Restaurant Staff

Job Description – Steward / Captain (Food & Beverage Service)

Department: Food & Beverage Service

Position: Steward / Captain

Reports To: Assistant Restaurant Manager / Restaurant Manager

Restaurant Capacity: 200 Covers (Indoor, Courtyard & Terrace)

Restaurant Timings: 12:00 PM – 1:00 AM

Position Summary:

The Steward/Captain is responsible for delivering exceptional food and beverage service while ensuring an outstanding guest experience. The role requires maintaining the highest standards of hospitality, cleanliness, professionalism, and teamwork.

A Steward is responsible for serving guests efficiently while maintaining service standards. A Captain additionally supervises a designated restaurant section, leads the service team, and ensures smooth coordination between the kitchen, bar, and floor staff.

Key Responsibilities

• 1. Guest Service
• Welcome guests warmly and assist them to their tables.
• Present menus and explain food, beverages, and daily specials.
• Take accurate food and beverage orders using the POS/KOT system.
• Serve food and beverages according to the restaurant's service standards.
• Check guest satisfaction during the meal and promptly address any concerns.
• Clear and reset tables efficiently.
• Thank guests upon departure and invite them to visit again.
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• 2. Floor Operations
• Ensure smooth service throughout the assigned section.
• Coordinate with the Kitchen, Bar, Host Desk, and Stewarding team.
• Maintain proper table setup and presentation.
• Ensure timely delivery of all food and beverage orders.
• Monitor table turnover and waiting guests.
• Follow opening and closing checklists.

Captain Responsibilities

• Supervise one or more restaurant sections (Indoor, Courtyard, or Terrace).
• Allocate tables and assign Stewards before each shift.
• Monitor service quality and assist during peak hours.
• Ensure efficient coordination between all departments.
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• 3. Sales & Upselling
• Recommend signature dishes, beverages, desserts, and premium offerings.
• Promote ongoing offers and special menus.
• Encourage guests to enhance their dining experience through appropriate upselling.
• Contribute towards achieving individual and restaurant sales targets.

Captain Responsibilities

• Monitor the upselling performance of Stewards.
• Motivate the team to achieve section-wise sales targets.
• Ensure high average guest spending through effective recommendations.
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• 4. Guest Complaint Handling
• Listen to guest concerns politely and respond professionally.
• Escalate major concerns to the Assistant Restaurant Manager when required.

Captain Responsibilities

• Resolve routine guest complaints independently.
• Handle VIP guests and special requests with professionalism.
• Ensure service recovery is completed promptly and effectively.
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• 5. Teamwork & Leadership
• Work closely with fellow team members to ensure seamless operations.
• Attend daily briefings and training sessions.
• Maintain positive communication with all departments.

Captain Responsibilities

• Supervise and guide Stewards during service.
• Train new employees on restaurant SOPs and menu knowledge.
• Monitor staff discipline, grooming, punctuality, and performance.
• Conduct section briefings before each shift.
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• 6. Hygiene & Grooming
• Maintain excellent personal hygiene and professional grooming.
• Wear a clean, pressed uniform and polished shoes at all times.
• Follow all FSSAI food safety and hygiene standards.
• Keep dining areas, service stations, and equipment clean and organized.
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• 7. Operational Responsibilities
• Prepare the assigned section before opening.
• Ensure all service equipment is clean and operational.
• Coordinate with the kitchen regarding delayed orders and special guest requests.
• Ensure proper handling of crockery, cutlery, glassware, and service equipment.
• Minimize breakage and wastage.

Captain Responsibilities

• Verify section readiness before opening.
• Ensure service stations remain fully stocked.
• Monitor order accuracy and service timings.
• Verify guest bills before presentation and assist in resolving billing discrepancies.
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• 8. Opening & Closing Duties
• OpeningRestaurant and section cleanliness.
• Table setup and mise en place.
• Availability of menus and service equipment.
• Coordination with Kitchen and Bar.
• Attendance and grooming checks.
• ClosingCleaning of assigned section.
• Proper storage of equipment.
• Completion of side duties.
• Reporting maintenance issues.
• Handover to the next shift or closing manager.
• Skills RequiredExcellent communication and interpersonal skills.
• Customer-focused attitude.
• Strong teamwork and coordination.
• Good knowledge of food and beverages.
• Ability to work under pressure in a fast-paced environment.
• Problem-solving and conflict resolution skills.

Additional Skills for Captains

• Leadership and team supervision.
• Decision-making and delegation.
• Training and mentoring abilities.
• Strong organizational and multitasking skills.
• QualificationsMinimum 10+2 qualification.
• Diploma or Degree in Hotel Management is preferred.

Experience:

Steward

• 1–3 years of experience in a restaurant, hotel, café, or lounge.
• Fresh hospitality graduates may also be considered.

Captain

• 3–5 years of food and beverage service experience.
• At least 1–2 years in a supervisory or Captain role in a premium dining establishment.
• Key Performance Indicators (KPIs)Guest satisfaction and feedback.
• Service speed and order accuracy.
• Upselling performance.
• Table turnover efficiency.
• Hygiene and grooming compliance.
• Attendance and punctuality.
• Teamwork and communication.

Captain-Specific KPIs

• Section sales performance.
• Staff productivity and discipline.
• Guest complaint resolution.
• Training and development of Stewards.
• Compliance with restaurant SOPs.
• Working Hours & LeaveRestaurant operating hours: 12:00 PM to 1:00 AM.
• Employees will work rotational shifts as per the duty roster and operational requirements.
• Flexibility to work weekends, public holidays, festivals, and special events is mandatory.
• Employees are entitled to four (4) weekly offs per calendar month, scheduled according to business requirements.
• Weekly offs may not necessarily fall on weekends or public holidays.
• Punctuality, regular attendance, and adherence to shift timings are essential requirements of the role.