To ensure high quality service to the guests by leading and motivating the restaurant staff, in line with company standards and policies outlined in the operational manuals and human resources manual, including coaching and training the employees; planning, assigning and directing duties; preventing and handling guests issues; creating an overall pleasant dining experience.
Essential duties and responsibilities
Operational:
Create a positive and innovative atmosphere which encourages the restaurant staff to commit themselves to the task in hand and where necessary, go beyond the call of duty in order to reach company’s expectations.
Consistently exhibits and transmits the company's service culture, is polite, courteous, accommodating and displays a positive outlook and attitude at all times.
To be thoroughly aquatinted with the company’s operations policies as described in the Restaurant
Operations Manual.
To be knowledgeable of the Food and Beverage aspect of the operation, like menu knowledge and cooking methods applied menu cycles and presentation standards.
To be fully knowledgeable of the restaurant routes of service manual that outlines company’s standard in regard procedures and policies.
Supervisory duties in different outlets that he/she is assigned to.
Personal practice of professional and clear communication skills, maintaining supervisors image using the appropriate approach and ensuring fairness and respect to all.
Responsible in ensuring proper usage of the company’s equipment by controlling breakage and constantly maintaining the par level in place.
To keep the Restaurant Manager informed on all guest’s issues, special requests, suggestions and
complaints. When assigned to the Terrace Café / La Veranda, communicates all relevant information to the Maître d’ in charge.
When the Sr. Headwaiter is assigned to the GDR, he is responsible in overseeing all aspects of the Grand Dining Room service and supervision, which means he/she should be able to provide support to the team of middle managers by providing information on areas to monitor.
Conversant with the work schedules, and side duties of all service personnel and middle managers.
To assign service stations to the wait staff from the respective assigned restaurant based on their
performance, attitude and ability’s without preference or discrimination.
Be involved with inventories of the respective outlet, conduct regular spot checks.
Regularly approach guests during their meals surveying impressions and comments related to food and service; give special attention to VIP’s and demanding guests.
Ensure that all service personnel adhere to Company rules and Regulations regarding uniforms, personal appearance and hygiene through the individual check-in process.
Ensure that menu briefings are conducted before each meal according to the Restaurant Operation
Manual.
Ensure that all guest requests, inquiries and complaints are responded promptly.
Ensure that all special diets special request are fulfill as per guests requirements.
Train and supervise staff to minimize breakage, loss and damage of the equipment.
Conduct employee meetings and counseling sessions.
Maintain discipline and ensure that the staff is aware and understands ship’s rules and regulations.
Conduct regular inspections of restaurant areas to ensure proper organization, cleanliness and
maintenance.
Has full knowledge of current U.S.P.H rules and regulations and maintains U.S.P.H standards at all times
Ensure that the assigned location is up to U.S.P.H. standards.
Conduct U.S.P.H. training of the restaurant staff.
Maintain and encourage a positive relationship with other departments.
Work close and efficiently with the Head Sommelier/Cellar Master to anticipate and communicate any
guests remarks in regards the beverage service in the restaurant.
Attends and shares any service related issue on the restaurant management meeting to ensure prompt follow up on guests’ comments.
Must be knowledgeable with entire restaurant operation and daily events – scheduling, requisition,
inventory, breakage.
Familiar with the MLC regulations and ensure compliance of the procedures.
Training & Development
In conjunction with the Restaurant Manager, have an active participation on the development of the wait staff by physically showing them how to complete and achieve tasks in set time frames.
Continuously conducts training sessions with his/her staff covering all aspects of service outlined in the restaurant operation manual.
Set up and supervise a training program for the Restaurant Personnel covering all aspects of service,
menu education and etiquette.
Evaluate staff and discuss their strengths and weaknesses with the Restaurant Manager, giving special attention to the new employees.