Head Waiter

OBJECTIVE

This role is contributing to the service team's efforts by presenting a positive first impression of the establishment's friendliness, excellent service and high standards. The incumbent ensures that guests are provided with an outstanding customer service and actively helps to improve their overall dining experience, by training junior FOH staff, promoting special menu items, monitoring waiters, assigning tasks and resolving customer complaints.

KEY RESPONSIBILITIES

• Greets and serves each guest with a friendly and courteous attitude
• Ensures understanding of daily specials, internal promotions or menu changes
• Ensure efficient, smooth communication between BOH and FOH
• Delivers food/ beverages in a timely manner without any delay to enhance table turnaround times
• Seeks to minimize food wastage, spillage and breakage at all times
• Clears table, cutlery, plates as per service sequence supported by the runner
• Assists in keeping the restaurant clean and safe
• Follows all cash handling procedures and policies
• Reports on duty on time in correct uniform/ grooming standards
• Adheres to set HACCP, ISO guidelines and food safety standards at all times
• Responds and resolves customer complaints within a timely manner to uphold referral business in alignment with Company policies only escalates serious customer complaints/ issues immediately to Senior Management or direct line management for further investigation
• Assists Restaurant Management team with mise en place through distribution of tasks to ensure timely completion of tasks
• Undertakes cashiering activities, preparation of bills to ensure swift table turnover time
• Trains waiters on correct service standards, hygiene guidelines, service sequence, etc.
• Knows and memorizes the seating chart/ outline
• Understands key functionalities of MICROS system
• Participates in functions and activities with other outlets when required
• Knows and recalls provenance, ingredients per menu items
• Advises BOH on customer's food intolerance or allergies