Head Waiter/Waitress
Fortnum & Mason
Hong Kong

In Autumn 2019 we opened our doors in the redeveloped Victoria Dockside in Hong Kong. Based in the art, culture and retail landmark K11 MUSEA, the site, our first in Asia, includes a beautifully designed store, featuring an edit of our most cherished products, from tea, biscuits and wine, to champagne and tea-ware.

Key responsibilities

  • Work with the Restaurant management team to ensure the smooth running of the restaurant
  • Help drive, motivate and encourage the teams to look for areas where we can deliver more
  • Support and develop the Waiters and Commis waiters
  • Coach, counsel and train team to deliver exceptional customer service at all times
  • Act as first initial point of contact for issues regarding customer complaints, service and maintenance standards
  • Customer Experience

  • Maintain excellent Restaurant standards and cleanliness of fixtures
  • Demonstrate thorough product knowledge
  • Ensure the Menus are displayed and accurate
  • Ensure all the teams are aware of any menu changes and can accurately inform the customers
  • Ensure all allergen information is easily available to the employees and customers through team briefings or direct communication
  • Ensure due diligence of H&S standards free of hazards and accidents reported correctly and of minimal occurrence
  • Awareness of security procedures and act upon
  • Think widely while focusing in on important detail generating winning ideas
  • Person Profile

  • Motivate and inspire team to hit targets
  • Consistently lead by example
  • Review KPI’s identify trends and areas of improvement.
  • Coach to drive performance and enable change
  • Role model the company values
  • Inspire creativity and innovation within my team in order to deliver business goals
  • Seek and act on feedback to develop the team
  • Support new recruits in department - prepare two week induction plan / checklist
  • Ensure staff grooming standards meet company requirements
  • Help to ensure that all staff carry out their duties to the best of their abilities at all times, liaising with other supervisors where appropriate
  • Provide on floor feedback to team to heighten their ability to fulfil the role and to prevent unwanted behaviours from reoccurring
  • A day off for your birthday
  • Healthcare
  • Attendance Bonus
  • Mandatory Provident Fund
  • 5 working days per week
  • Generous staff discount
  • Meal whilst on duty
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