Waitron

SUMMARY:
Providing excellent customer service and ensuring a positive dining experience for guests at the hot

POSITION INFO:

Job Overview:

As a Waitron at Zimbali Lodge, your role is essential in providing excellent customer service and ensuring a positive dining experience for guests at the hotel. You will be responsible for greeting guests, escorting them to their tables, presenting menus, taking orders, and answering questions about menu items. Additionally, you will be responsible for accurately recording food and beverage orders, communicating special requests or dietary restrictions to the kitchen, and ensuring that orders are prepared and served correctly.

Key Responsibilities:

• Customer Service: Greet guests, escort them to their tables, present menus, take orders, answer questions about menu items, make recommendations, and ensure that guests have a pleasant and memorable dining experience.
• Order Taking: Accurately record food and beverage orders, input them into the POS system, communicate special requests or dietary restrictions to the kitchen, and ensure that orders are prepared and served correctly.
• Food and Beverage Knowledge: Have a good understanding of the menu items, including ingredients, preparation methods, and specials, to provide detailed descriptions and recommendations to guests.
• Upselling: Suggest additional items, such as appetisers, desserts, or beverages, to enhance the dining experience and increase sales, while being attentive to guests' preferences and budget.
• Table Maintenance: Set and clear tables, replenish supplies, such as condiments and utensils, ensure table cleanliness, and provide prompt table service throughout the meal.
• Collaboration with Kitchen Staff: Communicate effectively with kitchen staff to coordinate order timing, address any special requests or modifications, and ensure that food is prepared and served in a timely manner.
• Payment Handling: Present the bill to guests, process payments accurately, handle cash and credit card transactions, and provide receipts, while maintaining professionalism and confidentiality in financial transactions.
• Customer Feedback: Solicit feedback from guests about their dining experience, address any concerns or issues promptly, and relay feedback to management to improve service quality and guest satisfaction.
• Teamwork: Collaborate with other restaurant team members, including hosts/hostesses, bartenders, and kitchen personnel, to ensure seamless service, efficient operations, and a positive work environment.
• Health and Safety Compliance: Adhere to health, safety, and sanitation regulations in food handling, cleanliness, and personal hygiene, to maintain a safe and hygienic dining environment for guests.

Requirements:

• Previous experience as a waiter/waitress or in a customer service role (preferred).
• Excellent communication and interpersonal skills – able to engage with guests professionally and warmly.
• Strong customer service mindset – friendly, efficient, and focused on creating a positive guest experience.
• Good personal hygiene and well-groomed appearance.
• Ability to work under pressure in a fast-paced environment.
• Basic knowledge of food and beverages, including menu familiarity and service etiquette.
• Ability to take accurate orders and relay them to the kitchen/bar promptly.