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Senior Waiter

1 month ago

Dubai, Dubai, United Arab Emirates Mandarin Oriental Hotel Group Full time
Roles and responsibilities
  • Have a good understandingof the outlet's concept and food and beverage offeringsand be able to verbally explain those toguests.
  • Ensure that mise en place is completedshift to shift and during service in order to provide an efficientservice. This includes cleaning tasks in front and back of house aswell as polishing and assembling ofequipment.
  • Be able to operate the requiredsteps on the POS - point of sales system in order to process foodand beverage orders.
  • Be able to deliver serviceby understanding the guest requirements.
  • Carryout all tasks in a friendly, courteous and efficientmanner.
  • Properly up-sell services and productsto our guests at all times, enhancing service and generatingincreased revenue.
  • Be able to process MOHG Giftcards and other non-cash methods ofpayment.
  • Perform any tasks relating to billingaccording to hotel standards and cashieringpolicies.
  • Ensure all dishes are presented incompliance with hotel standards and food & beveragespecifications.
  • Conserve all outlet equipmentand utensils in good conditions by proper day to day handling ofall applicable utensils and by carrying out required side duties asassigned.
  • Assist in picking up all requiredstocks, including linen, beverage, dried goods and others andarrange them accordingly.
  • Ensure productknowledge is up to date.
  • Ensure that managementand kitchen colleagues are informed of any special guestpreferences or allergies.
  • Support as requiredother outlets as assigned by the Restaurant/ OutletManager.
  • Any other reasonable tasks as assignedby the Restaurant/ Outlet Manager.
  • Communicatewell with colleagues and superiors in order to avoidmisunderstandings and other shortfalls caused by lack ofcommunication.
  • Be committed to being a teamplayer; proactively cooperating and supporting colleagues inoperational tasks.
  • Listen to every guest andobserve body language carefully in order to be able to understandguest needs and expectations and consistently delight and satisfyevery guest.
  • Have a natural, warm smile and afriendly and passionate approach towardsguests.
  • Create WOW moments to surprise anddelight guests in the Restaurants through gestures and otheractions.
  • Ensure customer satisfaction fromarrival to departure in accordance to the MOHG Legendary QualityExperiences (LQEs), the MOHG Pillars and the respective servicestandards of MOQA.
  • Report guest'spreference to superiors and act upon them wheneverknown.
Desired candidate profile

1.Customer ServiceSkills

  • Attentiveness:The ability to notice guests' needs and respond quickly,whether it's refilling drinks, taking orders, or clearingempty plates.
  • Politeness andCourtesy: A friendly, approachable demeanor thatmakes customers feel welcome andvalued.
  • Problem-Solving:Addressing guest complaints or special requests in a calm andefficient manner to ensuresatisfaction.

2.CommunicationSkills

  • Clearand Effective Communication: Ability to communicateorders clearly with kitchen staff and to explain menu items orspecial offers tocustomers.
  • ActiveListening: Listening attentively toguests' preferences, dietary restrictions, or concerns,and relaying them to the kitchen or other staff membersappropriately.
  • Non-VerbalCommunication: Understanding the importance of bodylanguage, such as smiling, making eye contact, and maintaining apositive attitude, which helps create a welcomingatmosphere.

3. Memoryand Attention toDetail

  • MemorySkills: Ability to remember guests' ordersaccurately, including specific modifications or dietarypreferences, without needing to write everythingdown.
  • Attention toDetail: Ensuring that orders are correct and thatcustomers' needs are anticipated and met. This includesnoticing when a guest may need assistance or when their drink needsto be refilled.

4.Multitasking and TimeManagement

  • HandlingMultiple Tasks: Managing several tables at oncewhile maintaining a high level of service, such as taking orders,serving food, and ensuring customers' needs are met withoutbeing overwhelmed.
  • EfficientService: Prioritizing tasks (e.g., serving drinksfirst, taking orders quickly, clearing plates when appropriate) toensure that the dining experience runssmoothly.

5. PhysicalStamina

  • Enduranceand Agility: Waiters are often on their feet forlong periods, carrying trays, walking between tables, andmaintaining a high energy level throughout theshift.
  • Balance andCoordination: Carrying multiple plates, glasses, ortrays at once without droppingitems.

6. ProductKnowledge

  • MenuKnowledge: Understanding the menu thoroughly,including ingredients, preparation methods, and any dietaryconsiderations (e.g., vegetarian, gluten-freeoptions).
  • Specials andRecommendations: Being knowledgeable about dailyspecials, seasonal dishes, or chef's recommendations andbeing able to suggest items based on guests'preferences.