Restaurant Waiter / Waitress

Responsible to: Team Leader / Deputy Manager

General Duties You are our important link to our customers. You should be responsible for ensuring our customers leave having had an excellent experience in terms of food, service and the environment.

You will be responsible for ensuring that each customer in your section receives personal service and receives your undivided attention at all times, meeting and exceeding their needs and expectations.

Specific Responsibilities

The key responsibilities / duties of the post holder have been categorised under the following areas on the following pages:

• The Team • The Department • The Store

The Team To have a clear understanding of all aspects of the menu and its contents as well as the daily specials to allows you to serve customers to the best of your ability

To have an understanding of all allergens data and where to go to get further information should this be required.

To be clear how the Daily Shift Plan works and to understand how to take breaks and hand over sections when asked to.

To ensure you have a clear understanding of Plan Day and are aware of your planned shifts for the coming four weeks at least. To request holidays in a timely manner using the correct procedure at least two weeks ahead but ideally longer

To provide service to customers in line with the Rosebourne Way and trained through the Rosebourne Pathway to deliver consistently high standards

Restaurant Waiting Staff Job Description Dec18 To set a good example to others in terms of staff uniform, time keeping and attitude at all times.

To have a through understanding of the POD / PDQ systems and their layout and use in an efficient manner. To also understand how to use the manual system if so required.

To ensure customers are approached and drinks, meal and dessert orders are taken to the agreed standard as laid out in the Rosebourne Way at all times. To ensure the correct cutlery, napkins and condiments are served quickly and efficiently

To clear in all dirty tableware correctly and efficiently and, wherever possible to run this to the wash up and decant correctly. Where not possible to use “buss trays” stored correctly

To support all team members as required with customer issue resolution - step in, calm and resolve customer queries to bring about a speedy resolution and encourage the customer to return.

To always watch customers and look for signals to return to the table to check satisfaction, extra orders and bill requests – quickly and efficiently. To deal with bill payments, splits, discounts, vouchers and replacements in an efficient manner

To engage with customers and ensure they’ve had a good experience and to bring to your line manager’s attention if there is anything that needs to be resolved or improved.

The Department To have a through understanding of the dining room layout, table numbers and the zones in order to work in all sections

To have a clear understanding of the dishwasher layout and how to run dirties into wash up as well as replenish cleans out.

To be able to set up and replenish all waiter sections including fridges and consumables storage

To be able to replenish all stock from the dry stores / cold rooms so that all condiments and service can be delivered efficiently.

To close down the dining room and carry out cleaning standards to achieve the highest levels of presentation at all times and to carry out deep cleans as directed.

To report any equipment issues for follow up by the Restaurant or Deputy Management to ensure that service is never compromised.

To feedback to the Restaurant Management team any areas of improvement on the PODs printed information to improve efficiency.

The Store To interact with customers throughout the store, aiming to satisfy and exceed their needs and expectations.

To support staff training for the wider store team as required and to feedback any concerns over staff or customer stock loss issues as required.

Restaurant Waiting Staff Job Description Dec18