Restaurant Captain

• Key Responsibilities1. Shift & Service OperationsEnsure the restaurant service area is ready before the start of the shift.
• Conduct pre-shift briefing with service staff.
• Allocate tables, sections and responsibilities to team members.
• Monitor service throughout the shift.
• Coordinate between the service and kitchen teams.
• Ensure orders are served within the required service time.
• Monitor table turnover and seating arrangements.
• Ensure opening and closing service checklists are completed.
• 2. Team SupervisionSupervise waiters, stewards and other service staff during the shift.
• Ensure proper grooming, uniform and personal hygiene.
• Monitor staff punctuality, discipline and performance.
• Guide junior team members on service procedures.
• Train team members on menu knowledge and service standards.
• Assist the Restaurant Manager in identifying training requirements.
• Maintain discipline and teamwork within the service team.
• 3. Guest ServiceWelcome and assist guests professionally.
• Ensure guests are seated comfortably and attended to promptly.
• Explain menu items, specials and promotions when required.
• Take or supervise accurate order taking.
• Recommend suitable dishes, beverages and add-ons.
• Monitor guest satisfaction throughout the dining experience.
• Personally attend to special requests, VIP guests and customer concerns.
• Resolve minor complaints immediately and escalate serious complaints to management.
• 4. Order ManagementEnsure all orders are entered correctly into the POS/KOT system.
• Verify table numbers, quantities, modifiers and special instructions.
• Coordinate with the kitchen for special requests and modifications.
• Monitor pending, delayed or incorrect orders.
• Follow up with the kitchen on delayed orders.
• Ensure the correct food is delivered to the correct table.
• Verify that all items ordered have been served before closing the table.
• 5. Food & Beverage ServiceEnsure food and beverages are served according to restaurant standards.
• Check presentation before serving wherever applicable.
• Ensure correct portion, accompaniments and condiments are provided.
• Maintain proper sequence of service.
• Ensure tables are cleared and reset promptly.
• Monitor beverage and dessert service.
• Ensure service equipment such as cutlery, crockery and glassware is available and clean.
• 6. Menu Knowledge & UpsellingMaintain complete knowledge of the restaurant's menu.
• Understand ingredients, preparation methods and common allergens.
• Be aware of unavailable/out-of-stock items.
• Actively promote recommended and high-margin products.
• Encourage responsible upselling and cross-selling.
• Inform guests about ongoing offers and promotions.
• Help improve average order value through effective recommendations.
• 7. Hygiene & CleanlinessEnsure dining tables and service areas remain clean throughout the shift.
• Monitor cleanliness of cutlery, crockery and glassware.
• Ensure proper personal hygiene among service staff.
• Conduct regular checks of guest areas, washrooms and service stations.
• Ensure cleaning schedules and checklists are followed.
• Immediately report hygiene or pest-control concerns to management.
• 8. Billing & POSEnsure all orders are correctly entered into the POS.
• Verify bills before presenting them to guests.
• Check table numbers and order details for billing accuracy.
• Assist guests with payment-related queries.
• Ensure discounts and complimentary items are authorised.
• Report billing discrepancies to the Restaurant Manager.
• Assist with shift-end reconciliation where required.
• 9. Kitchen CoordinationMaintain clear communication between kitchen and service teams.
• Inform the kitchen about special guest requirements.
• Follow up on delayed or pending orders.
• Communicate item shortages or 86'd items to the service team.
• Ensure proper coordination during peak hours.
• Escalate repeated kitchen/service coordination issues to management.
• 10. Inventory & Service EquipmentMonitor availability of service equipment during the shift.
• Ensure adequate stock of cutlery, crockery, glassware, napkins and service supplies.
• Report breakage, shortage or damage.
• Help maintain proper storage of service equipment.
• Monitor wastage and unnecessary consumption of service supplies.
• 11. Shift Handover & ReportingComplete shift handover to the next Captain/Manager.
• Report customer complaints and unresolved issues.
• Report delayed orders, operational problems and equipment issues.
• Report breakage, wastage or service-related discrepancies.
• Maintain service checklists and required records.
• Provide feedback on staff performance to the Restaurant Manager.

Shift ResponsibilitiesThe Restaurant Captain should be capable of independently supervising the service floor during an assigned shift in the absence of the Assistant Manager, while escalating major operational or customer issues to management.

During the shift, the Captain must ensure:

People → Guest → Order → Food → Service → Hygiene → Billing

Key Performance Indicators (KPIs)Performance may be evaluated on:

• Customer satisfaction
• Service speed
• Order accuracy
• Table service standards
• Customer complaints and resolution
• Upselling and average order value
• Staff discipline and productivity
• Menu knowledge
• Hygiene and cleanliness
• POS/order accuracy
• Food wastage and service-related wastage
• Compliance with restaurant SOPs
• Overall shift service performance