Service Crew

Reporting To

Restaurant Manager / Assistant General Manager / Supervisor

Job Summary

The Service Crew is responsible for delivering exceptional guest experiences by providing professional, friendly, and efficient service. The role includes restaurant setup, food and beverage service, guest engagement, maintaining cleanliness standards, and supporting the overall operation of Atout.

Key Responsibilities

Guest Service

• Welcome and seat guests professionally.
• Present menus and explain dishes, beverages, daily specials, and promotions.
• Take food and beverage orders accurately.
• Ensure guests receive attentive and personalised service throughout their visit.
• Handle guest feedback and complaints professionally and escalate when necessary.
• Maintain Atout's hospitality standards at all times.

Food & Beverage Service

• Serve food and beverages according to restaurant standards.
• Ensure orders are delivered accurately and promptly.
• Clear and reset tables efficiently.
• Monitor guest needs and anticipate service requirements.
• Assist with wine, tea, coffee, and beverage service when required.

Restaurant Operations

• Prepare restaurant for service, including table settings and mise en place.
• Ensure menus, POS systems, and reservation information are updated and accurate.
• Process guest payments accurately.
• Support private events, wine dinners, and special functions.
• Follow opening and closing procedures.

Cleanliness & Maintenance

• Maintain cleanliness of dining areas, service stations, and equipment.
• Ensure all glassware, cutlery, crockery, and service equipment are properly maintained.
• Report maintenance issues, breakages, and safety concerns immediately.
• Adhere to hygiene and food safety standards.

Teamwork

• Work closely with kitchen and service teams to ensure smooth operations.
• Assist colleagues during busy periods.
• Participate in training sessions and team meetings.
• Maintain a positive and professional attitude towards colleagues and guests.

Requirements

• Positive attitude and willingness to learn.
• Good communication and interpersonal skills.
• Ability to work weekends, public holidays, and flexible shifts.
• Physically fit and able to stand for extended periods.
• Previous F&B experience is preferred but not mandatory.
• Basic knowledge of wines and food service is an advantage.

Working Hours

• Based on roster and operational requirements.
• 44 hours per week in accordance with company policy.

Performance Expectations

• Maintain high guest satisfaction standards.
• Ensure order accuracy and minimise service errors.
• Uphold Atout's service standards and professional image.
• Demonstrate reliability, punctuality, and teamwork.
• Contribute positively to restaurant sales and guest retention.

Key Performance Indicators (KPIs)

• Guest satisfaction and feedback.
• Attendance and punctuality.
• Order accuracy.
• Upselling of food, beverages, wines, and retail products.
• Compliance with SOPs and hygiene standards.
• Teamwork and attitude.

"Every guest leaves happier than when they arrived." This is the service philosophy expected of all Service Crew members at Atout.