Senior Waiter

Key Responsibilities • Lead and support the service team during daily drive-thru and counter operations. • Take charge of service operations during assigned shifts and peak periods to maintain smooth workflow. • Train, coach, and mentor new and existing staff on drive-thru procedures, SOPs, menu knowledge, service standards, and guest engagement. • Conduct on-the-job training and continuously monitor team performance to identify areas for improvement. • Support pre-shift briefings and communicate daily sales targets, promotions, menu updates, and operational priorities. • Ensure drive-thru orders are taken, processed, prepared, and handed over accurately and efficiently. • Monitor speed of service throughout the drive-thru journey and address delays or operational bottlenecks immediately. • Maintain high levels of order accuracy, ensuring all items, modifications, and special requests are correctly communicated and fulfilled. • Coordinate effectively with kitchen and beverage teams to maintain efficient order flow and minimize waiting times. • Manage drive-thru queues during peak periods and support efficient traffic and order flow. • Ensure guests receive friendly, professional, and efficient service at every customer touchpoint. • Drive upselling, cross-selling, and suggestive selling through effective menu recommendations and promotional offers. • Coach service staff on selling techniques to improve average transaction value and overall sales. • Maintain comprehensive knowledge of menu items, ingredients, allergens, pricing, and promotions. • Handle guest complaints, incorrect orders, and service concerns promptly and professionally. • Ensure POS transactions, billing, cash handling, and payment processing are completed accurately. • Monitor the quality and presentation of orders before they are handed over to guests. • Ensure takeaway packaging, condiments, cutlery, and other required items are provided accurately with each order. • Maintain cleanliness and organization of drive-thru, counter, service, and guest-facing areas. • Ensure service stations are fully stocked and operationally ready throughout the shift. • Support opening, closing, and shift handover procedures and ensure required checklists are completed. • Monitor junior team members and provide immediate coaching or corrective guidance when standards are not met. • Support management in maintaining staff grooming, punctuality, discipline, and professional conduct. Skills & Qualifications • Minimum 2–3 years of F&B service experience, preferably within a high-volume or quick-service environment. • Previous hands-on drive-thru experience is strongly preferred. • Strong understanding of drive-thru operations, including speed of service, order accuracy, queue flow, and order handover. • Strong leadership skills with the ability to take charge during busy service periods. • Proven ability to train, coach, and develop service staff. • Strong upselling, cross-selling, and suggestive selling abilities. • Excellent guest service and complaint-resolution skills. • Good knowledge of POS systems, order processing, and cash handling. • Ability to multitask and communicate clearly in a high-volume, fast-paced environment. Show more Show less

Minimum 2–3 years of F&B service experience, preferably within a high-volume or quick-service environment. Previous hands-on drive-thru experience is strongly preferred. Strong understanding of drive-thru operations, including speed of service, order accuracy, queue flow, and order handover.