Profession head waiter / head waitress

Head waiters/waitresses manage the food and beverage service in a hospitality outlet or unit. They are responsible for the customer's experience. Head waiters/waitresses coordinate all actions involving customers such as welcoming guests, ordering, delivering the food & beverages and supervise financial transactions.

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Personality Type

  • Social / Enterprising
  • Social / Realistic

Knowledge

  • Quality assurance methodologies

    Quality assurance principles, standard requirements, and the set of processes and activities used for measuring, controlling and ensuring the quality of products and processes.

Skills

  • Process payments

    Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.

  • Execute opening and closing procedures

    Apply standard opening and closing procedures for bar, store or restaurant.

  • Schedule shifts

    Plan staff time and shifts to reflect the demands of the business.

  • Store kitchen supplies

    Keep delivered kitchen supplies for future use safely and hygienically according to guidelines.

  • Inspect table settings

    Control table settings in order to ensure a correct table setup, including cutlery and glassware.

  • Assist clients with special needs

    Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.

  • Plan menus

    Organise menus taking into account the nature and style of the establishment, client feedback, cost and the seasonality of ingredients.

  • Maximise sales revenues

    Increase possible sales volumes and avoid losses through cross-selling, upselling or promotion of additional services.

  • Greet guests

    Welcome guests in a friendly manner in a certain place.

  • Handle customer complaints

    Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

  • Monitor customer service

    Ensure all employees are providing excellent customer service in accordance to company policy.

  • Monitor work for special events

    Oversee activities during special events taking into account specific objectives, schedule, timetable, agenda, cultural limitations, account rules and legislation.

  • Check dining room cleanliness

    Control dining areas including their floor and wall surfaces, tables and serving stations and ensure appropriate cleanliness.

  • Check prices on the menu

    Control the menu in order to ensure that prices are correct and up-to-date.

  • Ensure tableware is ready for use

    Guarantee that plates, cutlery and glassware are clean, polished and in good condition.

  • Assist VIP guests

    Aid VIP-guests with their personal errands and requests.

  • Apply foreign languages in hospitality

    Use the mastery of foreign languages orally or written in the hospitality sector in order to communicate with colleagues, customers or guests.

  • Control of expenses

    Monitoring and maintaining effective cost controls, in regards to efficiencies, waste, overtime and staffing. Assessing excesses and strives for efficiency and productivity.

  • Supervise food quality

    Oversee the quality and safety of food served to visitors and customers according to food standards.

  • Manage health and safety standards

    Oversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company's health and safety programmes.

  • Attend to detail regarding food and beverages

    Perform great attention to all steps in the creation and the presentation of a qualitative product.

  • Manage restaurant service

    Oversee the entire process of running the restaurant establishment such as managing employees and the mise-en-place.

  • Supervise the work of staff on different shifts

    Oversee the activities of the employees working in shifts in order to ensure continuous operations.

  • Manage stock rotation

    Oversee stock levels, paying attention to expiry dates to diminish stock loss.

  • Maintain customer service

    Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.

  • Maintain relationship with customers

    Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.

  • Coach employees

    Maintain and improve employees' performance by coaching individuals or groups how to optimise specific methods, skills or abilities, using adapted coaching styles and methods.

  • Monitor billing procedures

    Oversee that the billing procedure after a service is handled correctly.

  • Advise guests on menus for special events

    Offer recommendations to guests on meal and drink items available for special events or parties in a professional and friendly manner.

  • Train employees

    Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.

  • Identify customer's needs

    Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

  • Recruit employees

    Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.

  • Measure customer feedback

    Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

Optional knowledge and skills

educate customers on coffee varieties handle surveillance equipment educate customers on tea varieties sparkling wines monitor stock level process reservations ensure regular maintenance of kitchen equipment