Performance criteria

• Compliance with work instructions
• Correct application of the communication protocol
• Attentive listening to clients
• Proper use of computerized equipment
• Relevant, accurate and clear information provided
• Meticulous work

Tasks

• Receive telephone calls: greet the client, give the name of the restaurant and ask how the client wishes to be assisted (reservation, cancellation or change in reservation).
• Ask the date and time of the reservation, the number of clients, if there are children or persons with special needs, and if there are any preferences (near a window, private room, etc.).
• Check the reservations book or software to see if the requested time is available or to make the reservation for another time.
• Enter the reservation in the reservations book or software, indicating all the required information and making sure that reservations are distributed as evenly as possible among servers.
• Mark cancellations in the reservations book or software.
• Place a small sign on the reserved table.
• Keep an eye out for problems and inform the dining room manager.

Performance criteria

• Compliance with work instructions
• Patience
• Courteous service
• Friendliness
• Appropriate personal appearance
• Presentation of positive image of the business
• Appropriate attire
• Wearing of identification badge
• Warm welcome
• Appropriate stress management

Tasks

• Receive instructions from the dining room manager.
• Greet clients and welcome them.
• Answer clients’ questions (type of cuisine, menus, services for physically challenged people, children, business dinners, etc.).
• Ask the clients if they have a reservation and, if not, check the availability of tables and assign them one.
• Ask clients to wait until a table becomes free: tell them approximately how long the wait will be, regularly inform them of the time left to wait, respect priorities, etc.
• Suggest that clients leave their coats in the coatroom.
• Collect promotional coupons or gift certificates, if applicable.

Performance criteria

• Observance of occupational health and safety rules
• Observance of hygiene and cleanliness rules
• Compliance with work instructions
• Compliance with the establishment’s norms and quality standards
• Relevant, accurate and clear information provided
• Concern for client satisfaction.
• Courteous service

Tasks

• Take one or more menus and the wine list, if applicable.
• Show clients to their table.
• Ensure that the table is clean and properly laid and, if it is not, suggest another table or ask a busboy to help.
• Ask if the location of the table is satisfactory.
• Invite the clients to sit down or pull out their chairs.
• Hand them the menu and the wine list, if applicable.
• Light the candles.
• Wish the clients “bon appétit” and indicate that the server will arrive shortly to take their order.
• Offer colouring materials to children.
• Listen to client complaints and transmit them to the dining room manager.

Performance criteria

• Observance of occupational health and safety rules
• Observance of hygiene and cleanliness rules
• Compliance with work instructions
• Compliance with the establishment’s norms and quality standards
• staying within the limits of the occupation
• Proper application of work techniques
• Demonstration of ability to work in a team

Tasks

• Help keep the entrance clean and tidy: fill brochure holders, pick up papers or debris, display the restaurant’s business cards, put found items in the lost-and-found, etc.
• Restock the reception station (pencils, placemats, menus, etc.).
• Help with table service: bring glasses of water and beverages, clear tables, etc.
• Keep an eye out for problems (children running between the tables, a person who is ill or inebriated, etc.), and report the problem to the dining room manager.

Performance criteria

• Observance of occupational health and safety rules
• Observance of hygiene and cleanliness rules
• Compliance with work instructions
• Proper use of cleaning products
• Order and cleanliness

Tasks

• Clean the equipment.
• Wash and put away glasses, dishes and utensils.
• Sweep floors.
• Detect various problems and notify the person in charge.

Performance criteria

• Compliance with work instructions
• Courteous service
• Honesty
• Accurate calculations and data entered
• Proper use of computerized equipment

Tasks

• Receive money and give change.
• Use a cash register, computerized sales equipment or a point-of-sale terminal to receive payment by credit or debit card.
• Charge amounts to customers’ accounts.
• Give receipts, sales slips, transaction records, etc.