The Service Captain is responsible for leading floor operations during service, ensuring an exceptional fine-dining guest experience at all times. This role oversees service execution, maintains the highest hospitality standards, and ensures seamless coordination between the service team, bar, and kitchen. It is a hands-on leadership position requiring strong supervision, attention to detail, and real-time problem-solving.
Key Responsibilities
Service Leadership
- Lead and manage the restaurant floor during service, ensuring flawless execution of the sequence of service
- Assign stations, sections, and duties to service staff before each shift
- Act as the primary communication link between the kitchen, bar, and service teams
- Anticipate service challenges and resolve issues proactively to ensure smooth operations
Guest Experience
- Welcome and engage guests professionally, with special attention to VIPs and repeat customers
- Ensure accurate and confident menu knowledge is consistently delivered by the service team
- Handle guest feedback and complaints discreetly, promptly, and professionally
- Monitor table pacing, guest satisfaction, and overall dining flow
Standards & Presentation
- Enforce grooming, uniform, and presentation standards consistently
- Conduct pre-service briefings covering menu details, specials, allergens, and service priorities
- Ensure opening and closing procedures are completed accurately and approved
Training & Team Development
- Train service staff on fine-dining etiquette, service standards, wine service, and upselling techniques
- Mentor junior team members and new hires to uphold service excellence
- Provide continuous feedback and on-the-job coaching to support performance improvement
Operational Control
- Ensure accurate order taking, POS entries, and billing processes
- Monitor voids, discounts, and complimentary items in line with internal policies
- Maintain oversight of service stock, including glassware, linen, crockery, and cutlery
- Support management with service reports and operational insights
Required Skills & Experience
- 3–5 years’ experience in a fine-dining or high-end restaurant environment
- Proven ability to lead service teams during high-pressure service periods
- Strong knowledge of fine-dining standards and service sequences
- Excellent verbal and written communication skills in English
- High levels of professionalism, composure, and attention to detail
- Competence in using POS systems
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