Waitress
Rosewood Hotels and Resorts
Job Description Job Summary
To provide warm and genuine service, delivered with passion and dedication, exceeding our guests’ expectations at all times. Our waiters provide full operational support to the restaurant’ Captain / Supervisor and Managers. Our goal is to maintain efficiency during service through planning, preparation, adapting to the needs of the moment and through excellence of knowledge. We aim to achieve these goals through; thorough training, strong associate support, team work and feedback.
Essential Duties and Responsibilities
Guest satisfactionEnsures to deliver the brand promise and provide exceptional guest service at all times.Exercise responsible behavior at all times and positively represent the restaurant team and Rosewood Hotels & ResortsEnsures that all guest and internal customer complaints are resolved in a quick and efficient manner.Maintains positive guest and colleague interactions with good working relationships.
OperationsUnderstand and strictly adheres to Rules and Regulations established in the hotel's policies concerning fire, hygiene, health and safetyEnsure high standards of personal presentation and groomingFully partake in a comprehensive training program as set out by the restaurant in conjunction with Talent & CultureTo have a full working knowledge of the outlet floor plan / layout, all F&B offersEstablish rapport with guests in a professional mannerProvide our guests with the highest level of service and attention at all timesHandle all guest enquires and complaints in a courteous and efficient manner, requesting the assistance of the Captain / Supervisor or manager as requiredWork towards a high level of guest recognition, and build a full working knowledge of guest preferencesEnsure discretion and confidentiality with VIP customers and to ensure all information is given to a head waiter and the management in order for the reservation in-house database to be updatedFollow the outlet Order of Service and Standard Operating Procedures at all timesFollow all ongoing training procedures as set out by your mentor and the managementReport for duty on time and prepared for your shiftAdhere to agreed break timesFollow opening procedures and complete all duties as required by the management and the Captain / SupervisorEnsure that all stations are equipped with sufficient clean, polished cutlery / plates, and all other service wearEnsure all tables are laid in accordance with the SOPBe ready and prepared for serviceEngage with, and contribute to service briefingsTake instruction from your Captain / Supervisor and manager, anticipate their requirementsWork with your Captain / Supervisor in order to control your sectionAssist the Captain / Supervisor in controlling your section in the outletFollow the Order of Service at all times, responding to the head’s instructionsRespond to any menu / drinks queries with knowledgeable, informative and engaging answersEnsure that individual Mis en Place for each order is known and placed on the tableUnderstand guests to be prioritized – VIP’s, unhappy guests & regularsCommunicate guest preferences to your Captain / Supervisor in order to build guest profilesReact promptly and deal with any issues, complaints, breakages & spillagesCommunicate any issues to your Captain / Supervisor and management promptlyRestock your stationEnsure a high level of cleanliness is maintained throughout the outletFollow correct closing procedures accordinglyComplete relevant checklists correctly and honestly
Standard ResponsibilitiesComply and adhere to the Rosewood company policies.Take on other tasks in addition of the ones stated, in a reasonable frameworkBe a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.Model the company’s culture, vision, mission and core values at all times.Review Forbes / Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).Responsible for the recruitment, in conjunction with the Talent & Culture Department, of associates.Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates.Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.
Confidentiality
Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.
Health & SafetyBe aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.Report any defects in the building, plant or equipment according to hotel procedure.Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.Be fully conversant with:RegulationsRisk Assessments for your departmentHotel Fire & Bomb Procedures
OtherThe above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
To provide warm and genuine service, delivered with passion and dedication, exceeding our guests’ expectations at all times. Our waiters provide full operational support to the restaurant’ Captain / Supervisor and Managers. Our goal is to maintain efficiency during service through planning, preparation, adapting to the needs of the moment and through excellence of knowledge. We aim to achieve these goals through; thorough training, strong associate support, team work and feedback.
Essential Duties and Responsibilities
Guest satisfactionEnsures to deliver the brand promise and provide exceptional guest service at all times.Exercise responsible behavior at all times and positively represent the restaurant team and Rosewood Hotels & ResortsEnsures that all guest and internal customer complaints are resolved in a quick and efficient manner.Maintains positive guest and colleague interactions with good working relationships.
OperationsUnderstand and strictly adheres to Rules and Regulations established in the hotel's policies concerning fire, hygiene, health and safetyEnsure high standards of personal presentation and groomingFully partake in a comprehensive training program as set out by the restaurant in conjunction with Talent & CultureTo have a full working knowledge of the outlet floor plan / layout, all F&B offersEstablish rapport with guests in a professional mannerProvide our guests with the highest level of service and attention at all timesHandle all guest enquires and complaints in a courteous and efficient manner, requesting the assistance of the Captain / Supervisor or manager as requiredWork towards a high level of guest recognition, and build a full working knowledge of guest preferencesEnsure discretion and confidentiality with VIP customers and to ensure all information is given to a head waiter and the management in order for the reservation in-house database to be updatedFollow the outlet Order of Service and Standard Operating Procedures at all timesFollow all ongoing training procedures as set out by your mentor and the managementReport for duty on time and prepared for your shiftAdhere to agreed break timesFollow opening procedures and complete all duties as required by the management and the Captain / SupervisorEnsure that all stations are equipped with sufficient clean, polished cutlery / plates, and all other service wearEnsure all tables are laid in accordance with the SOPBe ready and prepared for serviceEngage with, and contribute to service briefingsTake instruction from your Captain / Supervisor and manager, anticipate their requirementsWork with your Captain / Supervisor in order to control your sectionAssist the Captain / Supervisor in controlling your section in the outletFollow the Order of Service at all times, responding to the head’s instructionsRespond to any menu / drinks queries with knowledgeable, informative and engaging answersEnsure that individual Mis en Place for each order is known and placed on the tableUnderstand guests to be prioritized – VIP’s, unhappy guests & regularsCommunicate guest preferences to your Captain / Supervisor in order to build guest profilesReact promptly and deal with any issues, complaints, breakages & spillagesCommunicate any issues to your Captain / Supervisor and management promptlyRestock your stationEnsure a high level of cleanliness is maintained throughout the outletFollow correct closing procedures accordinglyComplete relevant checklists correctly and honestly
Standard ResponsibilitiesComply and adhere to the Rosewood company policies.Take on other tasks in addition of the ones stated, in a reasonable frameworkBe a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.Model the company’s culture, vision, mission and core values at all times.Review Forbes / Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).Responsible for the recruitment, in conjunction with the Talent & Culture Department, of associates.Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates.Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.
Confidentiality
Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.
Health & SafetyBe aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.Report any defects in the building, plant or equipment according to hotel procedure.Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.Be fully conversant with:RegulationsRisk Assessments for your departmentHotel Fire & Bomb Procedures
OtherThe above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
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