WAITER

Melia Durres · 30.04.2024, 10:40

WAITER

SCOPE: HOTEL REPORTS TO: F&B DIRECTOR, F&B MANAGER, RESTAURANT MANAGER, DEPARTMENT: F&B

MISSION: Responsible for providing appropriate and courteous service. Complies at all times with quality standards and pays special attention to customer service, ensuring that food and beverages are presented correctly before being delivered to customers in order to ensure the satisfaction of guests and customers and earn their recognition and preference for hotel services.

OPERATIONS

Ensures compliance with the instructions of their immediate superior regarding duties assigned to them before and at the end of the shift.
Verifies that they have all the equipment and supplies required to provide room service and handles it appropriately to avoid breakage and waste.
Participates in briefings at the beginning of each shift to get information on dishes of the day, VIPs, groups, general comments, and sharing information.
Consistently friendly and respectful towards guests when delivering room service, always with an impeccable posture and presentation.
Service must be quick and correct, following the SOP for the position and ensuring that service is provided on time.
Before delivering the service, ensure that the order is for the right room and meets the customer's requests.
Presents the service in line with quality and presentation standards, checking that all the items are included, such as cutlery, salt cellar, napkins, sauces, dressings, etc.
Handle services with extreme caution to avoid accidents, spillage, or breakages, complying at all times with safety regulations.
Immediately removes any item or dish that is not to the customer’s liking. If it is due to something simple, return the item or dish to the kitchen, but if it is due to something of greater importance, inform their immediate superior.
Presents the bill to the customer in strict compliance with procedures depending on the form of payment.
Is punctual and complies with policies and procedures regarding discipline, presentation, work schedules, transit areas, and safety regulations defined by the hotel.
Attends departmental meetings and constantly takes part in scheduled training for their position.

CUSTOMER EXPERIENCE

Be knowledgeable of the brand philosophy and comply with the standards, operational, and identity manuals that apply to their department.
Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations.
Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found.
Be knowledgeable of the Voice of the Customer goals and execute the necessary actions to achieve them.
Support their manager with the sensory architecture established for their areas.
Be knowledgeable and promote the hotel’s services and facilities, as well as the entertainment programme, experiences, and events.

HEALTH & Safety/Healthy Workplace

Be knowledgeable of the hotel’s evacuation plan.
Be knowledgeable of the personal protective equipment and use it correctly.
Be knowledgeable of the methods, work procedures, and risks inherent to their activity.
Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.

REQUIREMENTS

Education and Training:	Compulsory secondary education and/or higher. Training according to the position (VT, specialisation courses, etc.).
LANGUAGES:	Local language (depending on the geographical location of the property) and advanced English. A third language will be highly valuable.
SPECIFIC KNOWLEDGE:	Teamwork skills, proactivity to excellence, dynamism, and organisation. Clear customer and detail orientation
EXPERIENCE:	At least 1 year's experience in a similar position or 2 years as an assistant waiter.

(I understand that this is not an exhaustive description of my duties, & this document is constantly changing & being updated.)

Melia Durres

WAITER