Waiter Waitress

Key Responsibilities

• To develop a knowledge of the Menu and Wine List.
• To collect Store Requisitions ensuring that they are checked and stored
• correctly, whilst adhering to the Hotel Requisition System and said par stock.
• To check that all mise-en-place is carried out prior to service according to the set standards.
• To greet, help seat guests in his/her section.
• To set tables prior to service and during service according to the required standards.
• To serve Food and Beverage to guests to the required standards.
• To assist Captain to take Food and Beverage orders in a discreet and
• Professional manner and take every opportunity to maximize sales.
• To carry out and assist Captain when necessary in making special dishes, flambé, portioning and carving to the required standards.
• To be aware of the Weights and measures Laws and Licensing Laws and to strictly adhere to the provisions set.
• To carry out the duties of a Bus Boy when required.
• To be able to operate the Micros Machine according to the set standards and to make guest bills and receive payment.
• Full compliance with the Service standard Manual.
• Quality of ones own work and for the quality of work of subordinates.
• The departments operations are effectively supervised during shift.
• Guests should be satisfied with the level of service, with out any complaint
• Full compliance with the hotels Property Maintenance Program.
• Staff are motivated and well trained to perform their jobs effectively;
• Carries our assigned health and safety procedures and trains subordinates in these requirements.
• The daily logbook is effectively maintained and managed
  

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards including:

• Being attentive to Guests
• Accurately and promptly fulfilling Guests requests
• Anticipate Guests needs
• Maintain a high level of knowledge which affects the Guest experience
• Demonstrating a ‘service’ attitude
• Taking appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
  

Health, Safety and Security

• Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same
• Familiarize yourself with emergency and evacuation procedures
• Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes
  

General

• Comply with the Company’s Corporate Code of Conduct
• Familiarize yourself with the company values and model desired behaviors
• Perform tasks as directed by the Manager in pursuit of the achievement of business goals
• To consistently provide and maintain the highest standard of guest care and service.
• To maintain a high standard of personal hygiene and grooming at all times.
• To ensure that your designated uniform is worn well pressed and in a good state of repair and to ensure that you wear a name badge at all times.
• To familiarize yourself with your departmental Service Performance & Product Standards and to be able to demonstrate their application consistently.
• To have a good knowledge of all hotel facilities and be able to answer guest questions in a quick, polite and helpful manner.
• To handle any guest complaints or problems promptly and to ensure that all resolved/unresolved incidents are reported to your Supervisor.
• To adhere at all times to all company, hotel and statutory rules, regulations and policies.
• To act on your responsibilities for Health and Safety at work.
• To demonstrate a working knowledge of fire prevention and to follow the hotel evacuation plan on hearing the alarm.
• To be security conscious with respect to guest, staff and hotel property/welfare and to report suspicious circumstances to your Supervisor.
• To maintain your departmental area in a safe, hygienic and presentable state at all times and to report any damage to furniture, fittings and equipment to your Supervisor.
• To cooperate and communicate with your colleagues, Supervisors and Management to ensure effective departmental team work and high morale.
• To attend any meetings, training sessions or courses that may be beneficial to you and your department on request from your Supervisor/Manager.
• To follow all procedures set up for the protection of the environment within the hotel and grounds.