Waiter/Waitress at Mantis Akagera Game Lodge :Deadline: 05-12-2023

1.        Department

FOOD & BEVERAGE

2.        Reports to

Food & Beverage Manager

Assistant F&B Manager

F&B Supervisor

job purpose

To increase guest satisfaction by providing efficient, prompt, trouble free and courteous food and beverage service to guests in the restaurant, bar, meeting & events and room service in line with Companies Policies, Procedures and Service Standards.

TASKS, DUTIES & RESPONSIBILITIES

Understanding the companies Policies, Procedures, Operational and Financial Principles and the components involved in the day to day operations of the Food & Beverage Departments.

• Provides efficient, prompt, trouble free, and courteous service by bussing, serving and setting tables.
• Serves guests their food and beverage promptly and courteously.
• Sets tables in accordance to company standards ensuring that all crockery, cutlery, glassware and linen are clean, polished and in good condition.
• Ensures that the working area and station are stocked with “mise-en-place” and kept clean and tidy at all times.
• Maintains a thorough working knowledge of food and beverage menus, to be able to advise guests on selection and promote additional sales accordingly.
• Promotes additional sales by taking opportunities to up-sell, in a manner that is professional and courteous.
• Is familiar with all equipment relating to the Conferencing functions (e.g. Projector, Wifi, Web camera, microphone)
• Confers with the Supervisor concerning set-ups and last-minute changes.
• Confers with Supervisor regarding last minute arrangements to co-ordinate with kitchen production.
• Works as a team player to meet departmental goals.
• Informs Management & Kitchen immediately of any complaints.
• Is responsible for the highest standard of cleanliness and hygiene in the restaurants.
• Is fully knowledgeable working on F&B operating systems such as Micros or Symphony.
• Processes cash, credit card or MOMO payments and returns change to customers if necessary.
• Ensures the guest bills are correctly charged and presented to the guest.
• Ensuring outlets equipment are clean, well maintained.
• Assist in monthly operating equipment stock takes.
• Answers questions about menu items, ingredients, and pricing.
• Takes customers’ orders for food and drink by writing them on docket, entering them into Point of Sale system.
• Passes customer orders along to kitchen staff for preparation.
• Prepares drinks and serves them to customers in under 3 minutes of taking the order.
• Collects food orders from the kitchen, verifies that they are correct, and serves them to customers.
• Sets & clean tables with dishes, glasses, and flatware and refills condiments as per service period and Akagera standard.
• Fully familiarized with all the Hotel & Company Policies & Procedures, as well as all the Accor programmes offered such as Loyalty programmes, audit and service measurement programmes.
  
  
  

GUEST SATISFACTION

Ensures that all guests are welcome and registered in a professional, efficient and courteous manner.

• Liaises with all guests, ascertaining their requirements and co-coordinating these needs to the standards laid down by the companies Policies & Procedures.
• Greets guests in a warm and friendly manner.
• Answers calls in a professional manner and within 3 rings.
• Follow-ups are done to ensure the guest’s request, query or needs has been actioned and guest is satisfied.
• To have thorough knowledge of all facilities and services offered by the lodge, to enable receptionist to sell and promote the property to in-house and prospective guest’s.

RESPONSIBLE BUSINESS

• Shows involvement and is interested in environmental and or social & ethical issues by participating in responsible business activities.
• Promotes the Responsible Business programme to guests at all times using the Accor “Planet 21” principles.
• Is actively involved in finding ways of reducing waste, plastic and minimizing energy usage
  
  
  

HEALTH AND SAFETY

• Be familiar with the companies Health & Safety Policies & Procedure and any other related laws.
• Adheres to all Health & Safety regulations, Policies & Procedures and ensure that all staff adheres to these regulation, policies & procedures.
• Ensure a strong Health & Safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by the Rwandan Labor Law and the companies Policies & Procedures.
• Ensures that all potential and real hazards are reported and reduced immediately.
• Fully understands the hotel’s fire and emergency Policies & Procedures.
• Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees.
• Stimulates and encourages a general awareness of health and safety.
• Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening.
• Ensures that the highest standards of personal hygiene, dress, appropriate uniform, appearance, and conduct is maintained by all employees in the department.
• Act as employee representative on the Health & Safety committee.

HUMAN RESOURCES

Maintain the highest standard of appearance and social skills in according to the companies Human Resources Policies & Procedures.

• Be familiar with the staff handbook, house rules, Code of Conduct, Health and Safety Policies & Procedures pertaining to your area of responsibilities.
• Be familiar with the company’s Disciplinary codes.
• Well-groomed at all times and dresses in accordance to the Company uniform and name badge issued to you and your subordinates.
• Attends training as and when required.
• Conducts relevant training sessions of standards, and the companies Policies & Procedures to your areas of responsibilities.
• Attends all relevant departmental meeting or other relevant scheduled meeting.

• To perform other reasonable duties as directed by your immediate Manager.
• To be available to work overtime at the request of Management.

• High School diploma, vocational training/Culinary Art restaurant Management and/or 5-years work experience.
• Experience with hotel operations is an added advantage.
• Basic understanding of the English language.
• Understanding of French, Swahili and other languages is an added advantage
• Experience in using POS billing and micros systems