Job Role

The Hostess / Waiter (Barista Skills) is responsible for providing exceptional guest experiences through professional reception, food and beverage service, and preparation of coffee and other beverages. The role involves welcoming guests, managing reservations, taking orders, serving food and drinks, handling customer enquiries, and maintaining high standards of service and hygiene.

2. PURPOSE OF THE ROLE

• Deliver warm, professional, and efficient service to guests.
• Prepare and serve quality coffee and other hot and cold beverages.
• Ensure smooth coordination of restaurant and food service operations.
• Maintain high standards of cleanliness, hygiene, and presentation.
• Handle customer enquiries and complaints professionally.
• Enhance customer satisfaction and encourage repeat business.

3. DUTIES AND RESPONSIBILITIES

A. Guest Reception and Hostess Duties

• Welcome guests warmly and ensure they receive prompt attention upon arrival.
• Manage reservations, waiting lists, and table allocations.
• Provide accurate information about the menu, available services, and daily specials.
• Coordinate guest seating and communicate special requests to the service team.
• Maintain a professional appearance and welcoming attitude at all times.

B. Food and Beverage Service

• Present menus, explain menu items, take orders, and communicate requests to the kitchen.
• Serve food and beverages promptly and professionally.
• Monitor guest satisfaction throughout the dining experience.
• Prepare tables before service and ensure they are cleared and reset efficiently.
• Coordinate with kitchen and service teams to ensure accurate and timely order delivery.

C. Coffee and Beverage Preparation

• Prepare and serve coffee-based beverages, including espresso-based drinks where applicable.
• Prepare tea, juices, soft drinks, and other hot and cold beverages according to established standards.
• Operate coffee machines, grinders, blenders, and other beverage preparation equipment.
• Maintain consistency in beverage quality, presentation, temperature, and portion sizes.
• Clean and maintain coffee machines, utensils, and beverage preparation areas.
• Monitor beverage supplies and report shortages or equipment faults to the supervisor.

D. Customer Relations and Complaint Handling

• Build positive relationships with guests through attentive and personalised service.
• Respond to customer enquiries and resolve routine complaints professionally.
• Escalate complex complaints to the supervisor for resolution.
• Handle customer bills and payments accurately where assigned.
• Gather customer feedback and communicate recurring concerns to management.

E. Hygiene, Safety, and Service Standards

• Maintain cleanliness of dining areas, service stations, tables, and beverage preparation areas.
• Follow food safety, personal hygiene, and workplace safety procedures.
• Ensure proper storage and handling of beverage ingredients and supplies.
• Maintain clean crockery, cutlery, glassware, and beverage equipment.
• Adhere to restaurant grooming standards and operational procedures.

F. Teamwork and Operational Support

• Collaborate with kitchen staff, waiters, baristas, and supervisors to ensure efficient service.
• Assist with restaurant opening and closing procedures.
• Support stock checks and report replenishment requirements.
• Assist in guiding junior service staff where necessary.
• Perform other hospitality-related duties as assigned by management.

Qualification

4. QUALIFICATIONS

• A diploma or certificate in Hospitality Management, Hotel and Restaurant Management, Food and Beverage Service, or a related field is preferred.
• Minimum of 3 years of relevant experience in a restaurant, café, hotel, or similar hospitality establishment.
• Demonstrated experience in guest reception, table service, reservations, and customer relations.
• Practical experience in coffee preparation and other beverage-making techniques.
• Experience in restaurant supervision or coordinating service teams is an added advantage.
• Good verbal communication and interpersonal skills.
• Ability to work shifts, weekends, and public holidays as required.

5. COMPETENCIES

• Coffee preparation and basic barista techniques.
• Food and beverage service procedures.
• Guest reception, seating coordination, and reservation management.
• Knowledge of hospitality service standards and food hygiene.
• Operation and maintenance of coffee machines and beverage equipment.
• Basic billing, payment handling, and point-of-sale systems.
• Ability to remain calm and professional during busy service periods.