Waiter / Waitress at Mantis Akagera Game Lodge

JOB DESCRIPTION: WAITER / WAITRESS

1. Department: FOOD & BEVERAGE

2. Reports to: Food & Beverage Manager Assistant F&B Manager F&B Supervisor

3. 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.

Position Description

Main Outputs and Responsibilities for This Position

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 guests.

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.

Other Special Requirements

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

Qualifications, Skills/Experience & Personal Attributes

• 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

Working conditions

The Job’s responsibilities sometimes may require working extra hours and the working days include weekends and public holidays.

How to Apply:

Interested candidates should send their both application letter and well detailed CV together with certificates not later than 29^th September 2024 at 05:00 pm via the mail: daniel.nsengiyera@mantiscollection.com 

The Management