Job Qualifications
Ideally holds a relevant diploma or qualification in Hospitality, Food & Beverage, Tourism Management, or a related field.
Minimum of 1–2 years of experience in a similar role, preferably within a luxury hotel or upscale restaurant environment.
Strong customer service, communication, and interpersonal skills.
Good knowledge of food and beverage products, service standards, and restaurant operations.
Previous experience with Micros or a similar POS system is an advantage.
Professional appearance with excellent grooming and presentation standards.
Positive attitude with the ability to work effectively as part of a multicultural team.
Flexible and able to work various shifts based on operational requirements.
Key Areas of Responsibility
Customer Service
Delivers exceptional, personalized service in line with the hotel's standards and brand promise.
Welcomes guests warmly and establishes positive relationships throughout their dining experience.
Anticipates guest needs and responds promptly and professionally to requests.
Handles guest comments, concerns, and inquiries in a courteous and efficient manner, ensuring appropriate follow-up and satisfactory resolution.
Maintains positive and professional interactions with guests and colleagues at all times.
Provides excellent service to internal customers and works collaboratively with other departments.
Creates memorable guest experiences through attentive, genuine, and personalized service.
Operational
Ensures all established brand and Food & Beverage service standards are consistently followed.
Works closely with colleagues and other departments in a supportive and flexible manner, contributing to the overall success of the hotel and guest satisfaction.
Maintains appropriate par levels of operating equipment, supplies, and guest amenities.
Welcomes and seats guests, presents menus, takes orders, and serves food and beverages according to established service sequences and procedures.
Demonstrates thorough knowledge of all menu items, ingredients, beverages, promotions, and special offerings.
Confidently answers guest inquiries and provides suitable recommendations based on guest preferences.
Actively promotes and upsells food and beverage items while maintaining a natural and guest-focused approach.
Ensures tables are properly set, cleared, and reset according to established standards.
Uses the Micros/POS system accurately and efficiently for order processing and billing.
Presents guest bills accurately and processes payments in accordance with established procedures.
Performs cashiering duties when required and ensures all cash and credit card transactions are handled accurately and securely.
Strictly follows all Finance policies and procedures relating to cashiering, payment processing, and cash handling.
Maintains cleanliness, organization, and readiness of the assigned station and surrounding service areas.
Communicates guest preferences, dietary requirements, allergies, and special requests accurately to the relevant team members.
Ensures all guest requests are followed through in a timely and professional manner.
People & Teamwork
Demonstrates and supports GHM's values and service culture in daily interactions.
Maintains positive and respectful working relationships with colleagues and contributes to a collaborative team environment.
Supports colleagues during busy periods to ensure smooth and efficient operations.
Communicates effectively with the kitchen, bar, and other Food & Beverage colleagues to ensure seamless service delivery.
Participates actively in departmental training, briefings, and development activities.
Other Duties
Attends and actively contributes to training sessions, departmental briefings, and meetings as required.
Maintains a high standard of personal presentation, grooming, and hygiene at all times.
Represents the hotel professionally and demonstrates responsible behavior both with guests and colleagues.
Familiarizes themselves with and adheres to the Employee Handbook, hotel policies, rules, and procedures.
Complies with all hotel requirements relating to food safety, hygiene, health and safety, fire safety, security, and the appropriate use of hotel systems and resources.
Adapts positively to changes within the Food & Beverage operation and supports evolving business and operational requirements.
Maintains professional relationships with relevant business partners and industry representatives where appropriate.
Carries out any other reasonable duties and responsibilities assigned by the supervisor or management.

Waiter / Waitress