Waiter

Standard Role Summary:

Provide exemplary, attentive customer service to passengers during their dining experience, in all restaurant outlets including the buffet, ensuring a smooth and efficient service is provided in order to achieve a high level of customer satisfaction.

Primary Responsibility of the Role:

Engage with the passengers in a friendly and polite manner. Hand out menus, take orders correctly and deliver food and drinks quickly and accurately to the table. Serve drinks following company policies and procedures, including informing the Head Waiter when a passenger has consumed excessive alcohol. Respond to passenger questions, particularly in relation to the menu or wine, where applicable, advising alternative dishes that may suit or help inform choices. Strive to meet the passengers needs and ensure the correct condiments for the meal are offered, refill drinks in a timely manner and ensure the service runs smoothly. Provide attentive customer service to allocated tables throughout the service period. Process passenger billing correctly for the charge of drinks and cover charges, where applicable, using the point of sale.

Set up and clear down tables, before during and after service. Check the appearance and condition of tables and all items including linen, crockery and silverware is of the required standard and set out correctly. Inform the Head Waiter of any fixtures or fittings that need repair/renewal.

Carry out flambé / gueridon cooking demonstrations at the tables, when required, and perform duties as requested at outside catering / special events.

Prepare your own area ready for service and keep it clean and tidy at all times. Use and maintain all equipment correctly, following standard operating procedures and report any repairs required promptly. Carry out all work safely, efficiently, and in accordance with all current safety and company regulations, including Public Health Policies and Procedures.

Assist with the meet and greet of the passengers and baggage services on embarkation/disembarkation days.

Experience / Qualifications

Previous professional waiting experience preferably gained within a 4 / 5 star high volume hotel or restaurant establishment
Level 2 Award in Food Safety or equivalent desirable
Competent in the use of most MS Office software
Good command of written and spoken English

Certificates
Valid ENG1 medical certificate or equivalent for the duration of each voyage

HESS (Health, Environment, Safety, and Security)
Health and Safety

Lead by example by taking care of the health and safety of self and others
Report all accidents, near-miss incidents and work-related ill health conditions to manager/supervisor / team leader and to the safety department
Follow safety rules and procedures
Use work equipment, personal protective equipment, substances, and safety devices correctly
Take part in safety training & risk assessments and suggest ways of reducing risks
Carry out duties in a safe manner in accordance with corporate policies and procedures

Public Health

Fully comply with personal hygiene standards as stated in company and public health policies and procedures
Demonstrate at all times excellent hand washing techniques and coughs and sneezes etiquette
Follow the company instructions regarding immediate reporting of ill health symptoms (i.e.) diarrhoea, vomiting, fever, and any other symptoms as appropriate

Environment

Understand own environmental responsibilities and act accordingly Apply practical measures to reduce water and electricity consumption Apply waste segregation diligently both in work area and when off duty Follow the correct method of disposal of surplus or spent chemicals used Work in a way that avoids environmental incidents and report situations where environmental integrity may be breached Handle materials carefully to minimise spillages during work routines and safely dispose of contaminated material generated during work routine

Emergency Duties

Understand own emergency duties and routines onboard ship
Take an active part in the ships team response to an incident
Ensure familiar with ships emergency alarms and routines
Ensure familiar in the use of all fire fighting appliances located within area of responsibility
Ensure familiar in the use of the ships life saving appliances and equipment including lifeboats and liferafts
Participate fully in all relevant drills and training
Know how to raise the alarm when necessary
Able to identify escape routes and emergency exits
Understand the function and operation of fire screen / splash tight and watertight doors
Take part in passenger clearance from public areas, ensuring passengers have responded correctly and the area is clear and all equipment is secure and isolated
Undertake passenger assistance including the use of evacuation chairs, helping passengers that require assistance from their cabins to the relevant muster station
As a Stairway Guide carry out crowd control of stairways ensuring the safe movement of passengers, directing them to the relevant muster station
Once all passengers are mustered become part of a muster station
Guide, direct and lead passengers to the lifeboat and disembark with them in the event of the need to abandon ship
Undertake other emergency duties / routines within the ERP as directed
Undertake any other emergency duties required that are specific to vessel
Follow all emergency procedures as directed

Safeguarding
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Aware of CUK safeguarding children policies and procedures
Report any concerns of a safeguarding nature to the Designated Safeguarding Person (DSP)

Security

|Understand the security levels as defined by ISPS and own responsibilities
Follow the correct security procedures when embarking and disembarking from the ship
Report suspicious activities, packages and / or security incidents following the correct procedure

Knowledge/Skill

Summary of Responsibilities

Follow the correct quality standards relating to the restaurant department

Customer Service

Respond calmly and quickly to requests from passengers or crew members
Deliver customer service within the agreed time-scales and to the quality required, ensuring passenger satisfaction
Immediately respond to complaints and customer service issues, or report them to line manager, to ensure a speedy resolution
Behave in a polite and friendly manner with passengers and crew members at all times and in all areas of the ship

Food Hygiene

Follow the correct policies and procedures regarding food hygiene at all times
Ensure all food preparation equipment and spaces are sanitised and clean at all times in accordance with company policy
Highlight issues immediately in order to minimise any impact on passenger health

Menu

Describe dishes to passengers using descriptive and enticing detail and explain how all menu items are cooked and what ingredients are included, including herbs and spices
Suggest menu choices and alternatives to passengers based on their stated preferences
Explain all of the culinary terms used on the menu for passengers

Waiting

Anticipate passenger needs without being directly asked through observation of body language and listening, providing a high level of service
Take orders accurately, which can be read and understood
Confidently and professionally deal with any passenger queries or incidents
Maintain excellent poise and body language throughout service
Ensure all tables are set correctly for each service period
Follow the correct waiting standards as required for the particular restaurant / outlet

Dietary Requirements

Understand special dietary requirements for passengers
Discuss dietary problems with relevant passengers and proactively inform them of the menu items which may cause them an issue, when required
Ensure any dietary requirements are appropriately catered for

Beverages

Serve drinks correctly to passengers including garnishes where required
Discuss with passengers the differences between wines to aid their choice
Help passengers choose the most appropriate wine / drink to accompany their meal

Responsible Serving of Alcohol (RSA) for Passengers
Follow the RSA policies and procedures correctly and consistently
Refer potential issues to the supervisor / manager on duty

Revenue Generation

Use specialist knowledge to help inform passengers on products and positively influence revenue generation

Cleaning

Use the correct chemicals and equipment for the relevant cleaning job
Follow restaurant cleaning schedules and clean all areas to the agreed standards
Tidy up rubbish, hoover carpets and clean floors
Clear away cutlery and crockery and ensure all tables, surfaces and areas are kept clean and tidy at all times
Maintain and look after equipment, following the standard operating procedures

CUK Behaviours (Refer to the skills profile for detailed CUK Behaviours)
Self-Awareness

When undertaking role thinks about how they communicate and behave and is a role model for others

Thinking Ahead

When undertaking role thinks about more than just the task in hand, proactively works to anticipate the needs of the passenger and restaurant area and plans ahead

Being Part of a Team

Works well with others to ensure an efficient and effective service is provided

Open and Honest Communication

Communicates effectively with passengers, crew and officers ensuring a positive working environment

Customer Centred

Understands how their role has a direct impact on the passenger experience and works hard to provide excellent customer service
Deals with feedback positively and strives to deliver a consistently high service

Acting Safely

Takes responsibility for health and safety of self and others and always considers safety in their everyday tasks and activities