Senior Waiter

Roles and responsibilities

• Supports the smooth running of the food & beverage department, where all aspects of the guest food & beverage service experience are delivered to the highest levels
• Works as part of a team that maximizes guest satisfaction and comfort, delivering a positive and timely response to guest enquiries
• Takes responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner
• Delivers on departmental plans and objectives, where hotel initiatives & targets are achieved
• Collaborates with their immediate report, ensuring that costs and inventory are controlled, that productivity and performance levels are attained
• Builds and maintains effective working relationships whilst promoting the company culture and values.
• Ensures adherence and compliance to all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required
  
  

Requirements of the Server/Waiter/Waitress:

• Experience in food & beverage service beneficial but not essential
• Hands-on approach with a can-do work style
• Commitment to delivering exceptional guest service with a passion for the hospitality industry
• Ability to find creative solutions taking ownership for duties and tasks assigned
• Personal integrity, with the ability to work in an environment that demands excellence
• Experience of working with IT systems on various platforms
• Strong communication skills
  

Desired candidate profile

1. Customer Service Skills

• Communication: Clear, friendly, and professional verbal communication is vital for taking orders, explaining menu items, and interacting with customers.
• Active Listening: Listening carefully to customers’ preferences, dietary restrictions, and special requests to ensure satisfaction.
• Problem-Solving: Addressing customer concerns, complaints, or issues (e.g., incorrect orders, food quality) in a calm and solution-oriented manner.
• Empathy: Understanding customers' needs and offering a positive, welcoming experience, especially in busy or stressful situations.
• Politeness and Patience: Treating every guest respectfully and maintaining a calm, patient attitude, even when the restaurant is busy.

2. Multitasking

• Managing Multiple Tables: Servers often need to take orders, serve food, and attend to multiple customers simultaneously without sacrificing service quality.
• Prioritizing Tasks: Effectively managing time to ensure all customers are attended to promptly, such as ensuring drinks are refilled or orders are taken quickly.
• Handling Special Requests: Juggling customer-specific needs, such as dietary restrictions, extra condiments, or modifications to orders.

3. Attention to Detail

• Order Accuracy: Ensuring that orders are taken accurately, and food is delivered as requested. This includes making sure that dietary restrictions, special requests, or modifications are followed.
• Observing Table Needs: Noticing when customers need refills, additional condiments, or other assistance before they have to ask.
• Delivering Food Correctly: Ensuring each dish is served at the right temperature and to the right customer (e.g., remembering specific seating arrangements).

4. Product Knowledge

• Menu Familiarity: Understanding the menu, including all items, ingredients, cooking methods, and specials, to answer customer questions or make recommendations.
• Wine and Drink Knowledge: For servers in restaurants with a bar, knowledge of drink pairings, types of wines, cocktails, and non-alcoholic options is essential.
• Dietary Awareness: Being aware of common dietary restrictions (e.g., vegetarian, gluten-free, nut allergies) and knowing how to accommodate them.

5. Physical Stamina and Endurance

• Walking and Standing for Long Periods: Servers spend a lot of time on their feet, moving between the kitchen and tables, so physical endurance is key.
• Carrying Plates and Drink Trays: Ability to carry heavy trays, multiple drinks, or dishes at once while navigating the dining area.
• Efficiency Under Pressure: Being able to move quickly and efficiently, especially during busy times, without sacrificing service quality.