Objective:
• Primarily responsible for serving guests within our restaurants/cafe’s, their main function is to provide efficient service and excellent hospitality to all our guests daily.
• In addition, a server will be responsible for cash control elements, food quality and managing guest dissatisfaction.
Responsible for selling and up selling restaurant offering.
Know-How (for all levels)
· Able to relate to people in a pleasant and cooperative manner
· Works as part of a team supporting and assisting team members where possible
· Contributes to the team by performing to a high standard in all tasks
· Takes food orders from guests and communicates these orders efficiently to the kitchen
· Attends to the needs of the guests recognizing the requirements often before the guests know they need something.
· Ensures the sequence of service for the respective brand is followed 100% for every guest
· Strives to maintain full menu knowledge and options on all dishes within the menu
· Acquires full knowledge of company policies and procedures and fulfills the requirements of these policies.
· To follow any reasonable requests and directives from line managers and assist in other tasks outside of the scope of server if required.
· To report any instances of misbehavior, theft, dishonesty and harassment to a line manager or HR department.
· Maintains a high level of personal hygiene – according to prescribed standards from HDC operations
· Washes hands frequently to minimize cross contamination risks and food quality
· Adheres to all policies and procedures as prescribed by HDC operations
· Takes and active part in maintaining a safe culture by observing, reporting and correcting potential hazards and risks within the business.
· Follows guidelines and directions from Baladiya officers and protects the business by ensuring all potential closure factors are reported to line manager in a timely fashion.
· Must ensure all food served to guests is safe and free from foreign bodies.
· Adopts a work ethic of “Clean as you go” and always completed cleaning tasks to the correct high standard.
· Able to recognize issues with dishes before they are served to guests
· Has extensive knowledge of the menu and can easily recall ingredients, cooking methods and buzz words to help sell the dishes. Can also advise guests of variations available and potential allergic components within a dish without consulting the kitchen
· Can advise guests of taste, texture, cooking method, spice levels and portion sizes without seeking advice of chefs.
· To maintain highest levels of cash control – taking responsibility for all losses and errors.
· To manage cash, ensuring errors are kept to a minimum and checking all cash received from guests for correct amounts and genuine currency
· Ensures all information related to cash on the premises is kept confidential and never disclosed to third parties outside of the assigned unit and operational management.
· Is open and honest with tips acquired during service and follows the tips policy as prescribed by HDC operations.
· Problem Solving (If any)
· Handle guest complaints following the instant pacification procedure and ensuring guest satisfaction.
· Able to recognize issues with dishes before they are served to guests
· Has extensive knowledge of the menu and can easily recall ingredients, cooking methods and buzz words to help sell the dishes. Can also advise guests of variations available and potential allergic components within a dish without consulting the kitchen
· Can advise guests of taste, texture, cooking method, spice levels and portion sizes without seeking advice of chefs.
· Accountability
· Always punctual and able to manage self to attend work to the assigned schedule
· Does not deviate from assigned tasks without prior communication to line manager
· Able to project a professional image always to guests
· Follows uniform and appearance standards as prescribed by HDC operations
· Follows strict standards of personal hygiene as per HDC operations standards, smells fresh and is well groomed.
· Minimizes absences and communicates correctly if any absence is necessary
· Strives to develop self through an attitude of “learn something new every day” attends all offered training courses and
makes best efforts to understand the brand, its menus and vision on a daily basis.
· Aids team members in their day to day tasks
· Never Says – “it’s not my job”
· Follows instructions from line managers to the letter and often strives to complete a task to its maximum potential.
· Goes the extra mile and completes tasks without being asked
· Supports and develops new team members with coaching and tips on how to accomplish tasks more efficiently.
· To maintain standards of hospitality that exceed expectations for every guest that enters our restaurants
· To serve food in an efficient and structured manner according to HDC sequence of service
· To relate to each and every guest – understanding that Hospitality is our business focus from servers.
· To build relationships with each of our guests to ensure they make return visits to our outlets.
· To anticipate guest needs and ensure all special requirements are met in a timely fashion.
· To effectively manage and champion guest complaints and resolve issues to the guests satisfaction
· To communicate and inform line managers of issues, potential problems and operational shortfalls on a daily basis.
· To understand that “The guest is our business and the business is our guest” philosophy and that our guests are what we are all about.