Job Description

Position Summary:

Head Waiter will supervise and coordinate the functions of the restaurant sequence of

service and all essential duties and responsibilities outlined below. These locations

include but are not limited to Main Dining Room, Windjammer, and Specialty

Restaurants.

While performing their role in the restaurant venues, He/She will be engaged in

providing courteous and professional service to guests. The duties described below are

performed either personally or through subordinates.

Job skills/results:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. Greets and escorts guests to their assigned seats.

7. Presents both food and beverage menus to guests; suggests dinner courses,

appropriate wines, and answers questions regarding menu and wine selections. Makes

recommendations to entice guests with thoughtful suggestions.

8. 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.

9. 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.

10. Observes guests to anticipate their needs, responds to any additional requests and

determines when the food and beverage service has been completed.

11. 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 Royal

Way 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.

12. Supervises and participates in dining room entertainment as directed by established

activities and specific itinerary adaptations such as theme night parades.

13. Participates in rotational schedule, supervising assigned areas in Room Service,

Windjammer, Specialty Dining, and other venues.

14. Attends meetings, training activities, courses and all other work-related activities as

required.

15. 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.

16. 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”

People skills

Demonstrates Passion, Drive and Energy

· Demonstrates pride, passion and commitment to our Royal Way hospitality

philosophy

· Smiles when on duty; is always pleasant and upbeat

Acts with Integrity

· Achieves business results through the delivery of an exceptional customer

service experience, never via the solicitation of ratings

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