FB Captain

Roles and responsibilities

• Delivering service to our customers as per Intercontinental standards as well as Pierre Gagnaire’s standards
• Endeavour to resolve all complaints during shift by alerting Manager on Duty and assisting him/her
• Supervise cash handling and banking procedures
• Prepare daily banking and cash flow reports
• Supervise the maintenance of service equipment
• Monitor standards of guest facilities and services
• Control stock and monitor security procedures
• Producing quality beverages (i.e. mocktails, hot beverages, etc.) to ensure guests satisfaction
• Mastering food knowledge in order to assist guests on orders and ensuring the fulfilment of guests’ requirements
• Helping and caring for guests in any way required
  

What we need from you:

• Great communication skills
• Ability to think calmly under pressure
• Willingness to learn open-mindedly
• Passion of food and curiosity for something new
• Basic organisation skills in restaurant operation
• Ability to work in a team and in different functions
• Warm, inviting and extroverted personality
  

What you can expect from us:

We give our people everything they need to succeed, from a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants. We promote a culture of trust, support, and acceptance, always welcoming different backgrounds, experiences, and perspectives.

Desired candidate profile

1. Leadership and Team Management

• Supervision and Coordination: Leading a team of servers, bartenders, and other front-of-house staff to ensure that service is smooth, efficient, and meets the restaurant’s standards.
• Training and Mentoring: Training new staff members and providing ongoing guidance to existing staff on service techniques, menu knowledge, and customer service standards.
• Delegation: Assigning tasks to team members according to their skills and experience, ensuring that all responsibilities are covered during service.
• Performance Management: Monitoring staff performance and providing constructive feedback to improve service quality and productivity.

2. Customer Service Excellence

• Guest Engagement: Ensuring that guests receive excellent service by greeting them warmly, guiding them through the menu, and attending to their needs throughout the meal.
• Problem Resolution: Handling customer complaints or issues with professionalism, empathy, and urgency, ensuring guests have a positive experience despite challenges.
• Personalization: Tailoring the service to meet individual guest preferences, such as accommodating dietary restrictions, suggesting wine pairings, or providing personalized recommendations.

3. Food and Beverage Knowledge

• Menu Expertise: Having in-depth knowledge of the menu, including ingredients, preparation methods, and pairings (e.g., wine, cocktails), and being able to recommend items to guests.
• Specialty Items and Allergies: Being able to describe dishes and drinks in detail, explain specials, and handle food allergies or dietary restrictions with care.
• Upselling: Suggesting additional items, such as appetizers, desserts, or beverages, in a tactful manner to enhance the guest experience and increase revenue.

4. Service Efficiency and Timing

• Timely Service: Ensuring that food and drinks are delivered promptly and accurately, without delays, during busy periods.
• Multitasking: Effectively managing multiple tables and requests at once, prioritizing tasks to ensure guests are attended to quickly.
• Organizing Service Flow: Coordinating with the kitchen and bar staff to ensure smooth timing for all dishes, drinks, and courses during the meal.

5. Communication Skills

• Clear Communication: Communicating clearly with the front-of-house and back-of-house teams to ensure that orders are correct, dietary preferences are noted, and timing is coordinated.
• Active Listening: Listening to guests' needs and requests, ensuring their satisfaction by responding appropriately and promptly.
• Team Communication: Ensuring that the team is informed of any guest preferences, specials, or changes in the service, such as last-minute additions or modifications to orders.

6. Attention to Detail

• Accuracy in Orders: Ensuring that all orders are taken and relayed to the kitchen or bar correctly and that special requests (e.g., allergy information) are communicated clearly.
• Table Setting and Presentation: Making sure that tables are set properly and attractively, and that the food and drinks are presented to a high standard.
• Cleanliness: Ensuring that the dining area is clean and tidy throughout the service, including resetting tables, clearing empty plates, and maintaining a polished environment.

7. Problem-Solving and Decision Making

• Quick Thinking: Resolving service challenges, such as delays, missing orders, or guest complaints, quickly and calmly, while ensuring that the guest experience is not compromised.
• Handling Guest Requests: Managing unexpected guest requests or changes, such as seating changes, additional orders, or special requirements, in a professional and efficient manner.

8. Financial Management

• Bill Management: Ensuring that checks are correctly issued and that guests are charged accurately, including handling cash or credit card transactions.
• Revenue Generation: Contributing to the establishment's financial goals by encouraging guests to order additional items or choose higher-margin items, such as premium beverages.
• Cash Handling: Ensuring secure and accurate handling of cash or payment transactions and properly processing payments via the POS system.

9. Health and Safety Compliance

• Food Safety Standards: Ensuring that food and beverages are served in compliance with health and safety regulations, including cleanliness, food storage, and proper handling of utensils.
• Staff Safety: Ensuring that the front-of-house team follows safety procedures, including correct lifting techniques and using protective gear when necessary.
• Compliance with Regulations: Adhering to local laws regarding alcohol service, including age verification, serving limits, and responsible drinking policies.