Job Description

Head Waitress Shipboard Role

Leading Cruise Line with 28 ships is actively hiring for the Head Waitress shipboard role. This role does NOT require previous shipboard experience which is typically not the case.

The Head Waitress will assist the Restaurant Manager and Assistant Maitre'd team in the supervision of the restaurant personnel ensuring total guest satisfaction regarding food quality and service in accordance with company policies.

Responsibilities include:

• Utilizes appropriate food and wine terminology and pronunciation. Maintains complete knowledge of menu descriptions and wine lists in order to discuss items appropriately to enhance the guests dining experience. Responsible for the successful execution of the training for Restaurant employees in this function.
• Trains, monitors and evaluates Restaurant employees for service according to ROAD. Provides on-the-job training to all Restaurant employees to strengthen their current performance and in preparation for possible advancement.
• Following all Restaurant Operations guidelines (i.e. SOPs, Traffic Flow, Over Time) creates and notifies Maitre d' regarding work schedules and station assignments. Ensures fair distribution of duties including side jobs, following Restaurant Operation guidelines, to employees engaged.
• Records production and operational data on specified forms. Analyzes operational problems such as theft and wastage, and establishes controls. Ensures that employee timecards are in compliance with the Time and Attendance policy.
• Supervises staff to ensure tables are set according to standards with appropriate linen, silverware, glassware and china. Under time constraints or staff shortages, assists employees in setting tables.
• Greets and escorts guests to their assigned seats.
• Presents both food and beverage menus to guests; suggests dinner courses, Makes recommendations to entice guests with thoughtful suggestions.
• Supervises staff to ensure galley and beverage orders are properly recorded and retrieved from various locations and served appropriately to guests. Ensures dishes are garnished and decorated according to the standards. Ensures staff enters food and beverage orders in the point-of-sale system. Records meal counts according to established processes. Under time constraints or staff shortages, assists employees in the food service function.
• Supervises assigned stations or sections, including all employees and the equipment used within them. Responsible to ensure all cleanliness and maintenance is in accordance with relevant standards (i.e. ROAD, USPH, Workplace Safety and Clean Ship Matrix) in assigned areas. Ensures sections are ready prior to seating.
• Observes guests to anticipate their needs, responds to any additional requests and determines when the food and beverage service has been completed.
• Works to achieve the guest's satisfaction with both the quality of the food served and service execution. Listens emphatically to any opportunity for improvement. Exercises authority and discretion to satisfy guests in a manner consistent with Company Standards. Immediately works to resolve difficulties and follows-up with all employees and guests involved in a positive and productive manner to correct the situation.
• Supervises and participates in dining room entertainment as directed by established activities and specific itinerary adaptations such as theme night parades.
• Participates in rotational schedule, supervising assigned areas in Room Service, Buffet, Specialty Dining, and other venues.
• Attends meetings, training activities, courses and all other work-related activities as required.
• Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
• Actively follows ServSafe responsible service of alcoholic beverages.
• Cultivates Customer First
• Demonstrates a passion for customer service excellence and understands the implications of cultural differences for service requirements
• Follows all Royal Way Standards with regards to service including greeting and escorting guests, using guests' names and observing guests to anticipate needs. Ensures complete guest satisfaction.
• Takes ownership for guest issues/concerns and follows up to ensure resolution
• Always provides guests with alternatives and avoids using the word "No"

Hiring Requirements :

• Must have minimum 2-3 years' experience in restaurant management positions (Restaurant Manager, Assistant Restaurant Manager, Restaurant Supervisor)
• Must have restaurant management or supervisory experience in fine dining restaurant or 5 star hotel
• High school diploma or equivalent
• Hospitality diploma or degree an advantage
• Strong leadership skills
• Must have managed a team of at least 20 service staff
• Valid passport

Language Requirements:

• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.

Salary and Benefits :

• Work cycles: 26 weeks on followed by vacation (6 months onboard with 2 months vacation) Vacation not paid, paid while onboard only
• Basic salary per month plus substantial monthly commissions which increases earnings (Will discuss total earnings at the interview stage) The commissions are based on their individual performance, guest satisfaction rate, restaurant revenue and number of guests on board.
• All Meals
• Accommodation
• Uniform
• Medical on board
• Return flights

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