The Captain is responsible for coordinating the service workflow of the assigned station and ensures stellar delivery of dining experience for all guests. The individual anticipate and service guests needs and is knowledgeable about all available menu options, beverage lists and daily specials.
THE ROLE
- Provides inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.
- Communicates expectations, recognizes performance, and produces consistent desired business results.
- Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.
- Supervises effectiveness and service workflow of the designated station and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
- Perform order-taking for guests seated at designated station.
- Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
- Be the Champion in menu knowledge of the restaurant and delivers stellar recommendations and food-beverage pairings to enhance guests dining experience.
- Coordinate with Runners and Chefs on the length of wait, re-cook or special requests, as well as product availability.
- Supervises and ensures that designated work station are well equipped with working operating equipment, supplies and that mis-en-place are ready in place prior start of service shift.
- Conducts the pre-service shift briefing in the absence of the Assistant Restaurant Manager/Restaurant Manager.
- Ensures opening and closing checklist are completed on a daily basis.
- Supervises and monitor the completion of weekly cleaning schedules, breakage reports and operating supplies and equipment inventory maintenance and management checks.
- Assists Assistant Restaurant Manager/Restaurant Manager to develop and update F&B knowledge of all colleagues on a regular basis.
- Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
- Handling complaints and resolving service Glitches, keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests satisfaction.
- Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
- Analyze guest feedback from direct feedback, comment card or any online reviews and providing strategic direction to continuously improve overall rating.
- Assists the higher management in updating the Standard Operating Procedures in accordance to the hotel standards and business level by suggesting improvements to improve efficiency of work and performance.
- Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support
- Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
- Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due.
- Mentor and guide individual team members growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
- To maintain a working knowledge of relevant sections within the Food Hygiene SOP and assist the Assistant Restaurant Manager/Restaurant Manager ensure the outlet meets these standards at all times.
- To supervise closely and monitors the cashiering function of the outlet to ensure compliance with Cashiering Procedures.
- To utilize up-selling and suggestive selling techniques to enhance the outlet's financial performance.
- Supervises and monitors breakage of chinaware and glassware and the implementation of strategies to reduce where possible
TALENT PROFILE
Qualification
- General Education Certificate / Diploma in Hospitality Management with Restaurant specialization is preferred.
Work Experience
- Experiences in similar role at luxury hotels/resort
Technical Skills
- Working knowledge of restaurant management system (e.g. MICROS POS)
- Competent computing skills
- Excellent communicator with personable character and a passion in guest relations management
