Waiting Staff

Waiter

**Job Description**:
Job Purpose
To support the seamless running of the dining room by providing a highly efficient and effective service, ensuring standards are maintained and guest comfort and safety is paramount at all times. Excellent product knowledge so as to confidently recommend and upsell the various products/dishes on offer.

Objectives & Goals
- To ensure all guests receive a prompt, positive and professional service at all times
- Have a comprehensive knowledge of food and drink lists
- Provide a clear communication process to all relevant parties
- Maximise revenue opportunities through exceptional service
- Consistently exceed guest expectations
- Develop a positive, direct and open relationship with all colleagues
- Protect the health, safety and well-being of our guests and colleagues
- To actively participate in the training of the new members of the team

Job Activities

**Customer Service**
- To acknowledge and welcome all guests
- To ensure all customer contact is handled politely and efficiently, ascertaining and accurately meets their needs
- Be prepared to answer questions about the pub, sister restaurants and JP
- To have a comprehensive knowledge of the Drinks and fodd menus
- Optimize guest satisfaction through consistently high operating standards and being responsive to their requests
- To demonstrate a high standard of personal appearance, always wearing the full and correct uniform and ensuring good personal hygiene supported by maintaining a clear and tidy bar area

**Communication**
- To provide a clear handover during shift changes
- Timely and effective communication of all complaints / comments regarding the bar to the Bar Manager or Duty Manager as appropriate
- To be proactive in ensuring that the information given to customers is accurate and appropriate

Financial Management
- To accurately operate and have a full working knowledge of in-house systems
- To handle all cash accurately, following the department procedures
- To be responsible for all keys issued to you, and ensure all locks are kept secure, and keys returned to the Bar Manager or Duty Manager as appropriate
- To follow set cleaning, opening and closing duties as specified
- To report and defects or shortages of equipment immediately to allow all bar equipment to be good working order

People Development
- To assist in the training of all new employees, ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner

Health and Safety
- Always work hygienically and productively.
- Ensure a safe workplace by identifying and reporting hazards and taking corrective action
- Identify maintenance activity required in order to uphold the required standard and forward these to the Bars Manager
- Be fully aware of fire, bomb and evacuation procedures for your department and your colleagues

Making it Happen
- Stimulate change, challenge assumption and ways of working, to move the business forward
- Develop a positive and direct relationship with all colleagues
- Within the department, support a culture of pride, ownership and desire to exceed expectation
- To foster a culture of flexibility. Responding quickly and positively to changing requirements whether within the department or outside in order to meet business demands
- Instill a culture of pride and ownership, ensuring a seamless operation at all times

Performance Measurement

**Customer Service**
- Consistently meets and exceeds guest expectations in the standard of service provided
- Clear understanding of guest expectations across all members of the department
- Have a detailed and current understanding of food and beverage products and service
- Always maintains a high standard of personal and departmental presentation

**Communication**
- All communication received regarding guest feedback is done so in a timely and effective manner to the appropriate person
- All information given to customers is accurate and appropriate

Financial Management
- Food and Beverage margins are delivered or exceeded
- Accurate accounting of all monies received and given out - efficient use of systems
- Consistent adherence to all control procedures - keys, floats, cellar
- Bar stock levels are maintained at an appropriate level

People Development
- New members of the team have been trained on and are competent using the standards and methods of service for the department

Health and Safety
- Adherence to company health and safety policies and procedures relating to fire, hygiene and licensing regulations
- All staff work hygienically and productively
- All maintenance matters are logged in the appropriate, timely manner and followed up as required
- All known hazards are identified and reported to the appropriate individual with follow up as required
- All the team are fully aware of fire, bomb and evacuation procedures for department and colleagues

Making it Happen
- Supported the communication