Elements and Performance Criteria
- Organise and prepare for service.
- Access appropriate workplace information in order to plan and organise tasks to be completed.
- Liaise with team members and other relevant people to confirm and inform others of service requirements.
- Develop and follow a work plan or schedule to maximise efficiency, taking into consideration roles and responsibilities of other team members.
- Prepare work area, equipment and supplies to meet service requirements according to established systems and procedures.
- Provide service.
- Greet customers courteously and appropriately and determine their requirements for products and services.
- Offer information to customers on available products and services and assist them to make choices that meet individual needs, special requests or dietary or cultural requirements.
- Proactively promote, up-sell and cross-sell products and services where appropriate according to organisation policy and procedures.
- Use the organisation system and technology for reservations, ordering or stock control as appropriate.
- Provide service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
- Communicate effectively and work cooperatively as part of the team and according to established work plan.
- Follow workplace safety and hygiene procedures according to organisation and legislative requirements.
- Provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict.
- Identify problems, determine possible solutions and take appropriate action to resolve the situation according to organisation procedures.
- Complete end of service procedures and farewell customers according to job role and organisation procedures in a manner that will encourage them to return.
- Close down after service.