Jumat, 30 Maret 2012

Waiter Job Desc


Job title                                  :               Waiter                  
Department                                          :               F & B

REPORTING LINE                         

Report to                                               :               Supervisor and captain
Responsible for                    :               to assist captain in serving guest

COMMUNICATION LINES

Vertically                                               :               Supervisor & captain
Horizontally                                         :               Waiter

AUTHORITY

Over Money                                         :               Hand over all bill and payment to Supervisor or manager on duty
Over Staff                                             :               None
                                                               
                       
GENERAL MISSION

Under the general guidance of the Captain Waiter of the outlet in the shift he is assigned, in accordance to the Policies and Procedures established by Resort.

Serving food and beverage within the service standards established by the Hotel leading to guest satisfaction and zero defaults.

RESPONSIBILITIES AND MEANS

1.       Serves food and beverage to guest according to prescribed service standards and procedures of outlet with emphasis on speed and accuracy.
2.         Cleans and maintains equipment, tools, fixtures, service area in station assigned.
3.         Prepares, mixes and serves alcoholic and non-alcoholic drinks.
4.         Knowledgeable of the different types of wines and its proper service.
5.         Performs any other duties assigned by immediate superior which leads to guest satisfaction
            and profit for the Hotel.

1. CUSTOMER SERVICE

Communicates with VIP guests, government officials and other important individuals in the performance of work and in promoting the outlets and Hotel.








2. BUSINESS MANAGEMENT and ADMINISTRATIVE RESPONSIBILITIES

1.         Assists the Captain Waiter in the monthly and daily operating equipment inventory.
2.       Reports any unusual incident, guest complains, lost and found, breakage and losses to the Service Supervisor.
3.         Attends pre-meal briefing and de-briefing daily and the monthly F & B Staff Meeting.
4.         Attends all meetings and training sessions organized by Hotel management for the staff.
5.         Responsible for cost saving on guest supplies, food supplies, electricity, water, etc.

3. COMMUNICATION

1.         Reports to the Captain Waiter of the shift he or she is assigned.
2.         Communicates to guest in delivering product and service.
3.         Relates to co-employees in service and kitchen in performance of work and service to guests.
4.         Relates to employees of the other departments for special functions and activities of the Hotel.

4. ASSET MANAGEMENT

1.         Ensure that all operational equipment is use to its appropriate function and well maintained.
2.         Report all defectives Asset and equipment to his direct manager.

5. SECURITY & SAFETY

1.       Be aware of hotel’s fire evacuation and emergency policies and procedure, especially those related to guest and staff evacuation to insure full evacuation in safety condition of the hotel if required.

6. HUMAN RESPONSIBILITIES

1.         Establishes and maintains good relations with employees within the department and between
            other departments.
2.       Provides assistance to co-employees within food & beverage and amongst other departments in the performance of tasks to foster team work and success for the Hotel.
           
7. MARKETING

8. TECHNICAL RESPONSIBILITIES

1.         Reports to work in prescribed uniform and well-groomed.
2.       Reports to the Captain Waiter at the start of shift to receive necessary instructions for the shift, side duties assigned, floor assignment, menu changes, guest comments and complains.
3.         Performs mise-en-place at the prescribed hours.
a        Checks all trays and trolley in the station, table complements, flatware, glassware, linens, are clean and well set up.
            b          Checks the floor area in the station is clean.
          c Checks the Service Station for completeness of stocks in operating supplies,             condiments,
glassware, chinaware, flatware.

4.       Knowledgeable of all food and beverage items in the menu, items on promotions and daily special menu, its ingredients, method of preparation, portion size and presentation.
5.         Equips himself with pen and lighter at all times.
6.         Greets and seats guest entering the outlet.
7.         Takes orders of the guest accurately and re-confirms guest’s orders each time.
8.             Practices suggestive selling to boost food & beverage sales, at the same time increase guest satisfaction.



9.       Accomplishes and forwards captain order slip to the kitchen for orders of food and for drinks to the supervisor.
10.       Follows up and picks up food orders from the kitchen and drinks from the bar.
11.       Capable of serving food based on sequence of service established for the outlet.
12.       Serves all accompaniments and condiments together with the food.
13.     Confirms satisfaction with the guest, and informs supervisor or manager immediately in case of guest complains.
14.       Observes guests without obtruding to provide any additional service required.
15.       Presents the guest check/bill to the guest in a folder.
16.       Returns the change of the guest promptly in a folder.             
17.       Ushers guest out of the outlet and expresses appreciation to the guest.
18.       Clears and re-sets tables in the stationed assigned.
19.       Cleans and re-stocks service stations before leaving the shift.
20.       Capable of operating all equipment inside the outlet.
21.       Capable of performing service for banquet, room service and other restaurants.

9. REPRESENTING HOTEL TO THE COMMUNITY

1.       At all times whilst representing the hotel, act in a professional, decorous manner ensuring proper representation of the Hotel.

10. DIVULGING OF HOTEL INFORMATION

1.       The Hotel requires that you will not (during or after your employment) without the hotel writing consent, divulge every information concerning the Hotel or any associated hotels or any of their dealing, transaction or affairs which may come to your knowledge during or in the course of your employment with the Company.

11. TEMPORARY MISSION

1.         May be rotated to different outlets and other temporary task within the Hotel.



PERSON SPECIFICATIONS


                               
POSITION:          Waiter                                              DEPARTMENT:                F & B


SKILLS                                                ESSENTIAL                                                                        DESIRABLE                      

EDUCATION,                     Five Star Hotel Apprenticeship                                                                  
                                                or training
                                 
EXPERIENCE                   2 years in 4 star property in F&B    
                                                                1 waiter

INTERPERSONAL           Execute order fast and
SKILLS                                                efficiently while remaining calm
                                                                                                                                                   

COMMUNICATION         Must speak, read and understand                    Knowledge of a foreign language
                                                                English                                                                   Arabic or French

SPECIFIC                                            Must be able to answer comfortably
                                                                Guest’s request

PRESENTATION                              Well groomed and presentable
                                                                 at all times. Practice good hygiene

PHYSICAL                                          Mentally alert, able to work
                                                                long hours

OTHER                                                Must be trustful of paramount integrity
REQUIREMENT                               Minimum age 20 years

MISCELLANEOUS

WORKING                          Well maintained F&B environment
 CONDITIONS                    Open, friendly environment in harmony
                                                with colleagues and guest
                                               

WORKING                          Flexible hours in accordance with job requirement
HOURS                                



Signature:                                                                                                                                   
                                               
                                [Employee]  [Date]                                              [Department Head] [Date]



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