About the role
The Waitress/Waiter gives guests friendly, efficient and professional food and beverage service in the restaurant, bar, lounge, outdoor areas and at functions. The role makes sure every guest has an enjoyable dining experience, helps increase sales, and follows the lodge’s standards for service, cleanliness and cash handling.
Position details
- Reports to: General Manager
- Employment type: Full-time, on-site (shift work)
Key responsibilities
1. Preparing for service
- Set up the restaurant, bar and outdoor seating before each service: tables, cutlery, glassware, condiments, menus and décor.
- Make sure all service areas are clean, tidy and welcoming before, during and after service.
- Attend pre-shift briefings and learn the day’s specials, unavailable items and reservations.
- Restock service stations with clean crockery, cutlery, glassware, napkins and other supplies.
2. Guest service
- Greet guests warmly, seat them and present menus promptly.
- Explain menu items, specials and drinks, and recommend dishes and pairings.
- Take orders accurately, note any special requests, dietary needs or allergies, and pass them clearly to the kitchen and bar.
- Serve food and drinks promptly and correctly, following lodge service standards.
- Check on guests during their meal, attend to their needs, and clear tables neatly and on time.
- Handle guest concerns politely and report complaints to the General Manager straight away.
- Thank guests on departure and invite them back.
3. Sales and upselling
- Recommend starters, desserts, drinks, specials and lodge packages to increase average spend.
- Promote restaurant and bar events, happy hours and sundowners.
- Get to know regular guests and their preferences, to encourage repeat visits.
4. Orders, billing and cash handling
- Enter all orders into the POS accurately. Nothing is served without a recorded order.
- Prepare correct bills, and post charges to the right guest accounts for in-house guests.
- Process cash, card and mobile money payments accurately and issue receipts.
- Hand over takings and reconcile with the General Manager at the end of each shift.
- Record breakages, returned dishes and complimentary items according to procedure.
5. Hygiene, health and safety
- Follow food safety, personal hygiene and grooming standards at all times.
- Handle food, crockery and glassware safely and hygienically.
- Follow responsible alcohol service rules: no service to minors or intoxicated guests, and report concerns to the General Manager.
- Report spills, damaged equipment and safety hazards immediately.
6. Closing duties and teamwork
- Clear, clean and reset tables and service areas after each service.
- Help with closing duties such as polishing cutlery and glassware, restocking and cleaning stations.
- Help with functions, events, room service and packed meals when needed.
- Work closely with the kitchen, bar and front desk teams for smooth service.
Key performance indicators (KPIs)
- Guest satisfaction and positive feedback or reviews
- Order accuracy and speed of service
- Upselling results and average spend per table
- Accuracy of billing and cash handover, with no unexplained shortages
- Cleanliness and readiness of service areas
- Following grooming, hygiene and service standards
- Attendance, punctuality and teamwork
Qualifications and experience
- Form 5 / BGCSE or equivalent.
- A certificate in Food & Beverage Service or Hospitality is an advantage.
- At least 1 year’s experience as a waitress/waiter, preferably at a lodge, hotel or restaurant. Candidates without experience but with a strong service attitude may be considered and trained.
- Experience with POS systems is an advantage.
- Food Safety or responsible alcohol service training is an advantage.
Skills and attributes
- Friendly, polite and welcoming personality, with a passion for serving people
- Good communication in English and Setswana (other languages are an advantage)
- Neat, well-groomed and professional appearance
- Honest and trustworthy with cash
- Able to work quickly and stay calm during busy service
- Good memory and attention to detail
- Team player, willing to learn and take direction
- Willing to work shifts, evenings, weekends and public holidays