Waiter/Waitress

Job Description/RequirementsKey Responsibilities Guest Experience & Service Delivery Welcome, seat, and attend to guests promptly, creating a warm and professional first impression. Present menus, explain specials, and recommend food and beverage pairings. Take accurate orders and coordinate seamlessly with teams. Serve food and drinks with correct presentation, timing, and etiquette. Anticipate guest needs, refill drinks, and check back proactively during meals. Upselling & Revenue Enhancement Promote daily specials, signature dishes, and hotel events. Suggest additional items (appetizers, desserts, premium beverages) to maximize revenue. Contribute to achieving restaurant sales targets through subtle upselling.

Dining Area Preparation & Maintenance Set up dining areas with clean, polished cutlery, crockery, glassware, and table décor. Arrange tables according to hotel standards and guest requirements. Maintain cleanliness and order in dining and service areas throughout shifts. Guest Relations & Service Recovery Respond to guest inquiries courteously and knowledgeably. Handle guest complaints diplomatically, resolving issues where possible before escalation. Record and share guest preferences and feedback with supervisors. Billing & Financial Transactions Prepare accurate guest bills and process payments (cash, card, or room charges) per hotel procedures. Follow financial protocols in billing, reconciliation, and guest receipts.

Compliance & Standards Follow food safety, hygiene, and service protocols consistently. Maintain professional grooming, uniform, and personal hygiene. Deliver service in line with brand style and guest experience standards. Teamwork & Professionalism Collaborate with colleagues to ensure smooth service flow. Support fellow staff during peak hours and special events. Participate in team briefings, training sessions, and continuous improvement activities. Qualifications Diploma/Certificate in Hospitality, Food & Beverage Service, or Customer Service (preferred). 1–3 years’ prior experience as a waiter/waitress in a hotel or upscale restaurant. Familiarity with POS and digital billing systems.

Fluency in English; Kiswahili required; knowledge of additional languages is an advantage. Core Competencies Exceptional interpersonal and customer service skills. Ability to upsell and influence guest decisions without being intrusive. Strong communication and active listening abilities. Attention to detail in presentation and service delivery. Ability to multitask and stay composed in high-pressure situations. Professional grooming, etiquette, and body language. Team player with a positive, solutions-oriented mindset. Physical & Other Requirements Ability to stand, walk, and carry trays for extended periods. Flexibility to work rotating shifts, weekends, evenings, and public holidays. Excellent stamina, personal hygiene, and grooming standards.

Energetic, approachable, and guest-focused demeanor.