Waiter/Waitress - 2 Positions (Nairobi and Mombasa)

HOME OF HALAL FOODS

   1. Waiter/Waitress

Job Description (JD):

   • Greet and welcome guests, present menus, and make recommendations.

   • Take customer orders and relay them accurately to kitchen staff.

   • Serve food and beverages promptly, ensuring the right order is delivered.

   • Monitor tables to anticipate guest needs and refill drinks as needed.

   • Provide menu information and answer customer queries.

   • Maintain a clean and organized table setup.

   • Process payments accurately and handle cash transactions.

   • Address customer complaints or direct them to a supervisor.

   • Upsell additional items (desserts, drinks) where appropriate.

Key Performance Indicators (KPIs):

   1. Daily Sales Target Achievement:

   • Description: A specific sales goal, such as 70,000 KES per day, which incentivizes wait staff to actively upsell items and suggest higher-value menu options.

   • Measurement: Percentage of daily target achieved. For example, if the target is 70,000 KES and a waiter generates 80,000 KES, they have achieved 114% of the target.

   2. Average Spend per Customer:

   • Description: This tracks the average amount spent per customer served. Higher averages suggest effective upselling and menu recommendation strategies.

   • Measurement: Total sales divided by the number of customers served. This KPI can encourage servers to recommend higher-margin items.

   3. Table Turnover Rate:

 • Description: Measures the number of times tables are occupied and served during a shift. A higher table turnover rate can indicate efficient service and effective customer flow management.

   • Measurement: Number of tables served per shift or per hour.

   4. Customer Retention Rate:

   • Description: Reflects the percentage of repeat customers served by each waiter/waitress. Building a rapport with guests can encourage them to return and request a specific server.

   • Measurement: Percentage of repeat customers per waiter, tracked through POS systems or loyalty programs.

   5. Tips Earned per Shift:

   • Description: While not directly a measure of service quality, tips can reflect customer satisfaction and the perceived value of service.

   • Measurement: Total tips received per shift, possibly as a percentage of total sales for each waiter.

   6. Order Error Rate:

   • Description: Tracks the number of errors made in customer orders (e.g., wrong dishes, wrong modifications). Lower error rates indicate attention to detail and communication skills.

   • Measurement: Number of order errors per shift or per day.

   7. Customer Complaint Resolution Time:

   • Description: Measures how quickly and effectively complaints are addressed by the waiter/waitress. Shorter resolution times indicate good customer service skills and quick problem-solving.

   • Measurement: Average time taken to resolve customer complaints during a shift.

   8. Upsell Ratio for Specific Items (e.g., Desserts, Beverages):

   • Description: Tracks the success rate of upselling particular items (e.g., desserts, sides, drinks) that contribute to higher sales.

   • Measurement: Percentage of tables where upselling was successful.