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Job Description: Server / Waiter / Waitress (Specialty Coffee Shop & Café Concept)

Position Summary

The Server / Waiter / Waitress is responsible for delivering exceptional table service by providing professional, friendly, and efficient hospitality to guests. The role ensures accurate order taking, proper food and beverage service, guest satisfaction, and adherence to company service standards.

The ideal candidate must have strong customer service skills, good product knowledge, attention to detail, and the ability to create a memorable dining experience in a specialty coffee shop, bakery, and café environment.

Key Responsibilities

Guest Service Excellence

• Welcome and serve guests professionally according to café service standards.
• Provide friendly, attentive, and personalized service throughout the guest journey.
• Ensure guests receive a comfortable and enjoyable dining experience.
• Anticipate guest needs and provide prompt assistance.
• Maintain a positive and professional attitude at all times.

Order Taking & Menu Knowledge

• Present menus and explain food and beverage offerings.
• Provide recommendations based on guest preferences.
• Have complete knowledge of:
• Coffee beverages
• Signature drinks
• Breakfast items
• Bakery and pastry products
• Desserts
• Food ingredients and allergens
• Take guest orders accurately and communicate them properly to the kitchen and bar teams.
• Confirm special requests, modifications, and dietary requirements.

Food & Beverage Service

• Serve food and beverages according to company service standards.
• Ensure proper presentation before serving.
• Follow correct service sequence and table etiquette.
• Monitor guest satisfaction during service.
• Perform table checks and follow up with guests.
• Clear and reset tables efficiently.

Table Management & Guest Experience

• Maintain assigned tables and service areas.
• Ensure tables are clean, organized, and properly set.
• Assist with guest seating and table turnover when required.
• Coordinate with Host, Barista, Kitchen, and Cashier teams.
• Support smooth guest flow during busy periods.

Sales & Upselling

• Recommend additional products to enhance the guest experience.
• Promote:
• Signature beverages
• Desserts
• Pastries
• Seasonal promotions
• New menu items
• Support achievement of sales targets through effective product recommendations.

Order Accuracy & Coordination

• Ensure all orders are entered correctly into the POS system.
• Verify food and beverage items before serving.
• Coordinate with kitchen and bar teams regarding:
• Order status
• Special requests
• Delays
• Guest concerns
• Maintain communication between guests and operations team.

Guest Complaints & Service Recovery

• Listen to guest concerns professionally.
• Handle minor service issues with a positive attitude.
• Escalate serious concerns to the Supervisor or Store Manager.
• Support service recovery procedures to maintain guest satisfaction.

Cash & POS Support

• Process guest bills and payments when required.
• Ensure accuracy of orders and charges.
• Understand POS functions including:
• Order entry
• Table management
• Bill printing
• Payment processing
• Maintain accountability for assigned transactions.

Cleanliness & Food Safety

• Maintain cleanliness of service areas.
• Follow HACCP and food safety procedures.
• Ensure proper handling of food and beverages.
• Maintain personal hygiene and grooming standards.
• Follow opening, running, and closing procedures.

Required Qualifications

• Minimum 1–3 years of experience as a Server, Waiter, Waitress, or Café Crew member.
• Experience in:
• Specialty coffee shops
• Restaurants
• Hotels
• Bakeries
• Premium café concepts
• Hospitality training is preferred.

Mandatory Knowledge & SkillsService Knowledge

• Understanding of café and restaurant service standards.
• Table service procedures.
• Guest handling techniques.
• Food and beverage presentation.
• Basic knowledge of hospitality etiquette.

Product Knowledge

Must understand:

• Coffee beverages
• Bakery and pastry products
• Breakfast menu items
• Food ingredients
• Allergens and dietary requirements
• Beverage pairing recommendations

Customer Service Skills

• Excellent communication skills.
• Friendly and approachable personality.
• Ability to handle different types of guests.
• Strong attention to detail.
• Ability to work under pressure during peak hours.
• Positive attitude and teamwork.

Systems Knowledge (Mandatory / Preferred)

Knowledge of:

• POS Systems
• Restaurant Ordering Systems
• Table Management Systems
• Digital Menu Systems
• Loyalty/CRM Systems (preferred)

Ability to:

• Enter orders accurately.
• Process guest requests.
• Support sales and service reporting.
• Use digital ordering tools when required.

Microsoft Office Skills (Preferred)

Basic knowledge of:

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook

Additional Requirements

• Professional appearance and excellent grooming standards.
• Strong hospitality mindset and customer-focused attitude.
• Ability to stand and walk for extended periods.
• Flexible to work weekends, holidays, and rotating shifts.
• Ability to work effectively as part of a service team.
• Additional language skills are an advantage.

Core Competencies

• Customer Service Excellence
• Hospitality Mindset
• Communication Skills
• Product Knowledge
• Teamwork & Collaboration
• Attention to Detail
• Speed & Efficiency
• Problem Solving
• Professional Appearance
• Positive Attitude
• Accountability

Key Performance Indicators (KPIs)

• Guest Satisfaction Score
• Service Speed
• Order Accuracy
• Upselling Performance
• Customer Feedback Rating
• Table Turnover Efficiency
• Menu Knowledge Assessment
• Service Standard Compliance
• Cleanliness & Hygiene Score
• Attendance & Punctuality
• Teamwork Performance

Role Importance

The Server / Waiter / Waitress plays a critical role as the direct connection between the brand and the guest. This position represents the café’s hospitality standards by creating memorable experiences, ensuring service excellence, increasing customer loyalty, and supporting overall business performance.

Pay: RO1.000 - RO2.000 per month

Work Location: In person