The Head Waiter / Front of House is responsible for the complete hands-on service and comfort of all guests visiting . This pertains to all related functions involved with monitoring of stock relevant to the Incumbent’s service. The Incumbent will liaise very closely with the Executive and Head Chefs, Housekeeping Supervisor and Manager, ensuring that all guest’s requests and needs are communicated and delivered timeously.
Attend any training as scheduled and requested.

SECTION 3: PRINCIPAL ACCOUNTABILITIES

1. Responsible and hands-on for the comfort and personal care of the guests.

2. Maintaining the Guest Information Book and Diary.

3. Organizing/coordinating early morning tea service under guidance of the Duty Manager.

4. Preparation for service.

5. Service of all Food and Beverage requests.

6. Organising Food & Beverage stock.

7. Taking care of crystal/silver/crockery stock for the Main House and assist with Highveld crockery/cutlery stock when requested.

8. Cigar stock handling and correct storage thereof under supervision of the Executive Chef.

9. Assist, when possible and when requested, with functions in Highveld and the Conference Centre.

10. Housekeeping duties relevant to the position.

11. Taking care of table linen for the Main House under supervision of the Housekeeping Supervisor.

12. Taking care of the cellar stock under supervision of the Executive Chef.

13. Reporting of faulty equipment to the Maintenance Department.

14. Comply with Covid-19: regulations, policies, and procedures in place.

Detailed description of principle accountabilities:

1. Hands-on for the comfort & personal care of guests:
Meeting guests on arrival (genuine, honest and personal). Showing them to their rooms and settling them in. Show guests where the facility controls are and how these work (only for newcomer guests – orientate the guest in a completely subtle way). Offer refreshments. If requested, assist with unpacking on arrival and packing on departure. If it is a “newcomer”, enquire if there are any specific needs and communicate these - where necessary - to the kitchen, housekeeping and manager on duty, especially if any out of the ordinary requests. Wherever possible be aware of the guests’ quirks and individual needs and try his best to remember and implement these wherever possible. To record all relevant guest information (including specific individual needs and preferences) in the Guest Information Book (see point 2). Always offer to polish the guest’s shoes.

2. Maintaining the Guest Information Book & Diary:
The Guest Information Book contains information on the guests and the house; such as notes, guest preferences, allergies, meals, events, etc. It is a matter of always recording information as it happens.

3. Early morning tea service under the guidance of the Duty Manager:
Enquire from guest shortly after they have settled in if any early refreshment service is required, as well as a wake-up call, or breakfast before 07h00. Communicate refreshment information to relevant housekeeping assistant on duty; wake-up call to security; and breakfast information to the Chef on duty.

4. Preparation of Service:
This includes the laying up of tables for all meals. Setup the bar service facility with all relevant accompaniments – whenever there are guests staying over, or attending a meal/function in the Main House. Setup up for a full breakfast service (this is done the night before as not to be rushed the next morning). Ensure that the cocktail snacks and full bar setup is put out in the evening. Newspapers and magazines that you collect from the gate early morning must be neat, correctly displayed and up-to-date.

5. Service of all Food & Beverage requests:
Hands-on service of all meals and various beverage services. Serves the guests in a calm, discrete and courteous manner, respecting timing standards. To be on-hand and available at all required times to ensure the best possible personal service. Collects trays and clean tables as needed to ensure a clean dining area. Place weekly/monthly beverage orders and inform security as well as the Manager on duty of the delivery. Beverage orders to be checked by and confirmed with the Executive Chef first, then order placed. Do liquor stock take to ensure optimum, accurate and cost-effective beverage service. Always inform the Manager on duty when running low on certain wines/liquors that are not part of the weekly beverage orders.

6. Organising Food & Beverage stock in Guest Pantry:
To replenish on a daily basis: all mineral waters, soft drinks, ice, glasses and service gear in Guest Pantry. To replenish on a daily basis the wines in the guest wine fridge. To ensure that any special guest requests are attended to and followed through to guest departure.

7. Taking care of crystal/silver/crockery stock for the Main House, and Highveld when requested:
Regular cleaning and care of all Christofle silver, Royal Doulton and Villeroy & Boch crockery, and all crystal. These must be maintained, sent in for repairs and replaced when necessary. Stock take of Christofle silver must be done in the evening after a meal/function – that way any missing items can still be traced. Maintaining inventory data on the quantity, location and condition of all other crockery and crystal on a monthly basis is of utmost importance. Immediate reporting of missing or damaged crystal/silver/crockery to The Manager, and recording thereof.

8. Cigar stock handling under supervision of the Executive Chef:
Care and storage of all cigar stock under correct conditions. Must be checked regularly after service of cigars; stock used must be recorded to facilitate correct charge-outs. Stock requirements must be directed to the Executive Chef, who will replenish. Stock handling is solely the Incumbent’s responsibility, but under supervision of the Executive Chef.

9. Assist when possible, and when requested, with functions in Highveld and the Conference Centre:
Assist the other service staff with functions in Highveld, the Veranda, the garden as well as the Conference Centre when requested so by management. Assist with meetings and services to office staff in the Conference Centre when requested by a manager. Main House guests remain your biggest priority at all times.

10. Housekeeping duties relevant to the position:
To ensure that his service area is prepared to facilitate maximum efficiency at all times.

Morning shift: Perform Daily Graces: ensuring public rooms and dining rooms are welcome, curtains open (blinds opened/closed depending on sunlight entering the relevant area of the rooms and depending on when there are guests expected in the Main House), lights on and not dimmed, (fires lit in winter, or on cold days), the morning papers displayed correctly.
All breakfast requests prepared for and ready before guests come through. After breakfast and service is completed, to ensure scullery staff is notified to do vacuuming of all public areas. Clear and assist with tidying up of public areas after breakfast.

Evening shift: Perform Daily Graces: ensure public areas are welcoming (dpenending on when there are guests expected in the Main House). Dimmable lights have been dimmed for the evening. Evening papers are set out correctly. In summer – windows and curtains open, depending on weather. In winter – windows and curtains closed, fires lit, depending on weather.

The general cleaning of all the brassware and silverware in all public rooms, bedrooms and corridors of the Main House – work according to a schedule.

11. Taking care of all table linen for the Main House under
supervision of the Housekeeping Supervisor:
To ensure that all the table linen for the Main House is kept in good condition, clean and stored in correct areas to ensure quick availability. Do table linen stock once a month as requested by the Housekeeping Supervisor. For any housekeeping requirements/linen issues liaise with the Housekeeping Supervisor.

12. Taking care of the cellar stock under supervision of the
Executive Chef:
All stock consumed must be available before service. The Incumbent must then reconcile and balance the stock after service by means of writing it up in the Main House Diary, which will be checked by the Executive Chef or Duty Manager. This DAILY process is very important for invoicing and charge-outs. Take the Main House Diary to the Financial & Administrative Assistant, at her request on a weekly basis.

Care and storage of all cellar stock under correct conditions. Wine and liquor stock requirements must be directed to the Duty or The Manager, who will replenish. Stock handling is solely the Incumbent’s duty, and stock counts will be done by you then signed off by the Executive Chef.

13. Reporting of faulty equipment to the Maintenance Department:
To observe a pro-active approach to ensure all areas of responsibility remains in perfect working order. To ensure the proper functioning of all windows, doors, curtains, or any other fixtures requiring service to keep it in top working order. Fully conversant with accommodation features: lay-out, room type, location, in-room facilities, and equipment. Fully aware of operating procedures for all electrical and electronic equipment in the guest and public rooms, such as DSTV and remote, air-conditioning and remote, as well as underfloor heating. Remove old newspapers, empty cans/bottles and ensure that these are recycled correctly, and to ensure bins are kept clean – inform gardeners when necessary to remove (guest public areas). Have working knowledge of the gas fireplaces in the Main House and lite them in winter when it is very cold. Remember to turn it off again at the end of service when guests have gone to bed. Close liaison and direct lines of communication between the Incumbent and both the Executive Chef and the Duty Manager always to ensure the most efficient operation of the entire household. Be available when contractors are doing maintenance/service in the Main House – they cannot be in the house without supervision.

14. Comply with Covid-19: regulations, policies, and procedures in place:
These are all live working documents and reviewed and updated on an ongoing basis to take into account new guidance from the World Health Organisation and National Institute for Communicable Diseases.

SECTION 4: KNOWLEDGE, SKILLS AND EXPERIENCE
4.1 General
South African Citizen.
Proof of Covid-19 vaccination.
Fluent in English. Ability to speak/understand Afrikaans would be a plus.
Must reside on the property in staff accommodation provided when guests are in-house. Should the house be empty then the Incumbent may sleep off-site if approved by The manager. Family is not allowed permanent residence in the Incumbent’s accommodation. Should you wish for a family member to stay over in your room (only one person allowed at a time to stay over and must be an immediate family member, no friends allowed), written permission from The manager must be obtained at least 24 hours in advance, when there are no guest functions, or guests staying over in the Main House.
The Incumbent must be available during the week and work split shifts most of the time, some days it will be a full day (without a break in-between). Some working weekends and working public holidays will apply as well – all depending on guest bookings.
4.2 Knowledge/Qualifications
Three Year Diploma or Degree in Hotel Management specialised in Food & Beverage; or formal Hospitality training.
In-depth knowledgeable on wines and spirits.
In-depth knowledge on food terms in order to answer guest questions relating to menus.

4.3 Skills
Positive attitude and good communication skills, with excellent grooming standards.
Understand concepts like anticipatory, friendly not familiar, privacy and confidentiality, invisible and available.
Understand social etiquette and formal service.
Proper table setting and prepping for big functions.
Ability to enhance effective teamwork with Housekeeping.
Sound decision-making skills pertaining to guest’s needs.
Problem solving and “get it done” attitude. Very “hands-on” and ready to pitch in.
Flexibility to respond to a variety of different work situations and ability work on his own, as well as with colleagues in other disciplines within The team. Adaptable to the standards and desires of his employer.
Sound planning and organisational skills pertaining to guest’s needs and requirements. Work with a sense of priority and dedication.
Knowing how to plan in advance is of utmost importance!
An acute awareness of levels of service excellence!!
Acute attention to DETAIL!!
4.4 Experience
A minimum of at least 10 years’ service experience (in food & beverage) within the hospitality industry, which should ideally include service in a boutique-style hotel or private residence.
SECTION 5: WORKING RELATIONSHIPS
5.1 Internal working relationships
1. Superiors
Reports to the Executive Chef.

2. Other
The Incumbent will liaise regularly with colleagues in various other departments, especially with the Chefs and the Housekeeping Supervisor. Attend and contribute to all meetings – when requested to attend.