A captain, also known as a head waiter is a senior member of the restaurant staff who oversees the smooth and efficient operation of the front-of-house service. They play a pivotal role in ensuring a high level of customer satisfaction.
Also known as servers but held to a higher standard of service steps and mechanics. Must possess a high knowledge of food and beverage.
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Wine and Beverage Knowledge: Captains typically have an extensive knowledge of wines, cocktails, and other beverages offered by the restaurant. They are responsible for guiding guests in their beverage selection, suggesting pairings with food, and ensuring that the wine service is conducted appropriately.
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Problem Solving and Conflict Resolution: Captains are adept at handling and resolving conflicts or issues that may arise during service. They have strong problem-solving skills and the ability to think on their feet. Captains remain calm under pressure and effectively address customer complaints or dissatisfaction, striving to find solutions and maintain a positive dining experience.
Overall, captains are experienced professionals who provide leadership and ensure the smooth operation of the dining service. They possess excellent communication skills, attention to detail, and a strong focus on customer satisfaction.
Core Values:
- Find a Way -Take ownership in tasks and react with sense of urgency to get to a solution
- Positive Attitude - Toward your team and your guests
- Always Learning, Always Teaching - Be willing to listen and learn, and share what you know with others
- Respect and Care - Give respect and care to your team members and your restaurant
- Hospitality Excellence- Our priority is offering an exceptional experience to our guests every time
Essential Functions:
- Working knowledge of all food and beverages
- Answer and assist guests with any questions about menus
- Follows all PH processes for exceptional customer service
- Ensures orders are repeated and then entered correctly in POS
- Make sure to follow all side work procedures and set forth
- Ensure good table maintenance
- Follow all side work checklists as designated by company
- Process all payments promptly and accurately
- Adheres to all company safety and sanitation policies and procedures
Duties and Responsibilities:
- Accept direction and constructive criticism from management.
- Be able to work a variety of hours, days and shifts, including weekends and increased work schedules.
- Maintain a positive, pleasant attitude every shift.
- Must be able to stand or walk for the majority of a shift.
- Must be able to work at approximately 36 table/bar and reach 36.
- Must be able to lift and carry sacks, boxes, product up to 50 pounds from floor to waist level, approximately 20 feet.
- Must be able to reach (6 to overhead), bend, stoop, wipe.
- Must be willing to perform other duties assigned as needed.
Desired Qualifications:
- Must be at least 21 years of age.
- Must be able to communicate and understand the predominant language(s) of the restaurants trading area.
- High School Diploma or GED
- Previous server experience in a high volume location preferred
- Demonstrates an outgoing personality and ability to interact with coworkers in a friendly and respectful way.
General Rules:
- Get along with others and be a team player.
- Follow all uniform and appearance guidelines as befitting the image of the restaurant for the duration of the shift.
- Refrain from smoking for the duration of the shift.
- Arrive to work on time and in ready to work condition.
- Follow all rules, policies, procedures and conditions of employment outlined in the Employee Handbook.
- May not work under the influence of alcohol or any illegal drugs.
- May not resort to any type of violence, discriminatory or harassing behavior.
- Must successfully pass a drug and alcohol test within 90 days of hire date, where applicable.
