Waiter/Waitress

Job Title: Waiter/Waitress

Division: Food & Beverage

Reports to: Supervisor, Assistant Manager, Manager

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.

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.
• Ensures that all guest and associate complaints are resolved in a quick and efficient manner.
• Maintains positive guest and associate interactions with good working relationships.

Operations

• Understand and strictly adhere to Rules and Regulations established in the hotel's policies concerning fire, hygiene, health, and safety.
• Ensure high standards of personal presentation and grooming.
• Fully partake in a comprehensive training program as set out by the restaurant in conjunction with Talent & Culture.
• To have a full working knowledge of the restaurant floor plan / layout, all F&B offers.
• Ensure to know the daily occupancy rate of the hotel, the number of arrivals and departures, SAGs guests.
• Be familiar with all the services/characteristics and sites of interest/activities in the neighborhood, current or upcoming events in Doha (festivals, cultural events) to answer precisely to guest.
• Establish rapport with guests in a professional manner.
• Always provide our guests with the highest level of service and attention.
• Handle all guest enquiries and complaints in a courteous and efficient manner, requesting the assistance of the Team Leader / Supervisor or manager as required.
• Work towards a high level of guest recognition and build a full working knowledge of guest preferences.
• Ensure discretion and confidentiality with SAGs customers and ensure all information is given to a Team Leader and the management in order for the reservation in-house database to be updated.
• Always follow the restaurant Order of Service and Standard Operating Procedures.
• Follow all ongoing training procedures as set out by your mentor and the management.
• Report for duty on time and prepared for your shift. Adhere to agreed break times.
• Follow opening and closing procedures and complete all duties as required by the management and the Supervisor.
• Ensure that all stations are equipped with sufficient clean, polished cutlery / plates, and all other service wear.
• Ensure all tables are laid in accordance with the SOP.
• Be ready and prepared for service.
• Engage with and contribute to service briefings.
• Take instructions from your supervisor and manager, anticipate their requirements.
• Work with your Supervisor in order to control your section.
• Assist the Supervisor in controlling your section in the restaurant.
• Follow the Order of Service at all times, responding to the shift in charge instructions.
• Respond to any menu / drinks queries with knowledgeable, informative, and engaging answers.
• Ensure that individual Mis en Place for each order is known and placed on the table.
• Understand guests to be prioritized VIPs, unhappy guests & regulars.
• Communicate guest preferences to your supervisor in order to build guest profiles.
• React promptly and deal with any issues, complaints, breakages & spillages.
• Communicate any issues to your supervisor and management promptly.
• Restock the station on time following the procedures.
• Ensure a high level of cleanliness is maintained throughout the restaurant.
• Complete relevant checklists correctly and honestly.
• Respond to changes in the F&B function as dictated by the industry, company, and hotel.
• Grow and improve skills and abilities through the appropriate training, assessment, and performance.
• Operate the micros system effectively and present the bill and take payments correctly.
• Handle all operating equipment carefully avoiding abuse and minimizing breakage.

Standard Responsibilities

• Comply and adhere to the company policies.
• Take on other tasks in addition to the ones stated, in a reasonable framework.
• Be a brand ambassador at all times and ensure brand integrity and clarity are always maintained.
• Model the company's culture, vision, mission, and core values at all times.
• Review the Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.
• Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information

concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed 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.
• Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with 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

Other

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

As the hotels level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

This job description will be reviewed on a regular basis to incorporate any new responsibilities which reflect the business requirements.