Profession head waiter / head waitress

Head waiters/waitresses manage the food and beverage service in a hospitality outlet or unit. They are responsible for the customer's experience. Head waiters/waitresses coordinate all actions involving customers such as welcoming guests, ordering, delivering the food & beverages and supervise financial transactions.

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Personality Type

• Social / Enterprising
• Social / Realistic

Knowledge

• Quality assurance methodologies

  Quality assurance principles, standard requirements, and the set of processes and activities used for measuring, controlling and ensuring the quality of products and processes.

Skills

• Assist VIP guests

  Help VIP-guests with their personal orders and requests.

• Advise guests on menus for special events

  Offer recommendations to guests on meal and drink items available for special events or parties in a professional and friendly manner.

• Ensure tableware is ready for use

  Guarantee that plates, cutlery and glassware are clean, polished and in good condition.

• Check dining room cleanliness

  Control dining areas including their floor and wall surfaces, tables and serving stations and ensure appropriate cleanliness.

• Apply foreign languages in hospitality

  Use the mastery of foreign languages orally or written in the hospitality sector in order to communicate with colleagues, customers or guests.

• Assist clients with special needs

  Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.

• Greet guests

  Welcome guests in a friendly manner in a certain place.

• Plan menus

  Organise menus taking into account the nature and style of the establishment, client feedback, cost and the seasonality of ingredients.

• Monitor customer service

  Ensure all employees are providing excellent customer service in accordance to company policy.

• Process payments

  Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.

• Check prices on the menu

  Control the menu in order to ensure that prices are correct and up-to-date.

• Monitor billing procedures

  Oversee that the billing procedure after a service is handled correctly.

• Recruit employees

  Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.

• Store kitchen supplies

  Keep delivered kitchen supplies for future use safely and hygienically according to guidelines.

• Manage restaurant service

  Oversee the entire process of running the restaurant establishment such as managing employees and the mise-en-place.

• Inspect table settings

  Control table settings in order to ensure a correct table setup, including cutlery and glassware.

• Maintain relationship with customers

  Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.

• Measure customer feedback

  Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

• Identify customer's needs

  Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

• Maximise sales revenues

  Increase possible sales volumes and avoid losses through cross-selling, upselling or promotion of additional services.

• Attend to detail regarding food and beverages

  Perform great attention to all steps in the creation and the presentation of a qualitative product.

• Coach employees

  Maintain and improve employees' performance by coaching individuals or groups how to optimise specific methods, skills or abilities, using adapted coaching styles and methods. Tutor newly recruited employees and assist them in the learning of new business systems.

• Monitor work for special events

  Oversee activities during special events taking into account specific objectives, schedule, timetable, agenda, cultural limitations, account rules and legislation.

• Manage stock rotation

  Oversee stock levels, paying attention to expiry dates to diminish stock loss.

• Handle customer complaints

  Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

• Brief staff on daily menu

  Inform staff on changes to the menus to ensure they have a good understanding of the dishes, their ingredients and possible allergens.

• Supervise food quality

  Oversee the quality and safety of food served to visitors and customers according to food standards.

• Maintain customer service

  Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.

• Manage health and safety standards

  Oversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company's health and safety programmes.

• Schedule shifts

  Plan staff time and shifts to reflect the demands of the business.

• Execute opening and closing procedures

  Apply standard opening and closing procedures for a bar, a store, a restaurant or a marketplace.

• Control of expenses

  Monitoring and maintaining effective cost controls, in regards to efficiencies, waste, overtime and staffing. Assessing excesses and strives for efficiency and productivity.

• Supervise the work of staff on different shifts

  Oversee the activities of the employees working in shifts in order to ensure continuous operations.

• Train employees

  Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.

Optional knowledge and skills

Source: Sisyphus ODB