Restaurant Captain

Job Summary :

The Captain is the custodian of the Little Italy 10 Steps of Service and is primarily responsible for ensuring that every guest experience strictly follows these steps.

The role focuses on executing, monitoring, and training the service team on the 10 Steps so that service delivery is consistent, warm, engaging, and world-class across all shifts and all outlets.

The F&B Executive acts as a floor leader, trainer, quality controller, and culture builder, ensuring that the 10 Steps of Service become a daily habit rather than a checklist.

Core Objective

To ensure 100% adherence and excellence in delivery of the Little Italy 10 Steps of Service by:

• Personally, executing them on the floor
• Training the service team
• Auditing performance
• Coaching and correcting gaps
• Creating a service-first culture

Key Responsibilities

1. Ownership of the Little Italy 10 Steps of Service

The F&B Executive must ensure perfect execution of all 10 steps:

• A Warm Welcome
• Seat Comfortably
• Let’s Get Started
• Our Hero Pizza
• Hot Food
• Heads Up
• Clear the Decks
• Sweet Temptation
• The Bill
• A Genuine Goodbye

Little Italy 10 steps of Service

Responsibilities include:

• Ensuring each step is followed at the correct time
• Observing floor movement and guest interaction
• Correcting deviations immediately
• Setting the benchmark through personal example

2. Training & Team Development (Primary Focus Area)

• Conduct daily pre-shift briefings based on one or more Steps of Service
• Organize weekly structured training sessions on:
• Guest handling
• Body language
• Tone of voice
• Menu knowledge
• Selling techniques aligned with the steps
• Create role-plays and mock table simulations for practice
• Certify every service staff member on the 10 Steps before allowing independent floor duty
• Retrain team members showing service gaps

3. Floor Supervision & Execution

• Supervise the floor and ensure real-time execution of the 10 Steps
• Monitor:
• Greeting standards
• Seating comfort
• Drink and food timing
• Dessert and coffee selling
• Billing speed
• Farewell quality
• Actively engage with guests and demonstrate correct service behavior
• Handle VIPs and special guests using the 10 Steps framework

4. Guest Experience & Service Audits

• Conduct service audits during every shift:
• Which step was missed?
• Where was service weak?
• Take guest feedback specifically on:
• Warmth of service
• Attentiveness
• Speed
• Farewell experience
• Share structured feedback with the team

5. Team Leadership

• Act as Service Culture Leader, not only a supervisor
• Coach waiters and captains individually
• Identify star performers and motivate them
• Build pride in following Little Italy service philosophy
• Promote accountability and consistency

6. Service Standards & Quality Control

• Ensure:
• Table setup reflects brand standard
• Grooming and uniform are impeccable
• POS billing is aligned with Step 9 (The Bill – within 2 minutes)
• Dessert and coffee upselling happens at Step 8
• Maintain consistency even during peak hours

Skills & Profile Required

• Deep passion for hospitality and guest engagement
• Strong trainer mindset
• Ability to inspire service teams
• Strong floor presence and communication
• Excellent understanding of restaurant service flow
• High emotional intelligence and leadership skills

Experience & Qualification

• 2–5 years in premium casual dining or fine dining
• Prior experience as Captain / Shift Supervisor preferred
• Degree/Diploma in Hospitality Management desirable