Waiter

Role overview

The Waiter will be responsible for handling day-to-day service duties in the outlet, working under the direction of managers and supervisors. The main goal of the role is to ensure food and beverage service is prompt, attentive, and memorable for every guest.

General responsibilities

• Follow all company and hotel rules, policies, and standard operating procedures at all times.
• Conduct all business activities in line with applicable laws, regulations, and internal requirements, as required by the Code of Conduct.
• Actively participate in learning and development initiatives and contribute to your own growth.
• Protect guest, colleague, and hotel information carefully and never disclose confidential or personal data without proper authorization.
• Use of hotel computers, internet, or network resources for inappropriate or unreasonable activities, including gambling, chatrooms, or pornography, is treated as a serious policy violation and may result in immediate dismissal.
• Comply with Safe, Sound and Sustainable policies and procedures.
• Adhere to the social media policy and take full responsibility for anything published on personal or public platforms.
• Maintain a workplace free from harassment and discrimination of any kind, including discrimination based on gender, disability, medical condition, race, colour, religion, nationality, ancestry, citizenship, age, sexual orientation, marital status, or other protected grounds.
• Take on any other reasonable duties linked to hotel operations as assigned by management.

Outlet and service responsibilities

• Build a strong understanding of the outlet concept, food menu, and beverage offerings so they can be explained clearly to guests.
• Prepare the outlet before, during, and after service, including front-of-house and back-of-house cleaning, polishing, and assembling equipment.
• Operate the point-of-sale system correctly to enter and process food and beverage orders.
• Deliver service in line with guest needs and expectations.
• Carry out tasks in a polite, efficient, and guest-focused manner.
• Recommend and upsell products and services appropriately to enhance the guest experience and support revenue growth.
• Process Mandarin Oriental gift cards and other non-cash payment methods.
• Handle billing and cashiering duties in accordance with hotel standards and cashiering procedures.
• Serve dishes in line with hotel presentation standards and food and beverage specifications.
• Maintain outlet equipment and utensils in good condition through careful handling and completion of assigned side duties.
• Collect and organise required stock such as linen, beverages, and dry goods.
• Keep product knowledge current and accurate.
• Support other outlets when requested by the restaurant manager.
• Complete any additional reasonable tasks assigned by the restaurant manager.

Teamwork

• Communicate clearly with colleagues and supervisors to prevent misunderstandings and operational gaps.
• Work cooperatively as part of the team and proactively support others during service.

Guest experience

• Observe and listen carefully to guests to understand their needs and expectations.
• Deliver consistent guest satisfaction from arrival through departure, following the hotel’s quality experience standards and service guidelines.
• Maintain a warm, friendly, and enthusiastic approach with a natural smile.
• Create memorable moments for guests through thoughtful gestures and actions.
• Share guest preferences with supervisors and act on them when possible.

Preferred language

Preference will be given to candidates who can speak Mandarin or Chinese.