Service Waiter

Key Measures of Performance 

The performance of this role holder will be assessed based on the achievements made on:

•Timely service

•Minimal complaints from patrons

•Accuracy in dispensation of food and drink orders

•Accurate billing

Key Responsibilities 

Service Provision

•Maintain a clean, sanitary and safe environment, keep a professional appearance by always wearing the appropriate uniform and welcome all guests warmly with an appropriate greeting.

•Serve members and guests in a friendly and professional manner to maintain repeat visits.

•Welcome guests personally within 3 - 45 seconds of their arrival.

•Understand available menus for both food & beverage to be able to ensure the guest receives exceptional customer service. 

•Offer suggestions to guest on what they can have that will indeed satisfy them.

•Ensure that proper mis en place is done before service commences.

•Ensure the guest is attended to without delays.

•Take food and beverage orders in a professional way and serve products to the guests professionally.  

•Perform closing duties as clearly stipulated in the standards of operations.              

•Ensure following the set standards and procedure of service when providing service to members right from the time the member or guest steps into the restaurant to the point of leaving. At all times sequence of service must be adhered to.

•Consistently ensure clearance of soiled dishes from dining room to kitchen and depositing them in proper placing at the Steward area and ensure at no single time, should there be dirty utensils on the table.

•Responsible for setting up tables in accordance with the Restaurant policy.

•Always ensure proper maintenance of crockery and cutlery.

•Ensure the environment is always impeccably clean to be able to provide a relaxing and appealing environment to members. 

•Stock glasses and silverware where they can be easily reached during service.

•Ensure chairs and tables are always in a clean and acceptable condition.

•Replenish supply of linen and other operating equipment.

•Load food and beverage items on the computer system.

•Clean all spillage during mealtime promptly.

•Understand and communicate all services available at the Club.

•Be at full alert to guest signals, such as when they are raising their hands or looking directly at you, for orders. 

•Endeavor to know and utilize guests’ names, know their occupation and favorite drinks.

•Know when to stop serving alcohol to members and ensure that they get home safely.

•Note the missing items 

•Attend Department meetings.

•Assist frontline departments in achieving guest satisfaction by providing them with the necessary support and services.

•Participate in any training/development schemes as recommended by senior management.

Maintenance & Hygiene

•Maintain high levels of personal hygiene and excellent grooming standard at all times.

•Work in collaboration with other F & B staff to keep the restaurant and bar areas always cleaned and stick to FHGC standards.  

•Sterilize and wash stemware when necessary

•Ensure that the standards required by law and by management are always maintained in the areas specified above.

Key Competencies

•Good Communication Skills 

•Strong interpersonal and customer service skills

•Team Player 

•Very good analytical and problem-solving skills

•High attention to detail and accuracy

Must be 19 years and above in age to pour alcoholic beverages 

Clean background check 

•Must be self-motivated with a positive and professional attitude. 

•Organized, able to work in a busy environment where the priorities are changing.

• Must be reliable and flexible in schedule

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 

• Ability to do simple arithmetic 

• Ability to lift to medium heavy items regularly

Academic and Professional Qualifications

• KCSE Certificate or relevant related field 

• Certificate in Sales or Customer care will be an added advantage

Relevant Experience

• 1-2 years proven experience as Barman or waiter

Acceptance by Job Holder: I fully understand and accept the terms of this Job Description and all its requirements.