Waiter 5 Star Hotel KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Waiter 5 Star Hotel

1. Customer Service Excellence

KRA: Ensuring exceptional customer service to enhance guest satisfaction and loyalty at Waiter 5 Star Hotel.

Short Description: Deliver top-notch service to guests.

• KPI 1: Average customer satisfaction rating above 4.5
• KPI 2: Maintain a service response time under 5 minutes
• KPI 3: Achieve a customer retention rate of 80%
• KPI 4: Receive positive feedback on service in 90% of guest reviews

2. Food and Beverage Knowledge

KRA: Possessing in-depth knowledge of the menu items and beverages offered at Waiter 5 Star Hotel.

Short Description: Be an expert on food and drinks.

• KPI 1: Successfully recommend menu items to guests with a 70% upsell rate
• KPI 2: Pass the monthly menu knowledge test with a score above 90%
• KPI 3: Memorize daily specials and ingredients for effective communication
• KPI 4: Attend menu training sessions with 100% participation

3. Upselling and Revenue Generation

KRA: Actively engaging in upselling techniques to increase revenue for Waiter 5 Star Hotel.

Short Description: Drive sales through upselling.

• KPI 1: Achieve a monthly upsell revenue target of 20%
• KPI 2: Increase average check value by 15% through upselling
• KPI 3: Recommend high-margin items to guests with a 50% conversion rate
• KPI 4: Track and report upsell performance weekly

4. Hygiene and Sanitation Compliance

KRA: Ensuring strict adherence to hygiene and sanitation standards in food service areas.

Short Description: Maintain cleanliness and hygiene.

• KPI 1: Maintain a cleanliness score of 95% or above in service areas
• KPI 2: Follow proper handwashing protocols as per health guidelines
• KPI 3: Monitor and record refrigerator temperature logs daily
• KPI 4: Complete sanitation checklist before service hours

5. Team Collaboration and Communication

KRA: Foster teamwork and effective communication among colleagues at Waiter 5 Star Hotel.

Short Description: Collaborate and communicate effectively.

• KPI 1: Participate in team meetings and contribute ideas regularly
• KPI 2: Assist fellow team members during peak hours without being asked
• KPI 3: Communicate special requests from guests accurately to kitchen staff
• KPI 4: Resolve any conflicts within the team promptly and professionally

6. Personal Development and Training

KRA: Continuously improve skills and knowledge through training and development opportunities.

Short Description: Invest in personal growth.

• KPI 1: Attend all mandatory training sessions and workshops
• KPI 2: Set personal development goals and review progress bi-monthly
• KPI 3: Acquire a new skill related to service or hospitality quarterly
• KPI 4: Seek feedback from supervisors and implement suggestions for improvement

7. Sales and Promotion Support

KRA: Assist in promoting special offers and upselling promotions to guests at Waiter 5 Star Hotel.

Short Description: Support sales initiatives.

• KPI 1: Promote the monthly special dish to at least 80% of guests
• KPI 2: Encourage participation in loyalty programs with a 50% sign-up rate
• KPI 3: Suggest pairing options for wine or beverages with main courses
• KPI 4: Display promotional materials effectively at service stations

8. Time Management and Efficiency

KRA: Efficiently manage time to provide prompt and quality service to guests at Waiter 5 Star Hotel.

Short Description: Prioritize tasks and manage time effectively.

• KPI 1: Serve meals within the expected time frame for each course
• KPI 2: Keep track of table turnover rates and aim for a high turnover during peak hours
• KPI 3: Anticipate guest needs to reduce wait times for requests
• KPI 4: Complete end-of-shift duties within the allocated time

9. Problem Solving and Guest Satisfaction

KRA: Resolve guest complaints and issues promptly to ensure high satisfaction levels at Waiter 5 Star Hotel.

Short Description: Address and resolve guest concerns effectively.

• KPI 1: Resolve guest complaints on the spot with a 90% satisfaction rate
• KPI 2: Offer solutions or alternatives to guests dissatisfied with their experience
• KPI 3: Follow up with guests post-resolution to ensure satisfaction
• KPI 4: Implement feedback received from guests to enhance service quality

10. Sales Reporting and Performance Analysis

KRA: Provide accurate sales reports and analyze performance data to identify areas for improvement at Waiter 5 Star Hotel.

Short Description: Analyze sales data and performance metrics.

• KPI 1: Submit daily sales reports detailing upsell and revenue figures
• KPI 2: Analyze sales trends and provide insights for menu optimization
• KPI 3: Track individual performance metrics and provide feedback to team members
• KPI 4: Identify opportunities for revenue growth and suggest strategies for implementation