Job Description
The Waitress is responsible for providing excellent customer service, taking orders, serving food and beverages, and ensuring customer satisfaction in a restaurant setting.
Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)
1. Customer Service
KRA: Ensuring prompt and friendly service to diners to enhance their overall dining experience.
Short Description: Deliver exceptional customer service at all times.
- Customer satisfaction ratings
- Average response time to customer requests
- Upselling percentage
- Number of positive customer reviews
2. Order Accuracy
KRA: Accurately taking and delivering orders to meet customer expectations and minimize errors.
Short Description: Ensure accurate order management and delivery.
- Order accuracy rate
- Order processing time
- Feedback on order accuracy from customers
- Number of order errors
3. Cleanliness and Hygiene
KRA: Maintaining cleanliness and hygiene standards in the dining area to provide a pleasant environment for guests.
Short Description: Uphold cleanliness and hygiene standards.
- Cleanliness inspection scores
- Frequency of cleaning tasks completed
- Compliance with hygiene regulations
- Customer feedback on cleanliness
4. Team Collaboration
KRA: Working collaboratively with kitchen staff and other team members to ensure smooth operations.
Short Description: Foster teamwork and cooperation.
- Feedback from team members on collaboration
- Team productivity metrics
- Timely communication with kitchen staff
- Resolution of conflicts within the team
5. Sales Performance
KRA: Actively promoting menu items and specials to increase sales and revenue.
Short Description: Drive sales through effective promotion.
- Percentage increase in sales revenue
- Number of upsells made
- Feedback on menu item popularity
- Revenue per customer
6. Problem Resolution
KRA: Addressing customer complaints and resolving issues promptly to ensure customer satisfaction.
Short Description: Handle customer complaints effectively.
- Resolution time for customer complaints
- Customer satisfaction after issue resolution
- Number of repeat complaints from the same customer
- Feedback on problem resolution process
KRA: Having a thorough understanding of the menu items and being able to provide recommendations to customers.
Short Description: Demonstrate expertise in menu knowledge.
- Menu knowledge test scores
- Customer feedback on menu recommendations
- Number of menu items recommended per shift
- Accuracy of menu item descriptions provided
8. Time Management
KRA: Efficiently managing time to ensure timely service and smooth dining experience for customers.
Short Description: Optimize time management for effective service.
- Response time to customer requests
- Table turnover rate
- Time taken to process orders
- Feedback on service speed
9. Cash Handling
KRA: Handling cash transactions accurately and securely following restaurant policies and procedures.
Short Description: Ensure proper cash handling practices.
- Cash register accuracy rate
- Number of cash handling errors
- Adherence to cash handling protocols
- Feedback on cash handling from management
10. Professional Development
KRA: Continuously improving skills and knowledge through training and development opportunities to enhance job performance.
Short Description: Invest in personal and professional growth.
- Participation in training programs
- Feedback on skill improvement from supervisors
- Implementation of new skills in daily tasks
- Performance improvement over time
Real-Time Example of KRA & KPI
Handling Rush Hours
KRA: Efficiently managing customer orders and service during peak hours to prevent delays and ensure customer satisfaction.
- KPI 1: Average time taken to serve a table during peak hours
- KPI 2: Number of order errors during rush hours
- KPI 3: Customer satisfaction ratings during peak hours
- KPI 4: Upselling success rate during busy periods
By tracking these KPIs, the restaurant can maintain high service standards, reduce errors, and increase revenue during peak times.
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 the waitress role.
Generate content in this structured format with clear, concise, and measurable KPIs while maintaining professional readability.
