Head Waiter

Manages a selected team to provide an immediate positive first impression to every passenger through a warm, welcoming individual greeting supported by a spotless and professional appearance.

Manages a selected team to ensure that all subordinates in the F&B Services department understand their roles in relation to passengers’ satisfaction/service and that established standards for passenger service and food product quality are always achieved.

Always provides immediate and undivided attention to passengers’ complaints, promptly resolves issues that affect F&B Services' operations and the passengers’ cruise experience, and escalates to Maitre D’Hotel as appropriate.

Coaches team to nurture a memorable connection with every passenger by always showing genuine interest during service and staying fully engaged throughout the voyage.

Knows team’s role descriptions, delivers them to all team members (new joiners, returning crew, and promoted crew), and communicates clear expectations based on each role description.

 Observes each crewmember’s performance using his or her role description as a guide and delivers prompt and appropriate correction, improvement, or reinforcement. Coaches and develops skilled, engaged team members to become the Consummate Host.

 Identifies top performers and mentors them for career advancement or promotion.

Supervises, assigns duties, and prepares work schedules for Dining Room staff, regularly coaching and monitoring their performance.

Conducts orientation and training programs (including product knowledge) for all F&B Services department members as instructed by the Maitre D’Hotel.

Assigns and adjusts manning levels to achieve optimal results based on operational demands in all service areas.

Always maintains high morale and motivation among the staff.

Actively participates in regular staff meetings with supervisors and staff to discuss ongoing F&B-related issues.

Works in close cooperation with the Maitre D’Hotel to verify that dining rooms and buffets are always set up in a timely fashion in accordance with posted times and that the dining room environment meets all Company standards.

Oversees Waiters and Junior Waiters to ensure they handle all equipment and supplies in a manner consistent with Company standards.

Continually reviews and monitors equipment and promptly resolves any equipment malfunctions or breakdowns.

Assists the Maitre D’Hotel with special F&B events onboard, including the proper training of staff who will be actively involved.

Assists the Maitre D’Hotel to work with the F&B team to fulfill passenger special requests such as diet, special functions, birthdays, anniversaries, and other celebrations; ensures that gift/special services orders are properly handled.

Oversees functions as directed by management.

Ensures that all bar checks are properly signed and processed, indicating folio number and passenger’s name, and that data is properly input into the Micros POS Hotel system.

Properly oversees staff to minimize breakage and loss; controls inventory levels (Silverware, Linen, Glassware, and China) to ensure adequate supplies and manage costs.

Focuses on revenue and promotional beverage sale items and properly coaches staff to meet wine and beverage targets.