What are the responsibilities and job description for the Lead Server position at Ocean House Collection?
Ocean House Management
Restaurant Lead Server – Ocean House
A Collection Unlike Any Other
The Ocean House Collections includes 3 luxury properties. The Ocean House features 49 luxury guest rooms, 18 Signature Suites. The Cottage Collection includes 10 privately owned vacation homes. The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.
The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedrooms signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences. The Inn holds the distinction of both a 5 Star rating from Forbes Travel Guide and is a proud member of Relais & Chateaux.
The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities and resort activities at both Ocean House and Weekapaug Inn.
Scope of Position
The scope of a Restaurant Server position is to provide the dining guest with a memorable experience. They play a critical role in establishing a personal connection with the dining guest and the restaurant. They are responsible for properly greeting their guest, and accurately preparing their meal order, submitting the order accurately to the kitchen, flawlessly delivering all stages of the meal, following-up on the guest’s comfort level with the preparation of the meal and seeking ways to anticipate and elevate their dining experience. They are the primary contact with the guest during their visit and ultimately close the experience by accurately preparing the final invoice and processing the payment by following the established procedures.
In addition, the lead server assists the team in setting up floor sections and the assignments of those sections, organizing and supporting the activities of the dining room to maintain high standards of food and beverage quality, service to maximize profits.
Hourly Staff Schedule Requirements
All staff are kindly asked to understand that the property operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all hourly paid team members may be asked to work extended shifts and additional days based on business demands. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.
Reporting Relationship
Internal: The lead server reports to the Food & Beverage management team.
Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Constantly and consistently demonstrate the standards of behavior including adherence to the Forbes 5-Star standards.
- Pro-actively greet guests warmly and provide pleasant and comfortable dining experience at the pace dictated by the guests.
- Maintain a current knowledge of menu items, basic ingredients, and preparation methods in order to be able to pro-actively describe selection options as well as answer guest questions.
- Be prepared to offer recommendations
- Familiarity and basic knowledge of wine, beer, spirits and wine pairings
- Communicate effectively with all levels within the food and beverage staff including the culinary team to ensure guest experience is as enjoyable and effortless as possible
- Lead the team in pre-shifts along with the management team
- Assist staff to ensure the timely completion of certain preparational duties to open and close the dining room.
- As the lead server and where appropriate they are expected to interact with VIPs, Ownership and Guests on behalf of the resort and assists the staff with the proper handling of special requests
- The lead server should respond to any needs of the staff from seating guests, running food, expediting orders, taking orders and making drinks
- The lead server assists in the proper training of staff including motivating the staff to perform within the established procedures and practices of service
- Engage guests with a pleasant greeting, explain specials offerings and accurately prepare food and drink orders in accordance with dining service standards
- Timely and accurately input guest order into system to ensure kitchen is able to prepare orders in a manner that ensures proper pace of service is maintained.
- Deliver meal items to the table in a professional, comfortable, and pleasant manner
- Evaluate the dining experience of guests in order to ensure the proper timing of clearing (china, glass and silver) and the appropriate servicing of the following course.
- Assist staff in clearing used items as necessary to ensure proper pace of service is maintained
- Present final invoice in a pleasant and friendly manner with instructions about how the check will be handled
- Provide a warm farewell and invite guests to return again soon.
- Responsible for practicing, managing and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
- Represent the Company with a positive attitude and professional presentation.
- Follow sustainability guidelines and practices related to the Company’s sustainability programs.
- Carry out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate with the role.
Required Job Knowledge, Skills, Qualifications, and Experience
- Fluency in English both verbally and in writing
- Ability to perform job functions with attention to detail, speed and accuracy under pressure of tense/confrontational situations
- Uphold the Company standards, policies and procedures
- Prioritize and organize tasks and work area
- Ability to remain calm and resolve problems using good judgement as interpreted by the management
- At least 2 years of work experience that can be demonstrated to be applicable to the duties listed in this job description.
- Experience in the luxury hospitality industry is preferred
- Follow directions
- Work cohesively with co-workers as part of a team
- Maintain confidentiality of guest/employee information and pertinent company data
Physical Requirements:
See below Physical conditions description
Education:
- Completion of high school or equivalent work experience
