Waiter

PRIMARY OBJECTIVE OF POSITION

The primary aim is to maximise guest satisfaction, increase sales, and improve profitability

within the Service department by delivering quality food and beverages in line with the

hotel’s established guidelines. This involves a series of key service steps designed to ensure a

consistent and professional guest experience. Upon arrival, each guest should be greeted

promptly and courteously at the entrance. Staff must then escort guests to their table,

confirming their preference for either a smoking or non-smoking section. Once the seating

preference is established, guests should be assisted by pulling out their chairs and ensuring

they are comfortably seated. As part of the table-setting protocol, an unfolded napkin

should be offered and placed appropriately for each guest. These actions not only enhance

the guest’s immediate comfort but also contribute to the overall perception of service

quality. By following these procedures, staff can create a welcoming atmosphere that

encourages repeat visits, strengthens guest loyalty, and supports the hotel’s long-term

business objectives.

TASKS, DUTIES, AND RESPONSIBILITIES

 Customer Service & Teamwork

 Consistently delivers Yes I Can! service, exceeding customer and team expectations.

 Provides value-added service by going above and beyond to meet or exceed guest needs.

 Communicates effectively with guests, colleagues, and supervisors.

 Demonstrates teamwork by cooperating and assisting co-workers as required.

 Upholds Yes I Can! service standards at all times.

 Adherence to Hotel Policies & Procedures

 Arrives on time for scheduled shifts.

 Maintains personal hygiene in line with hotel standards.

 Follows all safety rules and regulations to minimize risks.

 Represents Radisson Blu Hotels & Resorts positively at all times.

 Guest Service & Sales

 Greets, seats, and presents menus to guests promptly and courteously.

 Maintains thorough knowledge of food and beverage menus to advise guests and

promote additional sales.

 Uses professional and courteous upselling techniques to enhance guest experience.

 Addresses regular guests by name with appropriate titles, maintaining records of their

preferences.

 Knows all table numbers and seating arrangements to ensure accurate guest placement.

 Assists the restaurant team in service when requested by the Restaurant Supervisor.

 Confirms set-ups and last-minute changes with the Restaurant Supervisor.

Key Responsibilities Reservations & Guest Management

 Maintain and update the restaurant reservations list at all times, ensuring accurate table

allocations.

 Maintain and file daily cover sheets.

 Greet guests, check satisfaction levels, and collect feedback.

 Farewell guests upon departure.

 Maintain an updated anniversary/birthday list for guests and inform the Restaurant

Manager on relevant dates.

Billing & Payment Handling

 Print guest bills with accurate items and prices.

 Process payments via room charge, cash, or credit card.

 Follow daily closing procedures as per guidelines.

 Tally cash, credit card transactions, room charges, and cash float.

 Deposit cash and restaurant keys as required.

Safety, Compliance & Confidentiality

 Maintain guest privacy and confidentiality at all times.

 Report lost and found items immediately to the Restaurant Manager.

 Identify and report potential hazards promptly.

 Follow hotel regulations, laws, and safety protocols.

Professional Standards & Communication

 Maintain high standards of hygiene, grooming, uniform, and conduct.

 Stay informed on hotel activities via the communication log book and update it for the

next shift.

 Attend outlet briefings and regular training sessions.

 Assist the Restaurant Supervisor and support other areas when needed.

 Accept flexible work schedules to ensure uninterrupted guest service.

 Continuously strive for professionalism in all job functions.

LAWS, REGULATIONS & POLICIES

 Complies with all applicable laws, especially those related to food safety, sanitation, and

alcohol regulations.

HEALTH & SAFETY

 Immediately reports any potential or actual hazards.

 Fully understands and follows the hotel’s fire emergency procedures.

 Enforces emergency protocols to ensure the safety of guests and employees.

 Works in a safe manner to prevent harm to self or others.

 Anticipates hazards and takes corrective or preventive action.

 Maintains high standards of personal hygiene, uniform, appearance, body language, and

conduct.

MISCELLANEOUS RESPONSIBILITIES

 Responsible Business: Actively participates in environmental and social initiatives within

the hotel and department.

 Works proactively to minimize guest complaints.

 Keeps up to date with relevant laws, hotel rules, and operational limitations.

 Ensures all food and beverage sales are properly recorded and paid.

 Reviews rooming and arrival lists to identify VIP guests and uses guest names

appropriately.

 Attends meetings and training as required by the Food & Beverage Manager.

 Accepts flexible work schedules to ensure uninterrupted guest service.

 Maintains a clean, tidy, and well-kept work area, reporting any defective materials or

equipment.

 Continuously seeks to improve job knowledge and skills.

REQUIRED KNOWLEDGE

 Hotel fire, bomb, and emergency procedures.

 Hotel health and safety policies.

 Hotel facilities and nearby points of interest (e.g., hospitals, stations, tourist attractions).

 Current alcohol and liquor licensing laws.

 Accepted hotel payment methods.

 Hotel and corporate marketing/promotional programs.

 Key corporate clients, returning guests, and high-value business generators.

Function: Customer Service
Experience Level: Entry Level