Job Title: F&B Waiter/Waitress

Reports to: Supervisor, Assistant Manager, Manager

F&B Waiter/Waitress Job Summary

To provide warm and genuine service, delivered with passion and dedication, always exceeding our guests expectations. To provide full operational support to the restaurant Team Leader / Supervisor and Managers. The goal is to maintain efficiency during service through planning, preparation, adapting to the needs of the moment and through excellence of knowledge. To achieve these goals; thorough training, strong associate support, teamwork, and feedback.

F&B Waiter/Waitress Essential Duties and Responsibilities

Guest satisfaction

• Ensures to deliver the brand promise and always provide exceptional guest service.
• Exercise responsible behavior at all times and positively represent the restaurant team and hotel.
• Resolve all guest and associate complaints quickly and efficiently.
• Maintains positive guest and associate interactions with good working relationships.

Operations

• Adhere strictly to hotel policies regarding fire, hygiene, health, and safety.
• Maintain high standards of personal presentation and grooming.
• Participate fully in the restaurant’s comprehensive training program.
• Understand the restaurant floor plan, F&B offerings, and daily hotel occupancy details.
• Be knowledgeable about local attractions, events, and hotel services to assist guests effectively.
• Establish and maintain professional rapport with guests, providing top-tier service and attention.
• Handle guest inquiries and complaints courteously, escalating to a supervisor or manager when needed.
• Strive for high guest recognition, learning guest preferences and ensuring privacy for SAGs guests.
• Follow restaurant SOPs, Order of Service, and training procedures.
• Report for duty on time, adhere to break schedules, and follow opening/closing procedures.
• Set up stations with clean, polished service items and lay tables according to SOP.
• Be prepared for service, participate in briefings, and take instructions from supervisors and managers.
• Assist in controlling your section in the restaurant, following instructions and the Order of Service.
• Respond knowledgeably to menu/drinks queries, prioritize VIPs, regulars, and unhappy guests.
• Communicate guest preferences to supervisors for building guest profiles.
• Handle complaints, issues, and spillages promptly and communicate them to management.
• Restock stations on time, maintain cleanliness, and complete checklists honestly.
• Adapt to changes in F&B operations and grow skills through training and assessments.
• Operate the micros system, process payments correctly, and handle equipment carefully to minimize breakages.

Standard Responsibilities

• Comply and adhere to the company policies.
• Take on other tasks in addition to the ones stated, in a reasonable framework.
• Act as a brand ambassador at all times, maintaining brand integrity and clarity.
• Model the company’s culture, vision, mission, and core values at all times.
• Regularly review the brand standards and quality standards (LQA).
• Embrace new technology and equipment to improve productivity and streamline processes.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. Keep all such information confidential and do not disclose it to anyone outside the company, guests, and associates, unless otherwise stated.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
• Report any defects in the building, plant, or equipment according to hotel procedure.
• Report any accidents involving associates, guests, or visitors immediately according to correct procedures.
• Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

Be fully conversant with:

• Regulations
• Risk Assessments for your department
• Hotel Fire & Bomb Procedures

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