competencies

Hard Skills (Technical)

POS System Proficiency: Hands-on experience operating Point of Sale systems (e.g., Toast, Aloha, Square) with speed and accuracy.
Online Ordering Platforms: Familiarity with managing orders from integrated online ordering systems (e.g., Olo, ChowNow) and third-party delivery service tablets.
Cash Handling: Ability to accurately handle cash transactions, process credit card payments, and balance a cash drawer.
Basic Computer Literacy: Comfortable navigating different software applications and troubleshooting minor technical issues with tablets or printers.
Menu Knowledge Retention: Ability to quickly learn and recall detailed information about menu items, ingredients, and potential allergens.

Soft Skills

Exceptional Communication: Clear, professional, and friendly verbal communication skills, both in-person and over the phone.
Attention to Detail: Meticulous and thorough, with a passion for getting every detail of an order perfect.
Grace Under Pressure: The ability to stay calm, organized, and effective in a fast-paced, high-pressure environment.
Multitasking & Prioritization: Proven ability to juggle multiple tasks at once—like answering a phone, packing an order, and greeting a guest—without compromising quality.
Problem-Solving: A proactive and resourceful mindset to quickly and effectively resolve guest issues or operational challenges.
Team-Oriented: A collaborative spirit and the ability to work seamlessly with kitchen staff, hosts, and managers.
Hospitality Mindset: A genuine passion for providing outstanding service and creating positive experiences for every guest.

Education & Experience

Educational Background

Minimum Education:

High School Diploma, GED, or equivalent work experience.

Preferred Education:

Certificate or coursework in Hospitality, Food & Beverage, or a related field.

Relevant Fields of Study:

Hospitality Management
Business Administration

Experience Requirements

Typical Experience Range: 1-3 years in a customer-facing role.

Preferred: We're ideally looking for someone with at least 1-2 years of experience in a high-volume restaurant, upscale retail, or call center environment. Direct experience as a To Go Specialist, Host, or Server is a significant advantage. A proven track record of delivering exceptional customer service is a must.