WAITER / WAITRESS

Place of Work: Food and Beverage

Scope and General Purpose of Job: To ensure the smooth and efficient running of the training
function in the F&B Division in accordance with the divisional
objectives.

Responsible to: Food & Beverage Manager

Restaurant Manager
F&B Supervisor
Responsible for:

Main Duties

Customer Service
 Ensures the delivery of brand promise and provides exceptional guest service at all times.
 Provides excellent service to internal customers in other departments as appropriate.
 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner,
following through to make sure problems are resolved satisfactorily.
 Maintains positive guest and colleague interactions with good working relationships.
 Establishes a rapport with guests maintaining good customer relationships.

Operational
 Ensures that minimum brand standards have been implemented.
 Responds to the results of the Consumer Audit and ensures that the relevant changes are
implemented.
 Works closely with other employees in a supportive and flexible manner, focusing on the overall
success of the hotel and the satisfaction of hotel guests.
 Works in a supportive and flexible manner with other departments, in a spirit of “We work through
Teams”.
 Takes orders from guests and repeats the orders before ending the telephone conversation.
 Ensures all orders are properly taken as requested.
 Delivers order to guests’ room in a prompt and timely manner.
 Strictly adheres to the hotel policies and procedures especially entering guest rooms.
 Ensures no entry to any guest room with ‘D&D” sign.
 Collects cutlery from guest room or corridor as soon as being informed.
 Presents bill and collects payment upon delivering the food.
 Verifies cash received ensuring only genuine money been collected.
 Verifies all credit cards presented by guest before to validity of the card if appropriate.

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Operational (continued)
 Strictly adheres to all policies and procedures issued by the Finance with regard to cashiering and
cash handling.
 Fully conversant with all aspects of the Cashiering System.
 Have a thorough knowledge and understanding of all food and beverage items in the menu and the
ability to recommend Food and Beverage combinations and up sell alternatives.

Other Duties
 Understands and strictly adheres to Rules and Regulations established in the Employee Handbook
and the hotel's policies concerning fire, hygiene, health and safety.
 Ensures high standards of personal presentation and grooming.
 Responds to changes in the Food and Beverage function as dictated by the industry, company and
hotel.
 Exercises responsible behaviour at all times and positively representing the hotel and Hotel Indonesia
Group.
 Attends training sessions and meetings as and when required.
 Carries out any other reasonable duties and responsibilities as assigned.

Name of Employee:

Date Received:

Signed:

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