Restaurant Captain

Job Overview:

The Floor Leader / Captain is responsible for overseeing the smooth operation of the dining room or service floor in a restaurant or hospitality venue. This position involves leading and managing the front-of-house team, ensuring excellent customer service, coordinating between servers and kitchen staff, and maintaining a welcoming atmosphere for guests. The Floor Leader / Captain ensures that service standards are consistently met, handles guest inquiries and complaints, and supports staff in achieving operational goals.

Key Responsibilities:

1. Team Leadership & Coordination:

• Lead and motivate front-of-house staff, including servers, hosts, and bussers, to ensure smooth service delivery.

• Assign stations to servers, monitor their performance, and provide guidance to ensure excellent customer service.

• Foster a positive and efficient work environment by maintaining clear communication with the team.

• Ensure staff are adhering to company policies and service standards.

2. Customer Service Excellence:

• Provide outstanding service to guests by addressing their needs promptly and courteously.

• Ensure that guests are seated in a timely manner and that service runs smoothly throughout the dining experience.

• Handle guest complaints and concerns with professionalism, offering resolutions when necessary.

• Monitor guest satisfaction, and take proactive steps to enhance their dining experience.

3. Training & Development:

• Assist in training new staff members, ensuring they understand service expectations and operational procedures.

• Provide ongoing coaching and feedback to team members to ensure they are performing at their best.

• Help with regular staff evaluations and suggest areas for improvement.

4. Operations Support:

• Oversee the flow of service from the front-of-house to the kitchen, ensuring orders are processed efficiently and that all guest requests are handled.

• Assist in coordinating special events or large reservations, ensuring all details are addressed.

• Ensure all service areas are well-maintained, including cleanliness of tables, floors, and restrooms.

• Ensure that all equipment (e.g., POS systems, drink stations) are functioning properly.

5. Quality Control:

• Monitor the quality of food and beverages being served, ensuring consistency in presentation and taste.

• Verify that food orders are correctly prepared and served to guests in a timely manner.

• Conduct regular checks to ensure that all service areas are stocked with necessary supplies and that cleanliness standards are maintained.

6. Health & Safety Compliance:

• Ensure that all food safety and sanitation protocols are adhered to by the team, including proper handling of food and beverages.

• Maintain a safe working environment for all staff, adhering to health and safety regulations.

• Ensure that staff are aware of emergency procedures and are trained in the handling of any accidents or incidents.

7. Shift Management & Reporting:

• Supervise staff during the shift, ensuring that all duties are completed in a timely manner.

• Handle shift changes, monitor staff attendance, and report any issues to the manager.

• Assist with cash handling and closing duties, ensuring proper reconciliation of cash, credit card transactions, and tips at the end of the shift.

8. Collaboration with Management:

• Work closely with the Restaurant Manager or Supervisor to meet service goals and improve operational efficiency.

• Communicate guest feedback, service issues, and team concerns to management.

• Assist in implementing new policies, procedures, and strategies to enhance service quality.

9. Sales & Upselling:

• Encourage staff to upsell menu items, beverages, or special promotions to increase sales and enhance the guest experience.

• Monitor overall sales performance and work with the team to meet or exceed sales targets.

Skills & Qualifications:

• Previous experience in a front-of-house role, such as a server, host, or bartender, with at least one year in a supervisory position.

• Excellent customer service skills and a friendly, approachable demeanor.

• Strong leadership abilities and the ability to motivate and inspire a team.

• Ability to manage multiple tasks and prioritize in a fast-paced environment.

• Knowledge of restaurant operations, including POS systems and cash handling.

• Strong communication skills, both verbal and written.

• Ability to handle guest complaints and resolve issues professionally.

• Flexibility to work evenings, weekends, and holidays.

• Strong problem-solving skills and attention to detail.

• Knowledge of food safety and health regulations. 

• It is a Full Time Waiter / Steward job for candidates with 1 - 6+ years Experience.