Senior Waiter

Roles and responsibilities

• Have a good understanding of the outlet’s concept and food and beverage offerings and be able to verbally explain those to guests.
• Ensure that mise en place is completed shift to shift and during service in order to provide an efficient service. This includes cleaning tasks in front and back of house as well as polishing and assembling of equipment.
• Be able to operate the required steps on the POS - point of sales system in order to process food and beverage orders.
• Be able to deliver service by understanding the guest requirements.
• Carry out all tasks in a friendly, courteous and efficient manner.
• Properly up-sell services and products to our guests at all times, enhancing service and generating increased revenue.
• Be able to process MOHG Gift cards and other non-cash methods of payment.
• Perform any tasks relating to billing according to hotel standards and cashiering policies.
• Ensure all dishes are presented in compliance with hotel standards and food & beverage specifications.
• Conserve all outlet equipment and utensils in good conditions by proper day to day handling of all applicable utensils and by carrying out required side duties as assigned.
• Assist in picking up all required stocks, including linen, beverage, dried goods and others and arrange them accordingly.
• Ensure product knowledge is up to date.
• Ensure that management and kitchen colleagues are informed of any special guest preferences or allergies.
• Support as required other outlets as assigned by the Restaurant/ Outlet Manager.
• Any other reasonable tasks as assigned by the Restaurant/ Outlet Manager.
• Communicate well with colleagues and superiors in order to avoid misunderstandings and other shortfalls caused by lack of communication.
• Be committed to being a team player; proactively cooperating and supporting colleagues in operational tasks.
• Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest.
• Have a natural, warm smile and a friendly and passionate approach towards guests.
• Create WOW moments to surprise and delight guests in the Restaurants through gestures and other actions.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Report guest’s preference to superiors and act upon them whenever known.

Desired candidate profile

1. Customer Service Skills

• Attentiveness: The ability to notice guests’ needs and respond quickly, whether it's refilling drinks, taking orders, or clearing empty plates.
• Politeness and Courtesy: A friendly, approachable demeanor that makes customers feel welcome and valued.
• Problem-Solving: Addressing guest complaints or special requests in a calm and efficient manner to ensure satisfaction.

2. Communication Skills

• Clear and Effective Communication: Ability to communicate orders clearly with kitchen staff and to explain menu items or special offers to customers.
• Active Listening: Listening attentively to guests’ preferences, dietary restrictions, or concerns, and relaying them to the kitchen or other staff members appropriately.
• Non-Verbal Communication: Understanding the importance of body language, such as smiling, making eye contact, and maintaining a positive attitude, which helps create a welcoming atmosphere.

3. Memory and Attention to Detail

• Memory Skills: Ability to remember guests’ orders accurately, including specific modifications or dietary preferences, without needing to write everything down.
• Attention to Detail: Ensuring that orders are correct and that customers' needs are anticipated and met. This includes noticing when a guest may need assistance or when their drink needs to be refilled.

4. Multitasking and Time Management

• Handling Multiple Tasks: Managing several tables at once while maintaining a high level of service, such as taking orders, serving food, and ensuring customers' needs are met without being overwhelmed.
• Efficient Service: Prioritizing tasks (e.g., serving drinks first, taking orders quickly, clearing plates when appropriate) to ensure that the dining experience runs smoothly.

5. Physical Stamina

• Endurance and Agility: Waiters are often on their feet for long periods, carrying trays, walking between tables, and maintaining a high energy level throughout the shift.
• Balance and Coordination: Carrying multiple plates, glasses, or trays at once without dropping items.

6. Product Knowledge

• Menu Knowledge: Understanding the menu thoroughly, including ingredients, preparation methods, and any dietary considerations (e.g., vegetarian, gluten-free options).
• Specials and Recommendations: Being knowledgeable about daily specials, seasonal dishes, or chef’s recommendations and being able to suggest items based on guests’ preferences.