Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)
1. Customer Service
KRA: Ensuring exceptional customer service to enhance dining experience.
Short Description: Deliver top-notch service to customers.
- 1. Customer satisfaction ratings
- 2. Timely order delivery
- 3. Upselling success rate
- 4. Handling customer complaints effectively
2. Order Accuracy
KRA: Accurately taking and delivering orders to ensure customer satisfaction.
Short Description: Ensure precise order handling.
- 1. Order accuracy rate
- 2. Order completeness rate
- 3. Timeliness of order entry
- 4. Order correction frequency
3. Team Collaboration
KRA: Collaborating effectively with kitchen staff and other team members.
Short Description: Foster teamwork and communication.
- 1. Teamwork feedback from colleagues
- 2. Timely communication with kitchen staff
- 3. Support during peak hours
- 4. Resolving team conflicts efficiently
4. Cleanliness and Hygiene
KRA: Maintaining cleanliness and hygiene standards in the dining area.
Short Description: Ensure a clean and safe dining environment.
- 1. Compliance with hygiene regulations
- 2. Cleanliness feedback from customers
- 3. Timely table clearing
- 4. Handling of waste disposal
5. Product Knowledge
KRA: Having in-depth knowledge of menu items and specials.
Short Description: Provide accurate information to customers.
- 1. Menu knowledge assessment scores
- 2. Specials promotion success rate
- 3. Handling dietary restrictions effectively
- 4. Recommending popular dishes to customers
6. Sales Performance
KRA: Driving sales through effective upselling and promotion.
Short Description: Increase revenue through sales techniques.
- 1. Upselling revenue contribution
- 2. Average check value increase
- 3. Promotion success metrics
- 4. Customer feedback on recommendations
7. Time Management
KRA: Efficiently managing time to provide prompt service.
Short Description: Optimize time for maximum productivity.
- 1. Table turnover time
- 2. Response time to customer requests
- 3. Handling peak hours effectively
- 4. Resolving time-sensitive issues promptly
8. Problem-Solving
KRA: Resolving customer complaints and issues effectively.
Short Description: Address and solve customer concerns efficiently.
- 1. Customer satisfaction post-issue resolution
- 2. Complaint resolution time
- 3. Positive feedback from customers after resolution
- 4. Repeat customer rate after issue resolution
9. Personal Development
KRA: Continuously improving skills and knowledge in the hospitality industry.
Short Description: Enhance personal growth and expertise.
- 1. Participation in training and development programs
- 2. Skill enhancement assessments
- 3. Feedback from supervisors on improvement areas
- 4. Application of new skills in daily tasks
10. Revenue Generation
KRA: Contributing to the overall revenue of the establishment through exceptional service.
Short Description: Drive revenue through service excellence.
- 1. Individual revenue contribution
- 2. Customer retention rate
- 3. Feedback on service impact on sales
- 4. Revenue targets achieved
Real-Time Example of KRA & KPI
Scenario: Upselling Desserts
KRA: Successfully upselling desserts to increase average check value.
- KPI 1: Percentage increase in dessert sales
- KPI 2: Average check value before and after upselling training
- KPI 3: Customer feedback on dessert recommendations
- KPI 4: Dessert sales contribution to overall revenue
Implementing effective upselling techniques led to a 20% increase in dessert sales, resulting in a 10% rise in average check value and positive customer feedback on the dessert recommendations.
Key Takeaways
- KRA defines what needs to be done, whereas KPI measures how well it is done.
- KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
- Regular tracking and adjustments ensure success in Wait Staff roles.
