Waiter/Waitress - Restaurant/Bar at Lilygate Hotels

Division: Food and Beverage
Job Grade: Junior Staff
Occupational Level: Semi Skilled
Occupational Category: Service and Sales Workers
Skills Programme Framework Level: Food Service Skills Program

Duties

• Performs the duties of a Waiter/ Waitress is any area of the Hotel as directed by Management. Sets up the service area prior to service by cleaning the area, setting tables and preparing service mise en place.
• Takes orders from GUESTS and serves food and beverages.
• Presents bill and processes payment. Cleans restaurant/ bar after service.
• The employee is familiar with and performs to the minimum GUEST Service Standards laid down within his/ her area of work and responsibility.

Duties, Responsibilities and Performance Standards
Service Preparation:

The requirements of this key result area will have been satisfactorily performed when:

• Designated service areas as directed are cleaned, in accordance with laid down procedures, morning/ evening routines and hygiene requirements.
• Tables and chairs are wiped and cleaned, table linen is changed as required to ensure dirty or damaged linen is counted and exchanged for clean, usable items.
• Service stations and sideboards are stocked, condiment sets are cleaned and refilled, tooth pick and extra serviettes and napkins are ordered to ensure availability. Sufficient replacement cutlery, crockery, linen or other established items are stocked on the sideboard as required.
• Tables are set to laid down standards, ensuring that all items are clean, undamaged and in a good state of repair.
• Coffee, tea and or other food items cookies, nuts, snacks, etc. are prepared to laid down standards.
• All work is carried out in an organized and efficient manner taking into account work priorities and laid down procedures.

GUEST Service - Breakfast
The requirements of this key result area will have been satisfactorily performed when:

• GUESTS are greeted in a courteous and friendly manner when entering the restaurant and are shown to a clean laid up table. Chairs are pulled away from the table and assistance given to female GUESTS to seat themselves.
• GUESTS are offered and served tea/ coffee or water. The GUEST is directed to the breakfast buffet and the availability of items on the buffet explained.
• Tea/ Coffee is replenished during the GUEST's meal.
• Tables are cleared of dirty crockery, cutlery and glassware, from the GUESTS' right hand side and with minimum disturbance to the GUESTS, as soon as it is apparent that GUESTS have finished their food, with an acceptable balance between speed, yet allowing GUESTS to finish their meal without feeling rushed.
• Vacated tables are cleared of all dirty crockery and linen as soon as possible and are laid up for service as soon as is practicably possible.
• Regular checks are made to ensure sufficient plates (both side plates and main plates in the "warming well") and fruit juice glasses are available on the breakfast buffet.
• Service STAFF remain visible in the restaurant area to attend to any GUEST requests.

GUEST Service - Lunch and Dinner
The requirements of this key result area will have been satisfactorily performed when:

• GUESTS are greeted in a courteous and friendly manner when entering the restaurant and are shown to a clean laid up table. Chairs are pulled away from the table and assistance given to female GUESTS to seat them selves.
• The wine list is presented to the host at the table and orders for drinks are taken. Menus are presented, open, to female GUESTS first and then to male GUESTS, advising GUESTS on specials of the day or Chef's recommendations. Covers that are not required are removed using a service tray or plate. Where applicable, bread/rolls are served.
• Orders are taken for drinks and such drinks are served as soon as possible. Wine ordered is presented to the host for approval. Wine is opened in front of the GUEST and is poured into the host's glass for tasting. On approval, wine is served to other GUESTS at the table, females first.
• The GUESTS order is taken correctly and the relevant copies of the docket handed to the kitchen after booking on micros. The job incumbent is totally familiar with and is able to explain to GUESTS the menu items and composition or basic method of preparation of all menu items.
• Food and beverages are served in accordance with laid down standards, and, above all, in a professional and courteous manner. Correct Condiments and/ or accompaniments are served promptly with dishes.
• Tables are cleared of dirty crockery, cutlery and glassware, from the GUESTS' right hand side and with minimum disturbance to the GUESTS, as soon as it is apparent that GUESTS have finished their food or drink, with an acceptable balance between speed, yet allowing GUESTS to finish their meal without feeling rushed.
• Dirty ashtrays are replaced before the service of meals and during or after meals, using standard procedure. This appears only in smoking areas.
• The menu is offered to GUESTS for desserts, coffee and other up sales and the service procedures and standards as outlined above are followed.
• The GUEST's bill is correctly and accurately prepared and presented to the GUEST, face down on a plate or in a bill folder. Payment is collected and processed and correct change made in accordance with the laid down procedures.
• All work is carried out in an organized and efficient manner taking into account work priorities.

Conference and Banqueting Service
The requirements of this key result area will have been satisfactorily performed when:

• Function rooms are set up to GUEST requirements and in accordance with the Function Sheet or Conference Co Ordinator's instruction, i.e. arranges chairs and tables in conference style, cinema style or sit down dinner style, as per the function plan. Lays baize/ table cloths, sets cutlery, water jugs, crockery, etc.
• All cutlery, crockery and glassware is clean and free from cracks. Table linen is checked for needed repairs and equipment is set up as required, i.e. projectors, screens, flip charts, etc. Reports any faulty equipment or damage to furniture and fittings immediately.
• Waiter service duties are performed at functions and banquets, tea/ coffee/ refreshments/ food dishes are collected from the Kitchen and GUESTS served in time according to function sheet. Function rooms are cleaned before and after service.
• All work is carried out in an organized and efficient manner taking into account work priorities.

Interpersonal Relationships
The requirements of this key result area will have been satisfactorily performed when:

• Other members of STAFF and Management are dealt with in a polite and helpful manner at all times.
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from Management when necessary.
• Instructions from Management are treated constructively and acted upon

GUEST Satisfaction
The requirements of this key result area will have been satisfactorily performed when:

• GUESTS are greeted in a polite and friendly manner..
• GUEST needs and requirements are anticipated and acted upon as soon as possible and GUEST enquiries and requests are dealt with promptly and efficiently. Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure GUEST satisfaction.
• Dissatisfied GUESTS are acknowledged immediately and attended to without delay. The GUEST is assured that the complaint will receive immediate attention and such complaints are resolved within the individual's ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory action is taken.

Room service Duties:

• The Room Service area is clean and sufficient mise-en-place. Trays, crockery, cutlery and service equipment is available and clean.
• The telephone is manned at the required hours and all GUEST calls are answered to the standard required. GUEST orders are taken accurately and the necessary orders executed immediately.
• Drinks and beverages are prepared according to order.
• Trays are correctly laid up with the necessary cutlery, crockery, linen and condiments and the GUEST order is despatched to the room as soon as is practically possible.
• Billing documentation is accurately completed and checked for GUEST signature/ details upon return and all posting/ billing procedures adhered to.
• Service is prompt, professional and courteous; at all times bearing in mind the comfort and well being of GUESTS.
• A high standard of GUEST relations and personal contact with the GUEST is maintained and all GUEST complaints are dealt with immediately and efficiently.
• All work is carried out in an organised and efficient manner taking into account work priorities and laid down procedures.

General and other Duties

• The above GUEST Service Standards Description identifies the key areas of responsibility of the position and is not an all encompassing description of duties and tasks. This GUEST Service Standards Description may be subject to review from time to time.
• The job incumbent will be required to perform similar such duties or tasks in any area of the Hotel as may be designated by Management from time to time.
• The job incumbent will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The job incumbent will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the Hotel's requirements and do not detract from the desired image of the Hotel.
• The job incumbent will, at all times, be required to render the highest level of courtesy and service to Hotel GUESTS even where such service may fall beyond the incumbents main duties or scope of this position.

Job Specification

• Literacy: Must be able to read and write in order to read menus and wine lists, GUEST House Lists, standard procedures and instructions and complete GUEST orders, compile basic restaurant and bar reports, stock sheets, requisition forms, etc.
• Numeracy: Must be able to do a basic count of stock items, cutlery, crockery, linen items, etc and perform basic addition, subtraction, multiplication and division to deal with GUEST bills and receive payment and process change.
• Language: English for the purposes of communicating with GUESTS and management.
• Physical: Must be able to perform physical dexterous tasks such as vacuuming, moving tables and chairs, carrying trays, operating cleaning equipment., etc. and be able to remain on his/her feet for lengthy periods of time.
• Formal Training/Education: Not Required
• Competency: The employee is able to consistently apply the skills and knowledge requirements of the job position in order to meet and exceed the minimum GUEST Service Standards laid down.