Hospitality
kenya
Posted 7 months ago

HOSPITALITY

Waiters/Waitresses – Customer Care Jobs in Nairobi, Kenya

Job Type: Full Time
Location: Nairobi
Job Field: Customer Care

About the Job

Join our dynamic team in the hospitality industry! We are currently seeking enthusiastic and qualified waiters and waitresses to ensure an exceptional dining experience for our guests. As a waiter/waitress, you will play a pivotal role in providing outstanding customer service, taking orders, serving delicious meals and beverages, and maintaining a welcoming atmosphere.

Duties and Responsibilities

Customer Service:

Warm Welcome: Greet and seat guests with genuine hospitality and courtesy.
Menu Guidance: Provide menu recommendations and assist customers in selecting food and beverages.
Order Precision: Take precise orders and ensure accuracy to fulfill guest preferences.
Customer Satisfaction: Address any concerns or issues promptly to ensure guest satisfaction.

Order Processing:

Efficient Relay: Communicate orders promptly to the kitchen and ensure timely delivery of meals and drinks.
Collaborative Coordination: Coordinate with kitchen staff to ensure the correct preparation and presentation of dishes.
Order Status Monitoring: Keep guests informed about the status of their orders for a seamless dining experience.

Table Maintenance:

Aesthetic Arrangement: Set up and arrange tables according to our restaurant’s standards for a visually appealing dining environment.
Efficient Clean-Up: Clear and clean tables promptly after guests depart, maintaining a tidy and inviting atmosphere.
Inventory Management: Ensure an adequate stock of tableware and condiments for uninterrupted service.

Billing and Payment:

Accurate Processing: Present bills accurately and process payments efficiently.
POS Proficiency: Operate the point-of-sale system with precision and handle cash transactions responsibly.
Customer Convenience: Provide change and receipts promptly to facilitate a smooth payment process.

Up-selling and Promotion:

Enhanced Experience: Recommend additional items, desserts, or beverages to elevate the dining experience.
Promotional Awareness: Promote special menu items or promotions to increase guest engagement and satisfaction.

Communication:

Team Collaboration: Communicate effectively with kitchen and bar staff to ensure seamless operations.
Collegial Cooperation: Collaborate with colleagues to deliver exceptional service and create memorable guest experiences.

Maintaining Cleanliness:

Hygienic Environment: Ensure the dining area, serving stations, and restrooms are clean, sanitized, and well-maintained.
Safety Compliance: Adhere to hygiene and safety standards to prioritize guest and staff well-being.

Qualifications

Relevant Experience: Previous experience in a similar role is preferred, demonstrating proficiency in customer service and hospitality.
Product Knowledge: Familiarity with food and beverage items to assist guests in making informed choices.
Interpersonal Skills: Excellent communication and interpersonal abilities to interact effectively with guests and team members.
Adaptability: Ability to thrive in a fast-paced environment, remaining calm under pressure and delivering exceptional service.
Numerical Aptitude: Basic math skills for handling payments accurately.

Education

A high school diploma or equivalent qualification is typically required.

Method of Application

Ready to embark on an exciting career journey with us? Send your application to hr@mncconsulting.co.ke. Please ensure your application is in English.

Expert Tips To Be A Successful Waiter/Waitress Applicant

Showcase Customer Service Skills: Highlight experiences where you provided exceptional service to customers, resolving issues promptly and ensuring their satisfaction.
Demonstrate Menu Knowledge: Discuss your familiarity with different cuisines and beverages, showcasing your ability to guide guests in their selections.
Highlight Teamwork: Provide examples of successful collaborations with colleagues to deliver seamless service and enhance the overall dining experience.
Emphasize Adaptability: Illustrate instances where you thrived in fast-paced environments, remaining composed under pressure and efficiently managing multiple tasks.
Illustrate Communication Skills: Describe situations where effective communication with kitchen and bar staff contributed to smooth operations and satisfied customers.
Detail Hygiene Practices: Explain your commitment to maintaining cleanliness and adhering to hygiene standards, ensuring a safe and pleasant dining environment.
Showcase Sales Ability: Share experiences where you successfully upsold additional items or promoted special menu offerings, contributing to increased revenue and guest satisfaction.
Highlight Problem-Solving Skills: Provide examples of how you addressed challenging situations or resolved conflicts, demonstrating your ability to think on your feet and find solutions.
Discuss Training or Certifications: If applicable, mention any relevant training programs or certifications related to hospitality or customer service that enhance your qualifications.
Express Enthusiasm: Convey your passion for delivering exceptional service and creating memorable dining experiences for guests, reflecting your dedication to excellence in hospitality.

SAMPLE COVER LETTER for a Waiter/Waitress Position

[Your Name]
[Your Address]
[City, State, Zip Code]
[Your Email Address]
[Your Phone Number]
[Date]

[Hiring Manager’s Name]
[Company Name]
[Company Address]
[City, State, Zip Code]

Dear [Hiring Manager’s Name],

I am writing to express my sincere interest in the waiter/waitress position at [Company Name], as advertised. With a strong background in customer service and a passion for delivering exceptional dining experiences, I am enthusiastic about the opportunity to contribute to your renowned establishment.

Having worked in the hospitality industry for [X years], I have developed a comprehensive skill set that aligns seamlessly with the requirements of this role. At [Previous Company], I had the privilege of serving diverse clientele and honing my ability to anticipate and exceed customer expectations. From greeting guests with warmth and professionalism to ensuring order accuracy and providing personalized recommendations, I am committed to delivering excellence in every aspect of my service.

One aspect of my experience that I am particularly proud of is my proficiency in fostering positive relationships with both guests and team members. I firmly believe that effective communication and collaborative teamwork are essential for creating memorable dining experiences. Whether liaising with kitchen staff to ensure timely order delivery or supporting colleagues during busy shifts, I am dedicated to fostering a cohesive and supportive work environment.

Moreover, my attention to detail and commitment to cleanliness and hygiene standards have been consistently commended by supervisors and guests alike. I understand the importance of maintaining a clean and inviting atmosphere to enhance the overall dining experience and uphold the reputation of the establishment.

I am genuinely excited about the prospect of joining [Company Name] and contributing to its continued success. Enclosed is my resume, which provides additional details about my qualifications and experiences.

Thank you for considering my application. I am eager to further discuss how my skills and enthusiasm align with the needs of your team. I am available for an interview at your earliest convenience and can be reached at [Your Phone Number] or via email at [Your Email Address].

Thank you for your time and consideration. I look forward to the opportunity to contribute to the success of [Company Name].

Warm regards,

[Your Name]

Frequently Asked Questions (FAQs) about Waiter/Waitress Positions

1. What qualities make a successful waiter/waitress?

A successful waiter/waitress possesses excellent communication skills, a friendly demeanor, attention to detail, and the ability to multitask efficiently.

2. How do you handle difficult customers or situations?

When faced with challenging situations, it’s essential to remain calm, listen actively to the customer’s concerns, and find solutions to address their issues while maintaining professionalism and empathy.

3. How do you ensure order accuracy in a fast-paced environment?

Maintaining clear communication with kitchen staff, double-checking orders before serving, and paying attention to specific guest requests help ensure order accuracy even in busy settings.

4. How do you prioritize tasks during peak hours?

Prioritizing tasks based on urgency, communicating effectively with colleagues to coordinate responsibilities, and staying organized are key strategies for managing workload during peak hours.

5. How do you handle billing and payments efficiently?

Ensuring accuracy in bill presentation, processing payments promptly, and utilizing POS systems effectively facilitate smooth transactions and enhance the guest experience.

6. What steps do you take to maintain cleanliness and hygiene standards?

Regular cleaning routines, adherence to hygiene protocols, and proactive monitoring of dining areas contribute to maintaining cleanliness and upholding hygiene standards.

7. How do you promote additional menu items or specials effectively?

By offering genuine recommendations based on guest preferences, highlighting unique menu items, and conveying enthusiasm, you can effectively promote additional menu offerings and specials.

8. How do you handle stress in a busy restaurant environment?

Stress management techniques such as deep breathing, staying organized, and maintaining a positive attitude help mitigate stress levels and maintain focus during busy periods.

9. How do you handle conflicts or disagreements with colleagues?

Approaching conflicts with professionalism, active listening, and open communication fosters constructive resolution and preserves a positive working environment.

10. How do you stay updated on menu changes or promotions?

Regular training sessions, staff meetings, and communication channels with management ensure awareness of menu changes, specials, and promotions, enabling effective customer engagement.

Possible Waiter/Waitress Interview Questions With Answers

Question: Can you describe a time when you went above and beyond to satisfy a customer’s request? Answer: Certainly. In a previous role, a guest had dietary restrictions, and I took the initiative to liaise with the chef to customize a meal that met their needs while maintaining flavor and presentation standards. The guest was delighted with the outcome.
Question: How do you handle situations when orders are delayed or incorrect? Answer: When faced with delays or errors, I prioritize communication with the guest, apologize sincerely for any inconvenience, and work swiftly to rectify the situation by liaising with the kitchen and expediting the correct order.
Question: How do you handle high-pressure situations during peak hours? Answer: I thrive in fast-paced environments by remaining calm, staying organized, and prioritizing tasks effectively. Clear communication with colleagues and maintaining a positive attitude help me navigate high-pressure situations smoothly.
Question: How do you ensure upselling additional items without being pushy? Answer: I approach upselling by genuinely recommending complementary items based on the guest’s preferences and providing enticing descriptions. I focus on enhancing the dining experience rather than pushing sales, ensuring guest satisfaction remains the priority.
Question: Can you provide an example of a time when you successfully resolved a customer complaint? Answer: Certainly. A guest expressed dissatisfaction with their meal, citing undercooked steak. I promptly apologized, replaced the dish, and offered complimentary desserts as a gesture of goodwill. The guest left satisfied, appreciative of our swift resolution.
Question: How do you maintain professionalism while handling cash transactions? Answer: I handle cash transactions with accuracy and integrity, ensuring transparency and adhering to established procedures. Maintaining confidentiality, providing receipts promptly, and balancing cash registers meticulously are essential practices for professionalism.
Question: How do you ensure teamwork and collaboration in a restaurant setting? Answer: I prioritize open communication, mutual respect, and a willingness to support colleagues to foster a collaborative work environment. By sharing responsibilities, offering assistance, and celebrating successes as a team, we collectively deliver exceptional service.
Question: How do you stay updated on industry trends and customer preferences? Answer: I regularly participate in training programs, engage in industry networking events, and stay attuned to customer feedback to remain informed about evolving trends and preferences, enabling me to adapt and enhance the guest experience effectively.
Question: Can you describe a time when you had to multitask effectively during a busy shift? Answer: Absolutely. During a particularly busy evening, I efficiently juggled multiple tasks, from taking orders and serving tables to assisting colleagues and ensuring timely food delivery. Prioritizing tasks and maintaining focus enabled me to manage the workload seamlessly.
Question: How do you ensure a positive dining experience for guests from diverse backgrounds? Answer: I prioritize inclusivity, respect cultural differences, and tailor interactions to accommodate diverse preferences and needs. By fostering an inclusive atmosphere and demonstrating sensitivity to cultural nuances, I ensure every guest feels welcome and valued.

We wish you the best in your application process! Our organization is committed to attracting and retaining the best talent from diverse backgrounds, and we do not charge any application or recruitment fees. We look forward to welcoming you to our team soon!

To apply for this job email your details to hr@mncconsulting.co.k