Job Title:
Waiter/Waitress
Location:
Namaste India (Specific Outlet)
Reports To:
Outlet Manager & Front of House Supervisor
Role Description
The Waiter/Waitress is responsible for providing exceptional dining experiences by delivering professional and friendly service to all guests. This includes greeting guests promptly, taking accurate orders, serving food and beverages efficiently, and ensuring overall guest satisfaction. The Waiter/Waitress also contributes to the cleanliness and readiness of the restaurant, collaborating with the team to maintain high service standards and a welcoming atmosphere.
Key Responsibilities
1. Guest Greeting
• Warm Welcome:
o Greet guests warmly and introduce yourself within 2 minutes of them being seated.
o Present menus and highlight any daily specials or promotions.
• Preparation:
o Review the reservation list to identify special occasions or guest preferences.
o Ensure the dining area is ready and inviting before service begins.
2. Order Taking and Serving
• Order Efficiency:
o Take drink and food orders accurately and input them promptly into the POS system.
o Communicate any special requests or dietary restrictions to the kitchen and bar staff.
• Timely Service:
o Serve food and beverages promptly and check back with guests to ensure satisfaction.
3. Guest Satisfaction
• Guest Monitoring:
o Observe guests to anticipate their needs throughout their dining experience.
o Respond promptly to guest inquiries and requests.
• Issue Resolution:
o Address minor complaints immediately and escalate significant concerns to the Supervisor.
4. Table Maintenance
• Clearing and Resetting:
o Clear tables promptly after guests depart and reset them efficiently for the next seating.
o Ensure all table settings are clean, complete, and correctly arranged.
5. Restaurant Cleanliness
• Area Maintenance:
o Maintain the cleanliness of the dining area, service stations, and restrooms.
o Complete assigned cleaning tasks at the beginning and end of each shift.
6. Team Collaboration
• Effective Communication:
o Coordinate with kitchen and bar staff to ensure seamless service.
o Assist fellow team members during busy periods.
7. Compliance
• Policy Adherence:
o Follow all restaurant policies, including dress code and service standards.
• Health and Safety:
o Comply with food handling and hygiene regulations.
o Handle cash and credit transactions accurately and securely.
Technical Qualifications and Requirements
• Experience: Prior experience in customer service or as a waiter/waitress is preferred but not required.
• Skills:
o Excellent communication and interpersonal skills.
o Strong attention to detail and ability to multitask.
o Basic math skills for handling transactions.
• Physical Requirements: Ability to stand and walk for extended periods.
• Availability: Flexible to work evenings, weekends, and holidays.
Key Competencies and Skills
• Customer Service Excellence: Dedicated to providing outstanding guest experiences.
• Communication: Clear and professional interactions with guests and team members.
• Teamwork: Works collaboratively to ensure smooth restaurant operations.
• Adaptability: Adjusts to fast-paced environments and guest needs.
• Professionalism: Maintains courteous and respectful behavior at all times.
Deliverables
Daily Deliverables:
• Greet guests within 2 minutes of seating and provide personalized service.
• Accurately take and serve orders, ensuring no delays or errors.
• Maintain cleanliness of assigned areas and complete opening/closing duties.
Weekly Deliverables:
• Participate in team meetings to discuss service improvements.
• Review menu changes and promotions to ensure accurate recommendations.
• Engage in thorough cleaning tasks for assigned sections.
Monthly Deliverables:
• Attend customer service and compliance training sessions.
• Review and set personal goals for improving service efficiency and guest satisfaction.
• Participate in deep cleaning projects for the restaurant.
Targets
Operational Targets:
• Ensure 100% compliance with order accuracy and timely service standards.
• Maintain assigned tables in a clean and welcoming condition at all times.
• Complete daily and weekly tasks without supervision.
Customer Satisfaction Targets:
• Achieve positive guest feedback in 90% of interactions.
• Respond to and resolve 100% of guest inquiries and complaints promptly.
• Anticipate guest needs to promote a seamless dining experience.
Compliance and Safety Targets:
• Adhere to health and safety regulations with no violations.
• Complete all assigned training sessions and drills on schedule.
Performance Review Mechanism
Review Criteria:
• Service Quality (40%): Ability to deliver accurate orders and meet guest needs efficiently.
• Customer Satisfaction (30%): Achieving positive guest feedback and prompt resolution of issues.
• Team Collaboration (20%): Contribution to team goals and support during operations.
• Compliance (10%): Adherence to restaurant policies and safety standards.
Evaluation Scale:
• Outstanding Performance: 90-100%
• Exceeds Expectations: 75-89%
• Meets Expectations: 60-74%
• Needs Improvement: Below 60%
Incentives:
• Incentives awarded for exceptional service, guest commendations, and consistent adherence to standards.
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