Waiter

Roles and responsibilities

As a Waiter/ess, you are responsible for serving guests in a friendly, timely, and efficient manner to deliver an excellent Guest and Team Member experience. A Waiter/ess will also be required to have extensive knowledge of menu offerings. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Manage guest queries in a friendly, timely, and efficient manner
• Serve Alcoholic/non-Alcoholic beverages in conjunction with licensing/liquor regulations for residents and non-residents
• Ensure knowledge of menu and all products
• Ensure mis-en-place is well stocked at all floor stations
• Follow correct reporting procedures if faced with issues
• Ensure Food and Beverage orders are of a consistently good standard and delivered in a timely manor
• Practice Hilton Grooming standards including uniform dress code, cleanliness and personal hygiene
• Comply with hotel security, fire regulations and all health and safety legislation
  
  

What are we looking for?

A Waiter/ess serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Positive attitude
• Good communication skills
• Committed to delivering high levels of customer service
• Excellent grooming standards
• Flexibility to respond to a range of different work situations
• Ability to work on your own or in teams
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Experience in Food and Beverage department and/or industry
• Previous experience of cash handling
• Knowledge of Food Hygiene Regulations

Desired candidate profile

Customer Service Skills

• Friendly demeanor: Create a welcoming and positive dining experience for guests.
• Active listening: Understand customer preferences, special requests, or dietary needs.
• Conflict resolution: Address customer complaints or dissatisfaction professionally.
• Empathy: Show care and understanding for customer needs.

Communication Skills

• Verbal communication: Clearly explain menu items, specials, and promotions.
• Non-verbal communication: Use body language and gestures to ensure understanding and convey attentiveness.
• Team communication: Coordinate effectively with kitchen staff and other team members.

Organizational Skills

• Multitasking: Handle multiple tables and prioritize tasks efficiently.
• Time management: Ensure prompt service and timely delivery of orders.
• Attention to detail: Accurately take and serve orders, avoiding mistakes.

Technical Skills

• POS system operation: Proficient in using point-of-sale systems for order entry and payment processing.
• Cash handling: Manage payments, provide change, and process credit card transactions accurately.
• Basic IT knowledge: Use digital tools for reservations or ordering, if applicable.

Product Knowledge

• Menu familiarity: Understand dishes, ingredients, and preparation methods.
• Beverage expertise: Knowledge of wines, cocktails, and pairings to recommend to guests.
• Specials and promotions: Stay updated on daily or seasonal offerings.

Physical Stamina

• Endurance: Ability to stand, walk, and carry heavy trays for extended periods.
• Agility: Navigate crowded spaces and maintain balance while carrying items.
• Quick reflexes: Handle unexpected spills or accidents gracefully.

Sales Skills

• Upselling: Suggest appetizers, drinks, or desserts to enhance the dining experience.
• Promotions: Inform guests about special deals or loyalty programs.
• Customer retention: Build rapport to encourage repeat business.