Waiter

A. Job Qualifications

• Ideally holds a relevant diploma or qualification in Hospitality, Food & Beverage, Tourism Management, or a related field.
• Minimum of 1–2 years of experience in a similar role, preferably within a luxury hotel or upscale restaurant environment.
• Strong customer service, communication, and interpersonal skills.
• Good knowledge of food and beverage products, service standards, and restaurant operations.
• Previous experience with Micros or a similar POS system is an advantage.
• Professional appearance with excellent grooming and presentation standards.
• Positive attitude with the ability to work effectively as part of a multicultural team.
• Flexible and able to work various shifts based on operational requirements.

B. Key Areas of Responsibility

1. Customer Service

• Delivers exceptional, personalized service in line with the hotel's standards and brand promise.
• Welcomes guests warmly and establishes positive relationships throughout their dining experience.
• Anticipates guest needs and responds promptly and professionally to requests.
• Handles guest comments, concerns, and inquiries in a courteous and efficient manner, ensuring appropriate follow-up and satisfactory resolution.
• Maintains positive and professional interactions with guests and colleagues at all times.
• Provides excellent service to internal customers and works collaboratively with other departments.
• Creates memorable guest experiences through attentive, genuine, and personalized service.

2. Operational

• Ensures all established brand and Food & Beverage service standards are consistently followed.
• Works closely with colleagues and other departments in a supportive and flexible manner, contributing to the overall success of the hotel and guest satisfaction.
• Maintains appropriate par levels of operating equipment, supplies, and guest amenities.
• Welcomes and seats guests, presents menus, takes orders, and serves food and beverages according to established service sequences and procedures.
• Demonstrates thorough knowledge of all menu items, ingredients, beverages, promotions, and special offerings.
• Confidently answers guest inquiries and provides suitable recommendations based on guest preferences.
• Actively promotes and upsells food and beverage items while maintaining a natural and guest-focused approach.
• Ensures tables are properly set, cleared, and reset according to established standards.
• Uses the Micros/POS system accurately and efficiently for order processing and billing.
• Presents guest bills accurately and processes payments in accordance with established procedures.
• Performs cashiering duties when required and ensures all cash and credit card transactions are handled accurately and securely.
• Strictly follows all Finance policies and procedures relating to cashiering, payment processing, and cash handling.
• Maintains cleanliness, organization, and readiness of the assigned station and surrounding service areas.
• Communicates guest preferences, dietary requirements, allergies, and special requests accurately to the relevant team members.
• Ensures all guest requests are followed through in a timely and professional manner.

3. People & Teamwork

• Demonstrates and supports GHM's values and service culture in daily interactions.
• Maintains positive and respectful working relationships with colleagues and contributes to a collaborative team environment.
• Supports colleagues during busy periods to ensure smooth and efficient operations.
• Communicates effectively with the kitchen, bar, and other Food & Beverage colleagues to ensure seamless service delivery.
• Participates actively in departmental training, briefings, and development activities.

4. Other Duties

• Attends and actively contributes to training sessions, departmental briefings, and meetings as required.
• Maintains a high standard of personal presentation, grooming, and hygiene at all times.
• Represents the hotel professionally and demonstrates responsible behavior both with guests and colleagues.
• Familiarizes themselves with and adheres to the Employee Handbook, hotel policies, rules, and procedures.
• Complies with all hotel requirements relating to food safety, hygiene, health and safety, fire safety, security, and the appropriate use of hotel systems and resources.
• Adapts positively to changes within the Food & Beverage operation and supports evolving business and operational requirements.
• Maintains professional relationships with relevant business partners and industry representatives where appropriate.
• Carries out any other reasonable duties and responsibilities assigned by the supervisor or management.