Waiter / Waitress

Job Description: WAITER / WAITRESS –

URBANO BISTRO

Department: FOH (Front of House)

Reports To: Head Waiter / Restaurant Supervisor

Location: Muscat

Job Code:

Job summary:

The Waiter / Waitress is a front-of-house professional responsible for delivering warm, attentive, and efficient service to all guests throughout their dining experience. This role is the primary point of contact for guests, ensuring that all service standards are consistently executed with professionalism, enthusiasm, and attention to detail. The Waiter / Waitress takes food and beverage orders, serves meals and beverages, maintains table cleanliness, and contributes to a positive dining atmosphere. Working under the supervision of the Head Waiter and Restaurant Supervisor, this position plays a vital role in achieving guest satisfaction, supporting team goals, and upholding the restaurant's brand reputation.

KEY RESPONSIBILITIES & DUTIES

Service Excellence & Guest Experience

Service Delivery:

· Greet guests warmly upon arrival with a genuine smile and professional demeanor.

· Escort guests to their tables, present menus, and provide an overview of the menu structure and daily specials.

· Guide guests through the ordering process, offering recommendations based on menu knowledge and guest preferences.

· Execute all service sequences according to established standards, (Personal)

· Personalized Greeting, Explain the Menu, Recommend and Take Order, Serve Food and Beverage, Oversee guest happiness, Now its time for dessert, coffee and Tea, Accurate Billing, Lond Lasting Impression

· Anticipate guest needs proactively, demonstrating attentiveness without being intrusive.

· Maintain thorough knowledge of all menu items, including:

· ngredients and preparation methods

· Flavor profiles and presentation

· Allergen information and dietary restrictions

· Dessert and Beverage options

· Daily specials and limited-time offerings

· Ensure tables are properly set, side stations are organized, and the dining area maintains a clean, inviting ambiance throughout service.

Guest Relations:

· Build rapport with guests, remembering preferences and special occasions to personalize future visits.

· Respond to guest requests, questions, and concerns promptly and professionally.

· Handle guest complaints with empathy, seeking assistance from the Head Waiter or Supervisor when needed.

· Escalate any unresolved issues to the Head Waiter or Restaurant Supervisor promptly.

· Contribute to a welcoming atmosphere that encourages guest loyalty and repeat visits.

TEAM COLLABORATION & SUPPORT

Shift Participation:

· Attend pre-shift briefings to receive updates on:

· Daily specials and menu changes

· VIP guests and special reservations

· Service priorities and focus areas

· Promotions, offers, and targets

· 86 items and inventory updates

· Guest review scores and team standings

· Report for shifts on time, in full uniform, and ready to work.

· Support colleagues during peak periods, assisting with table clearing, running food, and other tasks as needed.

· Maintain a positive, cooperative attitude, contributing to a supportive team environment.

Training & Development:· Participate actively in on-the-job training and development sessions.· Demonstrate willingness to learn new skills, menu items, and service techniques.· Seeking feedback from the Head Waiter and Supervisor to improve performance.· Support the training of new team members by demonstrating correct procedures and service standards. OPERATIONAL EFFICIENCY:Order & Service Coordination:

· Take food and beverage orders accurately using the POS system, ensuring special requests and modifications are clearly noted.

· Liaise with the kitchen and bar teams to ensure timely delivery of orders.

· Monitor order progress and communicate any delays or issues to the Head Waiter.

· Serve food and beverages according to service standards, including proper presentation, tray service, and table-side etiquette.

· Clear tables efficiently after each course, ensuring glassware, cutlery, and crockery are properly sorted for the stewarding team.

· Maintain awareness of table turns, waiting times, and overall dining room flow.

Sales & Revenue Growth

Upselling & Promotion:

· Actively promote and upsell menu items, beverages, and specials to enhance guest experience and maximize check averages.

· Confidently recommend high value dishes.

· Support the implementation of seasonal promotions, special events, and festival activations.

· Contribute to achieving daily, weekly, and monthly sales targets for the outlet.

Inventory & Supplies Management:

· Monitor and maintain adequate stock levels of service supplies, including:

o Menu tabs

o Cutlery, crockery, and glassware

o Wet tissues and condiments

· Report any shortages, breakages, or equipment issues to the Head Waiter promptly.· Assist in receiving and organizing service supplies as directed.· Support monthly inventory counts of operating equipment and supplies.

Hygiene, Safety & Presentation:

· Maintain impeccable personal grooming and uniform standards at all times.

· Ensure assigned tables, stations, and dining areas are clean, organized, and well-maintained throughout service.

§ Performing the dusting, moping and scrubbing task as a side duty.

· Adhere to all hygiene and food safety standards, including proper handwashing, handling of food and beverages, and sanitation practices.

· Follow all health, safety, and security protocols, reporting any hazards or incidents to the Head Waiter immediately.

· Support deep cleaning activities as scheduled.

ADMINISTRATION & COMPLIANCE:

Documentation & Reporting:

· Maintain accurate records of orders, billing, and payments.

· Ensure all transactions are processed correctly through the POS system, following cash handling and payment reconciliation procedures.

· Report any discrepancies, voids, or errors to the Head Waiter / Supervisor promptly.

· Contribute to shift reports by providing feedback on service highlights, guest comments, and operational observations as requested.

Policy Compliance:

· Adhere to all company policies, procedures, and service standards.

· Comply with attendance, grooming, conduct, and service delivery requirements.

· Uphold professional ethics and integrity in all dealings.

· Protect company assets, including operating equipment, supplies, and confidential information.

QUALIFICATIONS & EXPERIENCE

Education:

· Diploma or certification in Hospitality Management, Food & Beverage Service, or related field is preferred.

· Basic food safety and hygiene certification is mandatory.

Experience:

· Minimum 1–2 years of experience in front-of-house food and beverage service in a restaurant or hotel outlet.

· Experience in a high-volume, standalone restaurant is advantageous.

· Fresh graduates with formal hospitality training and strong service aptitude may be considered for entry-level roles.

Technical Skills:

· Service Knowledge: Understanding of food and beverage service standards, sequences, and etiquette.

· Menu Familiarity: Ability to learn and retain comprehensive menu knowledge, including ingredients, preparation, and allergens.

· POS Systems: Proficiency in using point-of-sale systems for order entry and payment processing.

· Cash Handling: Basic experience with billing, payment processing, and cash reconciliation.

· Language Skills: Excellent spoken English; Arabic or additional languages are advantageous.

WORKING CONDITIONS

· Based on the restaurant outlet with daily presence required during service hours.

· Extensive time spent standing, walking, and moving throughout the dining area during service.

· Flexibility working a different shift, including:

· Early mornings and late evenings

· Weekends and public holidays

· Split shifts as required by business volumes

· Extended hours during peak periods, special events, and new project launches

· Fast-paced, dynamic environment with multiple competing priorities.

· Regular interaction with guests, team members, kitchen staff, and management.

· Physical requirements include standing for extended periods, carrying trays, and moving between tables and service stations.

Special Note: This performance role guide is not exhaustive, nor is it meant to be. Additional responsibilities and tasks may be introduced where necessary to meet the needs of the business.

Job Types: Full-time, Contract
Contract length: 24 months

Pay: RO180.000 per month

Experience:

• restaurant: 2 years (Required)