Head Waiter

Roles and Responsibilities

• Previous experience of 1-2 years in a Luxury Hotel environment as a Head Waiter / Waitress is a plus.
• Professional, Insta-Worthy Appearance, always adhering to FIVE’s Grooming Standards and maintaining a polished, ‘FIVE-Styled’ demeanour.
• Flexibility to work a variety of shifts, including weekends and holidays, based on the requirements of the Hotel.
• A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
• An elevated and energetic Conversationalist, engaging Guests with lively discussions.
• A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
• Excellent communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders.
• Finds creative solutions and takes ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
• Skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
• ‘FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
• Impeccable communication skills, both verbal and written, with fluency in English (additional languages are a plus).
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.

Key Responsibilities

• Greets VIP Guests upon Arrival with a Warm ‘FIVE-Styled’ Welcome, ensuring their Journey at FIVE is sensational.
• Proactively acknowledges and Remembers Guest Preferences, maintaining meticulous Guest History records to curate unparalleled, ‘FIVE-Styled’ Service.
• Takes and delivers Food and Beverage Orders accurately and efficiently, ensuring special Dietary Requirements and Preferences are considered.
• Presents menus and makes knowledgeable Recommendations based on the Guests’ Preferences and the availability of ingredients.
• Demonstrates an Unwavering Commitment to upholding FIVE's First-in-Class Standards, providing personalised Service to Guests at all times.
• Ensures a Seamless Dining Experience for VIP Guests, Anticipating their Needs, and Fulfilling Special Requests.
• Exhibits an exceptional understanding of FIVE's diverse destinations, concepts, menus, events, and bespoke offerings, enabling ‘FIVE-Star’ Guest Assistance at every touchpoint.
• Assumes Ownership of Guest Concerns and Requests, displaying top-notch Responsiveness to Exceeding Expectations, whilst escalating relevant concerns to the Head of Department.
• Efficiently Processes Billing and Payments while adhering to FIVE’s industry-leading Control Procedures.
• Contributes to a Luxurious Dining Experience by working Collaboratively with the Food and Beverage Team to maximise Guest Satisfaction, ensuring next-level Service.
• Assists in the lavish Table Setup and helps maintain the Dining Destination’s overall Cleanliness and Atmosphere.

Desired Candidate Profile

Customer Service Excellence

1. Personalized Attention: Delivering tailored service to VIP guests, anticipating their needs and preferences.
2. Discretion and Professionalism: Maintaining confidentiality and showing respect for guests’ privacy.

Advanced Menu Knowledge

1. In-depth Product Knowledge: Familiarity with the menu, including ingredients, preparation methods, and potential allergens.
2. Wine and Beverage Expertise: Understanding wine pairings and beverage selections to enhance the dining experience.

Communication Skills

1. Clear Communication: Effectively conveying information between guests and the kitchen or bar.
2. Listening Skills: Attentively understanding and responding to guests’ requests and feedback.

Upselling and Recommendations

1. Enhanced Service: Suggesting premium menu items, wine pairings, or special offerings to elevate the dining experience.
2. Understanding Preferences: Knowing guests' tastes to provide personalized recommendations.

Problem Solving

1. Conflict Resolution: Addressing any issues or complaints swiftly and effectively while maintaining a positive demeanor.
2. Adaptability: Adjusting service based on the needs and preferences of VIP guests.

Attention to Detail

1. Presentation Skills: Ensuring food and beverages are presented impeccably and in line with high standards.
2. Observational Skills: Noticing when guests need refills or assistance without being intrusive.

Time Management

1. Efficient Service: Managing time effectively to ensure that VIP guests receive prompt attention and timely courses.
2. Multitasking: Balancing multiple responsibilities while maintaining a focus on guest satisfaction.

Team Collaboration

1. Coordination with Staff: Working closely with kitchen staff and other waitstaff to ensure seamless service.
2. Supportive Role: Assisting colleagues as needed to maintain a high standard of service for all guests.

Physical Stamina

1. On Your Feet: Being able to stand and move around the dining area for extended periods.
2. Carrying Skills: Handling trays of food and drinks efficiently, especially in high-pressure situations.