Senior Captain

Roles and responsibilities

• Coordinate and supervise all duties for the opening and closing brigade.
• Assist the assistant manager in making arrangements according to reservations and special orders.
• To assist the assistant manager in checking the condition, cleanliness, and proper functioning of all operating equipment and furniture.
• To assist in the training of waiters/waitresses and junior waiters.
• To ensure the correct and complete set-up of the restaurant section assigned to him/her.
• Assist the assistant manager in following up on all supplies from the store and linen room.
• To welcome guests to his/her station and to assist in seating.
• To present menus to the guests with recommendations designed to increase average cheque.
• To take food and beverage orders and ensure speedy service of all food and beverage items.
• Ensure that all sets up are correctly completed as per food and beverage order requirements.
• To participate in the service of food and beverage items, especially during rush hours.
• To check and follow up on billing and checking procedures as per policies set by Emirates Palace Mandarin Oriental.
• To ensure proper cash handling procedures are followed as per policies set by Emirates Palace Mandarin Oriental
• To be present in the Mandarin Cake Shop during service hours.
• To develop and maintain good relations with guests and to handle guest complaints as required by the assistant manager.
• Ensure that the supervisors are kept informed of all guest comments and complaints.
• Attend communication meetings, briefings, and training sessions as required by the restaurant manager, training manager, and food and beverage manager.
• To keep uniform neat and clean and ensure good personal grooming and hygiene in accordance with the standards of Emirates Palace Mandarin Oriental.
• Any other duties, which may be assigned to you from time to time as directed by your supervisor or manager.
  

Skills & Qualifications

• Senior School qualification or equivalent will be an advantage.
• Previous luxury hospitality experience is required.
• Team player, with good communication skills.

Desired candidate profile

1. Exceptional Communication Skills

• Verbal & Written Communication: Excellent communication skills are critical for interacting with guests, managing staff, and addressing complaints. The ability to communicate clearly and concisely with both guests and colleagues is essential.
• Active Listening: Listening carefully to guest feedback, concerns, and requests, and ensuring that their needs are addressed appropriately.

2. Customer Service Excellence

• Problem-Solving: A strong ability to resolve issues quickly and professionally while maintaining a positive guest experience.
• Empathy: Ability to understand and empathize with guests, especially in situations where they may be upset or dissatisfied. This helps build rapport and trust with guests.

3. Leadership and Team Management

• Team Leadership: Experience leading and motivating a team, creating a positive work environment, and ensuring staff perform at their best.
• Training & Development: Ability to train and mentor staff on customer service best practices, ensuring the entire team consistently delivers high standards of guest service.

4. Attention to Detail

• Personalized Service: The ability to remember and act on small details that can make a big impact on a guest’s experience, such as remembering a guest’s name or special preferences.
• Organizational Skills: Strong organizational skills to manage multiple guest requests and ensure all tasks are completed in a timely manner.

5. Adaptability and Flexibility

• Handling Stress: Ability to remain calm and composed under pressure, especially during busy periods or when addressing guest complaints.
• Adaptability: Comfortable with changing guest demands, new situations, or unexpected challenges that may arise in a dynamic hospitality environment.

6. Conflict Resolution

• Diplomacy and Tact: Ability to resolve conflicts with guests, staff, or departments tactfully and diplomatically. Handling sensitive situations with professionalism and discretion is essential.
• Negotiation Skills: Ability to negotiate with guests when resolving complaints or special requests, finding solutions that satisfy both the guest and the business.

7. Cultural Awareness

• Understanding Diverse Guests: An awareness and understanding of cultural differences, as well as the ability to interact with a diverse range of guests from various backgrounds.
• Language Skills: In international or multicultural settings, speaking additional languages is a strong asset.