RESTAURANT WAITER — RESPONSIBILITIES & SERVICE STANDARDS ROLE PURPOSE Deliver attentive, accurate, hygienic and welcoming service from the moment guests enter until they leave. Work closely with captains, kitchen staff, cashiers and other service team members to ensure every guest receives a comfortable dining experience. 1. ATTENDANCE, GROOMING & DISCIPLINE • Report on time, ready for duty, in a clean and properly ironed uniform. • Maintain personal hygiene, fresh breath, clean footwear, neatly groomed hair and short, clean nails. • Wash hands before service and after handling used dishes, waste, cleaning materials or anything that may contaminate them. • Avoid strong perfume, chewing gum and eating in guest areas. • Carry the required service tools, including a pen, order pad and other approved items. • Attend the daily briefing and understand station allocation, reservations, menu availability, promotions and special instructions. • Inform the supervisor promptly about illness, especially symptoms that may affect food safety. • Follow duty schedules, break timings and leave procedures. • Avoid personal mobile phone use during service unless authorised for work. 2. RESTAURANT PREPARATION BEFORE SERVICE • Check that tables, chairs, floors and service stations are clean and ready. • Set tables according to restaurant standards, with correctly placed cutlery, crockery, glasses and napkins. • Inspect all service items for stains, chips, cracks and damage. • Check menus for cleanliness, condition and updated availability. • Replenish water, tissues, condiments and service supplies. • Ensure salt, pepper and condiment containers are clean, correctly filled and properly closed. • Check that trays, service equipment and designated storage areas are clean. • Confirm that lighting, air conditioning and music are comfortable; report faults. • Keep guest pathways and emergency exits clear. • Understand which tables are reserved and which are available. • Check buffet or display readiness when assigned, and report shortages or hygiene concerns. 3. MENU & PRODUCT KNOWLEDGE • Study the full menu, including food, beverages, desserts and current offers. • Understand the main ingredients, preparation style, portion size, accompaniments and usual preparation time of each dish. • Know which items are vegetarian, non-vegetarian, spicy or suitable for sharing. • Understand available modifications and confirm requests with the kitchen. • Know prices and what each offer or package includes. • Check unavailable items and daily specials before taking orders. • Be able to explain dishes clearly without exaggerating or making unsupported claims. • Learn common allergens and always verify allergy questions with the kitchen or supervisor. • Never guess ingredients or promise that a dish is allergen-free without verification. • Know relevant hotel facilities and nearby attractions well enough to answer basic guest questions accurately. 4. WELCOMING & SEATING GUESTS • Acknowledge arriving guests promptly with a smile and polite greeting. • Coordinate seating with the host or captain and confirm the number of guests. • Assist elderly guests, families with children and guests requiring additional support. • Offer suitable seating based on availability and guest preference. • Present clean menus and offer water according to restaurant procedure. • Explain unavailable items before guests spend time selecting them. • Inform guests courteously about waiting time when seating is unavailable. • Never make guests feel ignored, rushed or unwelcome. 5. UNDERSTANDING GUEST NEEDS • Listen carefully and allow guests to finish speaking. • Clarify dietary preferences, spice levels and special requests when relevant. • Ask about allergies when a guest raises a dietary concern or when required by restaurant procedure. • Confirm children’s requirements, including high chairs or suitable portions. • Understand whether guests prefer a quick meal, a relaxed dining experience or a celebration. • Recognise guest preferences without making assumptions about their background or spending ability. • Collect guest names or contact details only through the approved process, explaining the purpose and respecting their choice. 6. TAKING ORDERS ACCURATELY • Take orders clearly using the approved order pad or POS system. • Record the correct table number, item, quantity and required modifications. • Note spice preferences, exclusions, dietary instructions and requested serving sequence. • Clarify unclear requests instead of guessing. • Repeat the order to confirm accuracy, especially for large orders and special requests. • Explain relevant extra charges before confirming additions. • Give realistic preparation times based on kitchen guidance. • Send orders promptly through the approved system. • Ensure allergy instructions are clearly recorded and directly communicated to the responsible kitchen staff and supervisor. • Never promise unavailable dishes, unauthorised discounts or unapproved customisations. 7. COORDINATION WITH KITCHEN & SERVICE TEAM • Communicate orders and special instructions clearly. • Follow the approved kitchen order ticket procedure. • Check order progress and inform guests about significant delays. • Coordinate starters, main courses,



beverages and desserts so service follows the requested sequence. • Collect complete orders with the correct accompaniments. • Check dish identity, presentation and obvious discrepancies before taking food to the table. • Report incorrect or incomplete dishes immediately. • Handle changes and cancellations through the approved process. • Never argue, shout or blame colleagues in front of guests. • Help other stations when needed while maintaining responsibility for assigned tables. 8. FOOD & BEVERAGE SERVICE • Use clean trays and secure carrying methods. • Serve the correct item to the correct guest. • Follow the restaurant’s service procedure and avoid reaching across guests unnecessarily. • Handle glasses by the stem or base and cutlery by the handles. • Avoid touching food or surfaces that contact guests’ mouths. • Warn guests politely when plates, bowls or beverages are hot. • Place dishes securely, with particular care around children. • Serve required accompaniments, serving spoons and additional cutlery promptly. • Explain unfamiliar dishes briefly when helpful. • Refill water attentively according to guest preference. • Follow hygiene controls for garnishes, ice and beverage preparation. • Where alcoholic beverages are served, follow the establishment’s authorised service procedures and refer concerns to the supervisor. 9. ATTENTION DURING THE MEAL • Remain observant and available without hovering. • Make a brief satisfaction check after guests have started eating. • Attend promptly to requests for water, cutlery, accompaniments or additional orders. • Watch for guests attempting to get attention. • Monitor delayed or missing items and follow up before guests need to complain repeatedly. • Respect conversation, privacy and requests for minimal interruptions. • Never remove plates while a guest is still eating without permission. • Offer desserts or beverages at an appropriate time. • Do not pressure guests to order more or leave quickly. 10. SUGGESTIVE SELLING • Recommend items based on guest preferences, group size and appetite. • Suggest suitable starters, accompaniments, beverages and desserts. • Explain specials honestly, including price and portion size. • Help guests avoid ordering unnecessarily large quantities. • Offer premium choices when relevant and explain the price difference clearly. • Accept a guest’s refusal politely. • Never add an item without consent or describe a dish misleadingly to increase sales. 11. HANDLING COMPLAINTS & SERVICE RECOVERY • Listen calmly without interrupting or arguing. • Acknowledge the concern and apologise courteously for the service problem. • Clarify what happened and inform the captain or supervisor promptly. • Take immediate action within your authority, such as replacing missing cutlery or following up on a delayed order. • Refer refunds, discounts, replacements and serious complaints to the authorised manager. • Never blame the kitchen, another employee or the guest. • If an allergy concern, injury or suspected food safety issue arises, alert the supervisor immediately. • Follow up after corrective action to check whether the issue has been resolved. • Record or hand over the concern so the next team member understands it. 12. CLEARANCE & TABLE RESETTING • Ask permission before clearing when appropriate. • Clear used items discreetly and safely. • Avoid noisy stacking or scraping leftovers near guests. • Separate waste, crockery, cutlery and glassware according to procedure. • Handle broken glass safely and report breakages. • Clean and sanitise tables using approved materials. • Clean chairs and the surrounding floor as necessary. • Reset promptly with fresh, clean service items. • Never reuse food, water or condiments that have been served to a guest where this would compromise hygiene. 13. BILLING & PAYMENT SUPPORT • Confirm that all ordered items are recorded accurately. • Inform the cashier about approved changes, cancellations or adjustments. • Present the bill discreetly when requested. • Refer billing questions to the cashier or supervisor and help resolve discrepancies promptly. • Handle cash or payment devices only when authorised. • Follow the approved process for payments, receipts and returning change. • Protect payment information and guest privacy. • Never request a guest’s PIN or OTP. • Never create unauthorised bills, alter prices or collect payments into a personal account. • Follow the restaurant’s policy for tips. 14. FEEDBACK, REVIEWS & FAREWELL • Ask politely whether guests enjoyed their experience. • Share relevant feedback with the captain or supervisor. • Invite guests to leave an honest review through the approved link or QR code when appropriate. • Allow guests to choose whether to review and what to write. • Never pressure guests for a particular rating, post on their behalf or offer unauthorised rewards.



• Thank guests sincerely and invite them to return. • Check the table for belongings left behind and follow the lost-property procedure. 15. HYGIENE & FOOD SAFETY • Follow the restaurant’s food handling, handwashing and cleaning procedures. • Keep clean service items separate from used items. • Avoid cross-contamination between food, waste, cleaning chemicals and dirty equipment. • Use designated tools for food handling and cleaning. • Report food that appears spoiled, contaminated or incorrectly stored. • Follow assigned controls for buffet replenishment and food holding. • Keep chemicals labelled and stored away from food and service supplies. • Report pest activity, unpleasant odours and hygiene defects promptly. • Never serve doubtful food to avoid a delay. 16. SAFETY & EMERGENCY RESPONSIBILITIES • Clean or secure spills promptly and use warning signs when needed. • Report damaged furniture, loose fittings, electrical faults and unsafe equipment. • Carry hot liquids, heavy trays and glassware carefully. • Know emergency exits, assembly points and whom to contact. • Follow training and supervisor instructions during emergencies. • Seek trained assistance for choking, injuries or medical incidents. • Keep access routes clear and never leave equipment where guests may trip. 17. TEAMWORK & PROFESSIONAL CONDUCT • Follow reasonable instructions from the captain and supervisor. • Treat kitchen, housekeeping, cashier and service colleagues respectfully. • Assist with food pickup, service, clearance and resetting during busy periods. • Do not say “this is not my table” when a guest needs help; assist or arrange support. • Maintain respectful boundaries and protect confidential information. • Avoid gossip, offensive language, discrimination and arguments. • Do not discuss internal problems in guest areas. • Report mistakes honestly and promptly. • Respect restaurant property and minimise avoidable waste. 18. STOCK, BREAKAGE & COST CONTROL • Replenish service supplies before they run out. • Use tissues, condiments and cleaning materials responsibly. • Follow stock rotation and storage procedures. • Report shortages, breakages and damaged equipment accurately. • Never hide breakages or shortages. • Prevent unnecessary food waste by confirming orders and portion requirements. • Follow approval procedures for complimentary items, staff meals and wastage. • Do not remove stock, food or equipment without permission. 19. CLOSING & SHIFT HANDOVER • Complete assigned cleaning and closing duties. • Account for service equipment and return it to designated storage. • Replenish supplies for the next shift where required. • Hand over pending orders, complaints, special requests and reserved-table information. • Check for lost property and record it correctly. • Ensure assigned equipment is switched off or secured according to procedure. • Inform the supervisor of maintenance issues and shortages. • Obtain clearance before leaving duty. 20. ESSENTIAL SOFT SKILLS • Warmth: Use a natural smile, welcoming tone and respectful manner. • Listening: Understand the full request before responding. • Clear communication: Speak simply, confirm details and avoid confusing explanations. • Patience: Remain courteous with indecisive, demanding or upset guests. • Empathy: Recognise discomfort, urgency or disappointment and respond thoughtfully. • Observation: Notice empty glasses, missing items, delayed food and guests seeking assistance. • Memory and organisation: Track table numbers, orders and preferences using written records or the POS. • Composure: Stay calm and accurate during peak service. • Initiative: Act on routine needs within your authority. • Ownership: Follow a request through until it is completed or properly handed over. • Adaptability: Adjust service to different guests, languages and dining occasions. • Integrity: Be honest about prices, availability, mistakes and payments. • Team spirit: Support colleagues and accept feedback professionally. • Willingness to learn: Improve menu knowledge, service technique and communication continuously. DAILY PERFORMANCE EXPECTATIONS A waiter is expected to: • Be punctual, presentable and prepared. • Keep the assigned station clean and organised. • Know the menu and current availability. • Take and communicate orders accurately. • Serve guests promptly and attentively. • Follow hygiene and safety procedures. • Inform guests and supervisors about delays or problems. • Support the team during busy periods. • Handle feedback respectfully. • Complete closing duties and a clear handover. EMPLOYMENT DETAILS • Duty duration: 10 hours daily, according to the assigned roster. • Monthly leave: 4 days, scheduled with management approval. • Overtime: Paid according to the applicable employment terms and requirements. • Freshers may apply if they have a positive attitude, respect for guests, willingness to learn and a strong service mindset. SERVICE PRINCIPLE Every guest should feel welcomed, understood and cared for. A good waiter combines accurate work with thoughtful attention and takes responsibility for completing each guest request.

Job Type: Full-time

Pay: ₹10,000.00 - ₹17,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Restaurant Waiter (Agasteeswaram)
🏢 Seaview kanyakumari
📍 Agasteeswaram