Waiter / Waitress

Job title : Waiter / Waitress

Role Objective

• The objective of the Waiter/Waitress is to ensure that every guest receives timely, accurate, courteous and professional service while supporting efficient restaurant operations, maintaining service standards and contributing positively to customer satisfaction, repeat patronage and revenue.

Job Summary

• We are seeking courteous, well-groomed, attentive and service-oriented Waiters and Waitresses to provide excellent dining and guest service within a hospitality and entertainment environment.
• The successful candidate will be responsible for welcoming guests, taking and serving food and beverage orders, maintaining service standards, supporting restaurant operations and ensuring every guest receives a professional, friendly and memorable experience.
• This is a highly customer-facing role that requires strong communication, good personal presentation, attention to detail and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

• Welcome and attend to guests professionally and courteously.
• Present menus and provide clear information about available food and beverage options.
• Take accurate food and drink orders.
• Enter orders correctly into the approved POS or restaurant management system.
• Communicate guest orders promptly and accurately to the kitchen and bar teams.
• Serve food and beverages according to established service standards.
• Confirm that guests receive the correct orders.
• Check on guests during service without being intrusive.
• Respond professionally to guest requests, concerns or complaints.
• Escalate unresolved guest issues to the Supervisor or Restaurant Manager.
• Prepare tables before service and reset tables promptly after guests leave.
• Maintain cleanliness and orderliness of tables, chairs and surrounding service areas.
• Ensure cutlery, glassware, napkins and other service materials are properly arranged.
• Assist with restaurant opening and closing procedures.
• Maintain knowledge of menu items, prices, promotions and unavailable items.
• Recommend suitable meals, drinks or add-ons when appropriate.
• Support upselling and cross-selling initiatives without pressuring guests.
• Handle bills and payments according to approved procedures.
• Ensure cash, POS and payment transactions are properly processed.
• Issue receipts to customers when required.
• Immediately report payment discrepancies or system issues.
• Support event, banquet, restaurant and special-function service when assigned.
• Work closely with kitchen, bar, cashier, restaurant supervisor and other service staff.
• Follow all food-safety, hygiene and operational procedures.
• Report damaged equipment, shortages, spills or safety hazards immediately.
• Protect the company's property, equipment and service materials.

Guest Service Standards:
The Waiter/Waitress is expected to:

• Greet guests warmly and respectfully.
• Maintain a friendly and professional attitude throughout service.
• Listen carefully to guests and communicate clearly.
• Avoid unnecessary arguments or confrontation with customers.
• Maintain appropriate eye contact and positive body language.
• Never ignore a guest requiring assistance.
• Maintain confidentiality and respect guest privacy.
• Treat all customers fairly and professionally.
• Demonstrate patience when dealing with difficult or demanding guests.
• Maintain composure during busy service periods.

Personal Presentation and Grooming Standards:
Because this is a front-of-house hospitality role, the successful candidate must:

• Maintain excellent personal hygiene.
• Be consistently neat and professionally groomed.
• Wear the approved uniform correctly and keep it clean.
• Maintain clean footwear, hair, hands and fingernails.
• Avoid excessive jewellery, fragrances or accessories while on duty.
• Maintain a professional and welcoming appearance.
• Be confident interacting directly with guests.
• Maintain good posture and professional body language.
• Be physically capable of standing and moving for extended periods during service.
• Maintain an energetic and positive appearance during working hours.

Key Performance Indicators
Performance will be assessed using indicators such as:

• Guest satisfaction.
• Accuracy of orders.
• Speed of service.
• Customer complaints attributable to service.
• Table turnaround time.
• Upselling performance.
• Attendance and punctuality.
• Adherence to grooming standards.
• Cleanliness of assigned service areas.
• Compliance with POS and payment procedures.
• Teamwork and cooperation.
• Knowledge of menu items.
• Compliance with operational and hygiene procedures.

Preferred Qualifications

• Minimum of secondary-school education or equivalent.
• Hospitality, catering or customer-service training is an advantage.
• Previous experience in a restaurant, hotel, lounge, café, bar or similar hospitality environment is preferred.
• Prior experience using a restaurant POS system is an advantage.
• Candidates without extensive experience may be considered where they demonstrate strong attitude, communication and willingness to learn.

Required Skills and Competencies:

• Strong customer-service skills.
• Good verbal communication skills.
• Ability to listen and follow instructions.
• Basic numeracy skills.
• Ability to use a POS or restaurant management system.
• Good attention to detail.
• Ability to remember menu items and customer requests.
• Ability to multitask during busy periods.
• Strong teamwork skills.
• Ability to remain calm under pressure.
• Good personal organization.
• Ability to work quickly without sacrificing service quality.
• Basic understanding of food hygiene and restaurant service procedures.

Personal Attributes:
The ideal candidate should be:

• Courteous and respectful.
• Well-groomed and presentable.
• Friendly and approachable.
• Honest and trustworthy.
• Energetic and hardworking.
• Patient with customers.
• Observant and attentive.
• Punctual and dependable.
• Disciplined.
• Able to follow instructions.
• Comfortable working as part of a team.
• Willing to learn and improve.

Conduct and Ethics
The Waiter/Waitress must:

• Never request tips from guests.
• Never alter customer bills or transactions.
• Never consume customer food or beverages.
• Never remove company property without authorization.
• Never disclose guest information.
• Never engage in inappropriate conversations with guests.
• Never report to work under the influence of alcohol or prohibited substances.
• Avoid the use of personal mobile phones during active service except when authorized for work purposes.
• Immediately report suspected fraud, theft or misconduct.
• Follow all company policies, SOPs and instructions from authorized supervisors.

Working Conditions
The role may require:

• Shift work.
• Weekend and public-holiday duties.
• Evening or night shifts.
• Standing for extended periods.
• Moving between restaurant, bar, event and guest-service areas.
• Supporting high-volume service during events and peak periods.