Wait Staff Restaurant KRA/KPI

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.