Job Summary The Waiter/Waitress is responsible for delivering exceptional food and beverage service to guests in line with the hotel brand standards and the expectations of an ultra-luxury environment. A strong focus is placed on creating personalized, attentive, and memorable dining experiences through professional service, product knowledge, and attention to detail. The role requires maintaining service standards, anticipating guest needs, and ensuring the accurate and timely delivery of food and beverages. Close collaboration with colleagues and Culinary is essential to support a seamless operation and consistently exceed guest expectations. Accountability includes guest satisfaction, adherence to service standards, and contributing to the overall success of the outlet.
Essential Duties and Responsibilities Quality:
Deliver service in accordance with hotel brand standards, Forbes standards, and LQA requirements at all times.
Provide a personalized, attentive, and refined dining experience that exceeds guest expectations.
Follow established service sequence and outlet standards consistently throughout all service periods.
Maintain a professional and visible presence within the assigned station, ensuring guests receive prompt and courteous service.
Demonstrate excellent knowledge of menus, ingredients, preparation methods, beverage offerings, promotions, and daily specials.
Accurately explain menu items and make recommendations based on guest preferences and dietary requirements.
Ensure guest preferences, allergies, dietary restrictions, and special requests are communicated clearly and followed correctly.
Anticipate guest needs and respond proactively to enhance the overall dining experience.
Handle guest inquiries, feedback, and concerns professionally, escalating issues when necessary to ensure effective resolution.
Ensure all food and beverage orders are taken accurately and delivered in a timely manner.
Maintain close communication with Culinary and other service associates to ensure smooth and efficient service.
Prepare and maintain mise en place to ensure readiness before, during, and after service.
Maintain cleanliness and organization of workstations, service stations, tables, and surrounding areas.
Ensure menus, beverage lists, condiments, and guest-facing materials are clean, updated, and properly presented.
Support the setup and execution of VIP amenities, special occasions, and guest recognition initiatives.
Financial:
Maximize revenue opportunities through effective menu knowledge, suggestive selling, and upselling techniques.
Promote food, beverage, and promotional offerings confidently while ensuring recommendations align with guest preferences.
Ensure accurate order taking, billing, and posting through operational systems.
Verify guest checks for accuracy and ensure all charges are posted correctly.
Follow all cash handling, billing, and payment procedures in accordance with hotel policies.
Support achievement of outlet revenue targets through excellent sales awareness and service execution.
Minimize operational waste through proper handling of food, beverages, and operating supplies.
Use outlet resources responsibly and support cost-control initiatives.
Report stock shortages, breakages, and operational concerns to supervisors in a timely manner.
Assist with stock counts, inventory procedures, and equipment control when required.
Maintain awareness of daily promotions, business levels, and revenue objectives.
Leading:
Maintain the highest standards of grooming, professionalism, and conduct at all times.
Demonstrate a positive attitude and commitment to delivering exceptional guest experiences.
Support onboarding and training of new associates through coaching, guidance, and knowledge sharing.
Communicate effectively with colleagues, supervisors and other departments to support smooth operations.
Work collaboratively with the team to ensure service standards are maintained.
Take ownership of assigned stations and responsibilities.
Demonstrate flexibility in supporting operational requirements and business needs.
Maintain a respectful, collaborative, and inclusive work environment.
Support a culture of teamwork, accountability, and operational excellence.
Contribute positively to team morale and help create a motivated and high-performing work environment.
Standard Responsibilities:
Comply and adhere to all company policies and hotel procedures.
Take on additional tasks within the scope of the role as required by business needs.
Act as a brand ambassador at all times and maintain brand integrity.
Reflect the company's culture, vision, mission, and core values in daily actions and decisions.
Maintain awareness and application of Rosewood, Forbes, and LQA standards.
Support the adoption of systems, technology, and tools that improve operational efficiency.
Maintain effective communication within the outlet and across departments.
Identify training and development needs through daily interaction and observation.
Lead by example in appearance, behavior, and professional conduct.
Maintain a strong operational presence throughout all service periods.
Ensure compliance with hygiene, HACCP, and safety standards.
Follow all emergency procedures and operational protocols.
Protect the reputation of the hotel through professional and responsible conduct.
Confidentiality Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests, associates, and hotel operations. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company unless otherwise authorized.
Maintain confidentiality of all company, guest, and associate information.
Protect sensitive operational and financial information.
Ensure discretion in all matters related to guests and associates.
Health & Safety:
Follow safe working practices across all areas of the outlet.
Ensure compliance with Health and Safety regulations and hotel procedures.
Report hazards, defects, and safety concerns immediately.
Ensure incidents and accidents are reported in line with procedures.
Maintain compliance with HACCP and food safety standards.
Promote a safe environment for guests and associates
Other: The above description is not exhaustive and may be adjusted based on operational needs.
Maintain flexibility in working hours and operational support.
Respond to business needs with adaptability and ownership.
Support additional responsibilities and projects as required