Restaurant Captain

​1. Role Overview

​Primary Objective: Ensure exceptional guest satisfaction, smooth floor operations, and seamless coordination between servers, hosts, and the kitchen.

​Reports To: Restaurant Manager / Floor Manager

​Direct Reports: Waitstaff, Bussers, Runners

​2. Key Responsibilities & Step-by-Step Duties

​A. Pre-Service Preparation

​Attend Briefings: Participate in pre-shift meetings with management and kitchen staff to review daily specials, 86'd items, VIP reservations, and sales targets.

​Inspect the Floor: Walk through the assigned section to ensure tables, chairs, and floor areas are immaculately clean and properly set.

​Brief the Team: Conduct a quick huddle with servers and bussers to assign stations, check uniforms, and review service standards for the shift.

​B. During Service Execution

​Welcome and Seating Support: Assist the host/hostess in greeting guests warmly, especially VIPs or large parties, and guide them to their tables.

​Order Oversight: Ensure servers take orders accurately, use the POS system correctly, and communicate any special dietary requirements or modifications clearly to the kitchen.

​Floor Supervision: Continuously monitor table pacing, course timing, and water/beverage refills to ensure efficient service flow without rushing guests.

​Guest Engagement: Circulate through the dining room proactively, check in with tables to gauge satisfaction, and build rapport with regular patrons.

​C. Problem Resolution & Guest Recovery

​Handle Complaints: Address and resolve guest complaints or service delays immediately and professionally with a hospitality-first mindset.

​Empowerment Decisions: Make on-the-spot decisions for service recovery (e.g., offering a complimentary dessert or beverage) within authorized company limits.

​D. Post-Service & Closing

​Closing Duties: Oversee side-work completion, ensuring stations are restocked, menus are sanitized, and the dining area is reset for the next shift.

​Billing & Reconciliation: Verify end-of-shift billing, cash drawer balancing, and credit card settlements with servers before submission to the accounts team.

​Shift Handover: Prepare a detailed shift log noting guest feedback, maintenance issues, staff performance, and sales highlights for the incoming captain or management.

​3. Required Qualifications & Skills

​Experience: Minimum 2 to 4 years of hands-on experience as a Senior Waiter or Captain in a busy, high-volume dining environment.

​Education: Diploma or Degree in Hotel Management / Hospitality Operations (preferred).

​Technical Skills:

​Proficiency in restaurant POS software (e.g., Petpooja, TouchBistro, Toast).

​Sound knowledge of food and beverage pairing, service etiquette, and culinary terminology.