Position Summary:
Head Waiter will supervise and coordinate the functions of the restaurant sequence of
service and all essential duties and responsibilities outlined below. These locations
include but are not limited to Main Dining Room, Windjammer, and Specialty
Restaurants.
While performing their role in the restaurant venues, He/She will be engaged in
providing courteous and professional service to guests. The duties described below are
performed either personally or through subordinates.
Job skills/results:
1. Utilizes appropriate food and wine terminology and pronunciation. Maintains
complete knowledge of menu descriptions and wine lists in order to discuss items
appropriately to enhance the guests dining experience. Responsible for the successful
execution of the training for Restaurant employees in this function.
2. Trains, monitors and evaluates Restaurant employees for service according to ROAD.
Provides on-the-job training to all Restaurant employees to strengthen their current
performance and in preparation for possible advancement.
3. Following all Restaurant Operations guidelines (i.e. SOPs, Traffic Flow, Over Time)
creates and notifies Maitre d' regarding work schedules and station assignments.
Ensures fair distribution of duties including side jobs, following Restaurant Operation
guidelines, to employees engaged.
4. Records production and operational data on specified forms. Analyzes operational
problems such as theft and wastage and establishes controls. Ensures that employee
timecards are in compliance with the Time and Attendance policy.
5. Supervises staff to ensure tables are set according to standards with appropriate linen,
silverware, glassware and china. Under time constraints or staff shortages, assists
employees in setting tables.
6. Greets and escorts guests to their assigned seats.
7. Presents both food and beverage menus to guests; suggests dinner courses,
appropriate wines, and answers questions regarding menu and wine selections. Makes
recommendations to entice guests with thoughtful suggestions.
8. Supervises staff to ensure galley and beverage orders are properly recorded and
retrieved from various locations and served appropriately to guests. Ensures dishes are
garnished and decorated according to the standards. Ensures staff enters food and
beverage orders in the point-of-sale system. Records meal counts according to
established processes. Under time constraints or staff shortages, assists employees in the
food service function.
9. Supervises assigned stations or sections, including all employees and the equipment
used within them. Responsible to ensure all cleanliness and maintenance is in
accordance with relevant standards (i.e. ROAD, USPH, Workplace Safety and Clean
Ship Matrix) in assigned areas. Ensures sections are ready prior to seating.
10. Observes guests to anticipate their needs, responds to any additional requests and
determines when the food and beverage service has been completed.
11. Works to achieve the guest’s satisfaction with both the quality of the food served
and service execution. Listens emphatically to any opportunity for improvement.
Exercises authority and discretion to satisfy guests in a manner consistent with Royal
Way Standards. Immediately works to resolve difficulties and follows-up with all
employees and guests involved in a positive and productive manner to correct the
situation.
12. Supervises and participates in dining room entertainment as directed by established
activities and specific itinerary adaptations such as theme night parades.
13. Participates in rotational schedule, supervising assigned areas in Room Service,
Windjammer, Specialty Dining, and other venues.
14. Attends meetings, training activities, courses and all other work-related activities as
required.
15. Performs related duties as required. This position description in no way states or
implies that these are the only duties to be performed by the shipboard employee
occupying this position. Shipboard employees will be required to perform any other job-related
duties assigned by their supervisor or management.
16. Actively follows ServSafe responsible service of alcoholic beverages.
Cultivates Customer First
· Demonstrates a passion for customer service excellence and understands the
implications of cultural differences for service requirements
· Follows all Royal Way Standards with regards to service including greeting
and escorting guests, using guests’ names and observing guests to anticipate
needs. Ensures complete guest satisfaction.
· Takes ownership for guest issues/concerns and follows up to ensure resolution
· Always provides guests with alternatives and avoids using the word “No”
People skills
Demonstrates Passion, Drive and Energy
· Demonstrates pride, passion and commitment to our Royal Way hospitality
philosophy
· Smiles when on duty; is always pleasant and upbeat
Acts with Integrity
· Achieves business results through the delivery of an exceptional customer
service experience, never via the solicitation of ratings
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