Elements and Performance Criteria
- Organise tasks and plan work flow.
- Access relevant information and plan and organise work; prioritising, sequencing and monitoring tasks and processes.
- Clarify job roles with other team members and delegate tasks to others as appropriate.
- Develop and follow a work schedule or plan to maximise efficiency, taking into consideration roles and responsibilities of other team members.
- Plan and monitor work flow during service, including own tasks and those of other team members and make adjustments where appropriate.
- Manage the service cycle.
- Complete set up and mise en place of restaurant, dining area, function or catering outlet and check and adjust dining environment to ensure comfort and ambience for customers according to service requirements and enterprise procedures.
- Welcome customers and offer available pre-meal services according to enterprise procedures.
- Escort and seat customers according to table allocation, assisting with seating and providing napkin service according to enterprise procedures.
- Present menus and drinks lists to customers and provide information, giving clear explanations and descriptions and answering questions correctly and courteously.
- Make recommendations and suggestions to customers to assist them with drink and meal selection, and promote or up-sell products as appropriate.
- Take orders and relay to kitchen and bar, providing additional information about any special requests or dietary or cultural requirements where appropriate.
- Provide and adjust glassware, serviceware and cutlery suitable for menu choices and according to enterprise procedures.
- Monitor flow of service and meal delivery, serving and clearing food, drinks and plates at the appropriate time during service with minimal disruption to customers.
- Identify any delays or deficiencies in service or products and address promptly to customer satisfaction and according to enterprise policy and procedures.
- Organise and present accounts to customers on request, and process them according to enterprise procedures.
- Farewell customers courteously in a manner that will encourage them to return.
- Perform close-down procedures after service according to enterprise procedures.
- Undertake tasks according to environmental considerations.
- Manage relationships with colleagues and customers.
- Liaise with kitchen, bar and other waiting staff before, during and after service to maximise communication and flow of information.
- Identify clearly any problems and address them promptly and courteously using appropriate communication techniques.
- Provide a hospitality experience, according to established protocols and service techniques, enterprise policies and customer expectations.
- Provide handover to incoming restaurant colleagues and share relevant information.
- Review and evaluate services with colleagues where appropriate, identifying possible improvements and innovations and informing relevant others as appropriate.