General Duties
- Maintain complete knowledge of:
a) All liquor brands, beers and non-alcoholic selections available in restaurants.
b) The particular characteristics and description of every wine/champagne by the glass and major wines on the wine and beverage lists.
c) Designated glassware and garnishes for drinks.
d) All menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
e) Daily menu specials and items out of stock.
f) Dining room layout, table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range and dress code.
g) MICROS and manual system procedures.
h) Daily regular / V.I.P.’s reservations.
i) In-house event/group activities, locations and times.
j) Correct maintenance and use of equipment.
k) All department policies / service procedures.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Requisition linens for business and assign colleagues to transport such to the restaurant.
- Check stock of wines / champagnes and inform the Restaurant Manager so he can prepare order to avoid shortages. Ensure wines are received, properly stored, and kept secured.
- Review sales of previous day; resolve discrepancies with Finance. Track revenue against budget and forecast.
- Meet with the Chef to review daily specials and out of stock items; update board throughout shift. Ensure that Colleagues are aware of such.
- Periodically check with the Restaurant hostesses to review updates on reservation levels and arrivals.
- Prepare weekly short schedules in accordance with staffing guidelines. Adjust schedules throughout the week to meet the business demands.
- Ensure that Colleagues report to work as scheduled. Document any late or absent Colleagues.
- Coordinate breaks for colleagues.
- Assign work and side duties to colleagues in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department’s standards and delegate these tasks.
- Monitor the preparation of station assignments, ensuring compliance to departmental standards.
- Conduct line-ups with colleagues and review all information pertinent to the day’s business.
- Inspect, plan and ensure that all materials, equipment and service carts are in complete readiness for service; rectify deficiencies with respective personnel.
- Constantly monitor colleagues’ performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
- Inspect table set-ups; check for cleanliness, neatness and agreement to departmental standards; rectify deficiencies with respective personnel.
- Inspect all aspects of the restaurant environment ensuring compliance with standards of cleanliness and order. Direct respective personnel to rectify deficiencies.
- Ensure that the Host (ess) stand is clean, organized and stocked with designated supplies.
- Review the reservation book, pre-assign designated tables and follow up on all special requests.
- Ensure that specified amount of menus and wine and beverage lists are available and in good condition for each meal period. Ensure that daily specials are inserted into each menu.
- Check the pick-up station and side stations, ensuring agreement to standards of cleanliness, supply of stock and organization.
- Monitor and assist Host (ess) in greeting and escorting guests to their tables according to departmental procedures. Ensure that tables are set to best service the customers.
- Anticipate heavy business times and organize procedures to handle extended service hours.
- Anticipate guest’s needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Promote positive guest relations at all times.
- Be familiar with all departments’ product/services/features and local attractions/activities to respond accurately to any customer inquiry.
- Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction. Ability to solve guests dissatisfaction and answer all guests correspondence by mail, email and telephone or facsimile to ensure guests satisfaction.(within 24 hours at the latest for written document)
- Monitor guest reactions and confer frequently with service colleagues to ensure guest satisfaction.
- Check the status of all orders and ensure that they are delivered within designated timelines.
- Monitor and ensure that all tables are cleared and reset according to department procedures.
- Monitor and maintain cleanliness and working conditions of departmental equipment, supplies, and work areas.
- Assist restaurant colleagues with their job functions to ensure optimum service to guest
- Answer outlet telephone within 3 rings, using correct salutations and telephone etiquette.
- Take record and confirm restaurant reservations/cancellations in accordance with departmental standards.
- Access all functions of the MICROS system in accordance to specifications. Restock journal tape and change ribbons as needed.
- Handle void checks in accordance with Finance Department procedures.
- Assist colleagues with expediting problem payments. Ensure all cashiering procedures are processed in compliance with Finance Department standards.
- Issue manual checks when the system is down and ensure accountability of such.
- Ensure all closing duties for staff re completed before staff sign out.　
- Conduct a weekly formal training program on the required job functions with criteria expected and department orientation with new hires. Conduct ongoing training with existing colleagues.
- Provide feedback to colleagues on their performance.
- Foster and promote a cooperative working climate, maximizing productivity and employee morale.
- Respond to all pages by beeper/ phone calls promptly.
- Complete work orders for maintenance repairs.
- Document pertinent information in department log book.
- Complete all paperwork and closing duties in accordance with departmental standards.
- Review status of assignments and any follow-up actions with on-coming supervisor.
- Successful completion of the training/certification process.
- Report all food intoxication cases to the Executive Chef and Assist F&B Manager as stated in the related S.O.P.
- Analyze guest type and market share
- Conduct by yearly competitor pricing surveys.
