Waiter / Waitress Domeo Resources International (DRI)
full-time
Reports to: Restaurant Supervisor / Captain / Restaurant Manager
Job Summary
The Waiter / Waitress is responsible for delivering exceptional food and beverage service to guests in accordance with the standards of a superior luxury hotel.
The role ensures that guests receive prompt, courteous, professional, and personalized service from the moment they are seated until they leave the restaurant or dining venue.
The Waiter / Waitress is responsible for taking accurate orders, serving food and beverages, maintaining cleanliness and presentation of assigned stations, handling guest requests professionally, and contributing to an outstanding dining experience that enhances guest satisfaction and loyalty.
The role requires excellent product knowledge, attention to detail, strong communication skills, and the ability to anticipate guest needs while ensuring compliance with hotel service standards, food safety regulations, and operational procedures.
Key Responsibilties
Guest Service & Hospitality:
Welcome guests warmly, escort them to their assigned tables where required, and ensure they are comfortably seated.
Present menus and provide detailed information on menu items, ingredients, preparation methods, daily specials, promotions, and beverage selections.
Offer recommendations based on guest preferences and dietary requirements.
Deliver courteous, attentive, and personalized service throughout the dining experience.
Anticipate guest needs and respond promptly to requests.
Maintain a friendly, professional, and positive attitude at all times.
Ensure every guest receives a memorable dining experience consistent with the standards of a superior luxury hotel.
Thank guests sincerely and invite them to return.
Order Taking & Service Delivery:
Accurately take food and beverage orders using the hotel's Point of Sale (POS) system.
Verify special requests, allergies, dietary restrictions, and cooking preferences before submitting orders to the kitchen.
Ensure orders are communicated clearly and accurately to the kitchen and bar.
Serve food and beverages according to established service sequences and luxury dining standards.
Verify that meals are complete, correctly prepared, and presented before serving.
Monitor tables throughout the meal and replenish water, beverages, bread, condiments, and other accompaniments as required.
Clear used dishes and reset tables efficiently without disrupting guests.
Ensure timely and accurate delivery of all guest orders.
Table Setup & Restaurant Preparation:
Prepare assigned stations before service begins.
Set tables according to approved standards, ensuring proper placement of cutlery, crockery, glassware, napkins, and table décor.
Inspect tables, chairs, linen, and dining equipment to ensure they are clean and in excellent condition.
Ensure service stations are fully stocked with operational supplies before each shift.
Assist in opening and closing restaurant procedures.
Maintain attractive table presentation throughout service.
Food & Beverage Knowledge:
Maintain comprehensive knowledge of the hotel's food and beverage menu.
Understand ingredients, preparation methods, portion sizes, allergens, and nutritional information.
Demonstrate knowledge of wines, spirits, cocktails, beers, coffees, teas, and non-alcoholic beverages.
Recommend suitable food and beverage pairings.
Stay informed about menu changes, seasonal offerings, and promotional campaigns.
Attend menu tasting and product knowledge training sessions.
Sales & Revenue Generation:
Promote daily specials, signature dishes, desserts, premium beverages, and promotional offers.
Upsell and cross-sell menu items to increase average guest spend.
Encourage guests to try specialty beverages, appetizers, desserts, and chef recommendations.
Support the achievement of restaurant sales and revenue targets.
Maximize guest satisfaction while increasing profitability.
Cash Handling & Billing:
Present guest bills accurately and promptly.
Process cash, credit card, debit card, mobile payment, room charge, and other approved payment methods in accordance with hotel policies.
Verify bills before presenting them to guests.
Handle transactions accurately and maintain accountability for all assigned cash floats.
Report discrepancies immediately to the Restaurant Supervisor or Cashier.
Ensure confidentiality and security of financial transactions.
Hygiene, Health & Food Safety:
Maintain high standards of personal hygiene, grooming, and professional appearance.
Ensure compliance with HACCP principles, food safety regulations, and hotel hygiene standards.
Handle food and beverages safely to prevent contamination.
Keep service stations, dining areas, and equipment clean and sanitized.
Ensure proper handling of glassware, cutlery, crockery, and serving equipment.
Report any food safety concerns immediately.
Comply with occupational health and safety procedures.
Restaurant Cleanliness & Asset Care:
Maintain cleanliness of assigned tables, stations, service areas, and dining spaces throughout the shift.
Ensure all service equipment is clean, polished, and properly stored.
Report damaged furniture, equipment, crockery, glassware, or cutlery.
Minimize breakages, wastage, and misuse of hotel property.
Assist with inventory counts of restaurant equipment and operating supplies.
Safeguard restaurant assets and equipment.
Coordination & Teamwork:
Work closely with the Restaurant Manager, Restaurant Supervisor, Captain, Executive Chef, Kitchen team, Bartenders, Hosts, Cashiers, and Stewards to ensure seamless service delivery.
Communicate guest requests, dietary restrictions, and special instructions accurately.
Assist colleagues during busy periods.
Participate in pre-shift briefings and departmental meetings.
Support banquet and event operations when assigned.
Maintain effective communication with all departments.
Guest Complaint Resolution:
Respond professionally and courteously to guest concerns.
Resolve routine service issues promptly within delegated authority.
Escalate complex complaints immediately to the Restaurant Supervisor or Restaurant Manager.
Follow up to ensure guest satisfaction after issue resolution.
Document guest complaints where required.
Reporting & Documentation:
Record guest orders accurately in the POS system.
Maintain records of voids, discounts, complimentary items, and special requests in accordance with hotel procedures.
Report maintenance defects, damaged equipment, and operational issues promptly.
Record incidents, accidents, or unusual occurrences where required.
Complete shift handover reports accurately.
Compliance & Continuous Improvement:
Comply with hotel policies, Standard Operating Procedures (SOPs), food safety regulations, and luxury hospitality standards.
Attend mandatory training sessions and departmental meetings.
Participate in service improvement initiatives.
Stay updated on hospitality trends and customer service best practices.
Contribute ideas that improve guest satisfaction, operational efficiency, and restaurant profitability.
Qualifications and Requirements
Education:
Minimum of National Diploma (ND), Higher National Diploma (HND), or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism, or a related discipline.
SSCE holders with relevant luxury hospitality experience may also be considered.
Experience:
Minimum of 2 - 3 years of experience as a Waiter/Waitress in a reputable hotel, fine dining restaurant, or internationally branded hospitality establishment.
Experience in a superior luxury hotel is highly preferred.
Knowledge of international dining etiquette and luxury service standards is an advantage.
Professional Certifications (Preferred):
Food Safety and Hygiene Certification.
HACCP Awareness Training.
Customer Service Certification.
Responsible Alcohol Service Certification (where applicable).
First Aid Certification (added advantage).
Skills & Competencies:
Food & Beverage Service.
Fine Dining Service Techniques.
Luxury Guest Service.
Menu and Beverage Knowledge.
Wine and Food Pairing (basic knowledge).
Point of Sale (POS) Operations.
Upselling and Sales Skills.
Communication and Interpersonal Skills.
Customer Relationship Management.
Problem Solving and Complaint Handling.
Time Management.
Attention to Detail.
Teamwork and Collaboration.
Cash Handling and Billing.
Professional Grooming and Etiquette.
Director of Food & Beverage.