Senior Waiter

Key ResponsibilitiesLead and support the service team during daily drive-thru and counter operations.Take charge of service operations during assigned shifts and peak periods to maintain smooth workflow.Train, coach, and mentor new and existing staff on drive-thru procedures, SOPs, menu knowledge, service standards, and guest engagement.Conduct on-the-job training and continuously monitor team performance to identify areas for improvement.Support pre-shift briefings and communicate daily sales targets, promotions, menu updates, and operational priorities.Ensure drive-thru orders are taken, processed, prepared, and handed over accurately and efficiently.Monitor speed of service throughout the drive-thru journey and address delays or operational bottlenecks immediately.Maintain high levels of order accuracy, ensuring all items, modifications, and special requests are correctly communicated and fulfilled.Coordinate effectively with kitchen and beverage teams to maintain efficient order flow and minimize waiting times.Manage drive-thru queues during peak periods and support efficient traffic and order flow.Ensure guests receive friendly, professional, and efficient service at every customer touchpoint.Drive upselling, cross-selling, and suggestive selling through effective menu recommendations and promotional offers.Coach service staff on selling techniques to improve average transaction value and overall sales.Maintain comprehensive knowledge of menu items, ingredients, allergens, pricing, and promotions.Handle guest complaints, incorrect orders, and service concerns promptly and professionally.Ensure POS transactions, billing, cash handling, and payment processing are completed accurately.Monitor the quality and presentation of orders before they are handed over to guests.Ensure takeaway packaging, condiments, cutlery, and other required items are provided accurately with each order.Maintain cleanliness and organization of drive-thru, counter, service, and guest-facing areas.Ensure service stations are fully stocked and operationally ready throughout the shift.Support opening, closing, and shift handover procedures and ensure required checklists are completed.Monitor junior team members and provide immediate coaching or corrective guidance when standards are not met.Support management in maintaining staff grooming, punctuality, discipline, and professional conduct.Skills & QualificationsMinimum 2–3 years of F&B service experience, preferably within a high-volume or quick-service environment.Previous hands-on drive-thru experience is strongly preferred.Strong understanding of drive-thru operations, including speed of service, order accuracy, queue flow, and order handover.Strong leadership skills with the ability to take charge during busy service periods.Proven ability to train, coach, and develop service staff.Strong upselling, cross-selling, and suggestive selling abilities.Excellent guest service and complaint-resolution skills.Good knowledge of POS systems, order processing, and cash handling.Ability to multitask and communicate clearly in a high-volume, fast-paced environment.