Senior Waiter

Position Title: Senior Waiter

Employment Type: Full-Time

Salary: Up to RM 3,300 per month

Job Summary

The Senior Waiter is responsible for supporting the smooth operation of the restaurant's front-of-house service by delivering excellent customer service while guiding and supervising the waiter team. This role is responsible for ensuring customers receive prompt and professional service, orders are taken and served accurately, and the restaurant's service standards are consistently maintained.

The Senior Waiter will also assist the Restaurant Manager or Supervisor in coordinating daily service operations, supporting junior team members, handling customer concerns, monitoring table and service station readiness, and ensuring compliance with Company SOPs. The successful candidate should be confident in handling busy service periods, able to lead by example, and capable of taking responsibility for front-of-house operations when required.

Key Responsibilities

1. Customer Service & Guest Experience

• Welcome and greet customers in a friendly, professional, and attentive manner.
• Assist customers with seating arrangements and ensure tables are properly prepared before service.
• Attend to customer enquiries, requests, and feedback promptly and professionally.
• Maintain a high standard of customer service throughout the customer's dining experience.
• Provide accurate information regarding menu items, promotions, membership programmes, and Company policies.
• Assist customers with menu recommendations and explain menu items when required.
• Handle customer complaints professionally and attempt to resolve basic concerns promptly.
• Escalate complex customer complaints or service issues to the Restaurant Manager or Supervisor when necessary.
• Follow up with customers when required to ensure their concerns have been properly addressed.

2. Order Taking & Food Service

• Accurately take food and beverage orders and ensure all special requests are clearly communicated to the kitchen.
• Repeat and confirm orders with customers to minimize errors.
• Serve food and beverages according to Company service standards.
• Ensure food and beverages are delivered to the correct table and customer promptly.
• Monitor tables during service and identify when customers require assistance.
• Coordinate closely with the kitchen team to ensure orders are prepared and served within the expected time.
• Assist with takeaway and online orders when required.
• Ensure tables are cleared, cleaned, and properly reset after customers leave.
• Monitor service stations and ensure sufficient cutlery, crockery, condiments, and other service items are available.

3. Team Supervision & Staff Guidance

• Assist the Restaurant Manager in coordinating the daily activities of the waiter and front-of-house team.
• Guide and support junior waiters in carrying out their duties effectively.
• Lead by example by maintaining professional service standards, punctuality, discipline, and a positive attitude.
• Assist new staff with learning menu items, service procedures, POS processes, and Company SOPs.
• Monitor junior staff performance during service and provide appropriate guidance when required.
• Ensure team members understand their assigned duties and complete them properly.
• Support teamwork and effective communication between the front-of-house and kitchen teams.
• Assist in resolving minor team or operational issues during service and escalate matters to Management when necessary.

4. Service Operations & Coordination

• Assist in coordinating table assignments and service sections during daily operations.
• Monitor the overall flow of service and identify areas requiring immediate attention.
• Ensure customers are attended to promptly, particularly during peak operating hours.
• Coordinate with the kitchen team regarding delayed orders, special requests, missing items, or order corrections.
• Assist the Restaurant Manager in maintaining smooth front-of-house operations.
• Ensure service areas, tables, and cashier counters remain clean and organised throughout the operating period.
• Support opening and closing procedures, including checking service stations and ensuring the restaurant is operationally ready.
• Take responsibility for front-of-house service operations when the Supervisor or Manager is temporarily unavailable, where required.

5. Customer Complaint & Service Recovery

• Handle customer complaints calmly, professionally, and with appropriate empathy.
• Listen carefully to the customer's concern and identify the appropriate solution within Company guidelines.
• Coordinate with the kitchen team when complaints involve food quality, incorrect orders, or preparation issues.
• Replace or correct orders when authorised and appropriate.
• Escalate serious or unresolved complaints to the Restaurant Manager or Supervisor.
• Follow up to ensure the customer's concern has been properly addressed.
• Record or communicate recurring service issues to Management to support continuous improvement.

6. Outlet Cleanliness & Hygiene

• Ensure dining areas, tables, service stations, and other front-of-house areas are clean and organised.
• Ensure tables are properly cleaned and reset after each customer.
• Maintain cleanliness of service equipment, cutlery, crockery, menus, and other customer-facing items.
• Follow all Company food safety, hygiene, and sanitation requirements.
• Ensure proper handling of food and beverages during service.
• Report any hygiene, safety, or maintenance concerns to Management immediately.
• Assist the team in maintaining a clean and professional restaurant environment throughout operating hours.

7. SOP Compliance & Operational Support

• Ensure daily service activities are carried out according to Company SOPs and service standards.
• Assist the Restaurant Manager in ensuring staff comply with operational procedures.
• Monitor service quality and identify areas where staff require additional guidance or training.
• Assist with daily sales, order, payment, and other operational records when required.
• Support restaurant operations during peak periods by assisting wherever necessary.
• Prepare or assist with additional documents, reports, checklists, or records as requested by Management.
• Perform any other duties, tasks, or responsibilities assigned by the Management from time to time in support of the restaurant's operations.

Job Requirements

• Malaysian citizen.
• Minimum SPM or equivalent qualification.
• Minimum 2–3 years of experience in F&B, hospitality, or a similar customer-facing service role.
• Previous experience as a Senior Waiter, Supervisor, Head Waiter, Captain, Waiter, or similar position is preferred.
• Experience in supervising or guiding junior service staff is an added advantage.
• Good knowledge of restaurant service procedures, customer service, and front-of-house operations.
• Good knowledge of menu items and ability to provide appropriate recommendations to customers.
• Strong customer service, communication, and interpersonal skills.
• Able to handle customer complaints professionally and resolve basic service issues.
• Responsible, punctual, disciplined, and able to take ownership of assigned duties.
• Strong teamwork and leadership skills with the ability to guide junior staff.
• Able to remain calm and organised during busy operating periods.
• Detail-oriented and able to maintain accuracy when handling orders and payments.
• Able to communicate effectively in Bahasa Malaysia and English.
• Food Handler Certificate and Typhoid Injection Certificate are an added advantage.
• Able to work shifts, weekends, public holidays, and overtime when required.
• Able to work in a fast-paced restaurant environment.

Benefits

• EPF & SOCSO
• Annual Leave
• Medical Leave
• Free Staff Meals (3 Meals Daily)
• Career Growth & Promotion Opportunities
• Performance Bonus / Annual Bonus
• On-the-Job Training
• Friendly & Supportive Working Environment

Pay: Up to RM3,300.00 per month

Benefits:

• Meal provided
• Opportunities for promotion

Ability to commute/relocate:

• Subang Jaya: Reliably commute or planning to relocate before starting work (Required)

Language:

• Malay (Required)
• English (Required)

Work Location: In person