LEAD SERVER
CESCAPHE EVENT GROUP · Philadelphia, PA 19130
POSITION SUMMARY
The Senior server is responsible for assisting the Service leader and carrying out responsibilities in accordance with Cescaphe’s policies and procedures, ensuring a positive customer experience. Senior Servers are responsible for serving meals to event guests and for creating an atmosphere of extraordinary hospitality, providing responsive, courteous, guest-centered service and anticipating their needs. Senior Servers’ responsibilities also include assisting in training employees and assisting the Event manager. Each team member is expected to assist and where necessary during an event to ensure flawless execution. The Senior Server will be expected to perform other duties assigned to meet business needs.
ESSENTIAL DUTIES & RESPONSIBILITIES
Product
• Demonstrates high level attention to detail and provides creative solutions to uncommon problems.
• Knowledgeable of event specifications, services, food and beverage.
• Maintains clean and organized guest tables and service areas.
• Maintains service standards when working at all venues and off-site events.
• Gives suggestions for product improvement or introduction of new products; product innovation.
• Brings concerns and questions regarding service standards to the venue Service Leader.
• Adheres to all job relevant manuals, checklists, and standard operating procedures.
• Reviews menu, answers questions, and makes suggestions regarding food and service.
• Writes order on order card and relays order to kitchen/Event Chef and serves courses.
• Clears and resets tables at conclusion of each course.
• Restocks stationary display items in accordance to event needs and kitchen supply.
• Works in an efficient and timely manner.
• Observes safety and security procedures and reports an unsafe conditions to manager.
• Adheres to all job relevant manuals, checklists, and standard operating procedures.
Inventory and Equipment
• Properly stores and handles inventory and equipment.
• Informs managers when inventory is low or non-existent.
• Informs managers when inventory and equipment is damaged or not working properly.
• Maintains cleanliness and organization in service areas and on floor.
Customer Service/Guest Interaction
• Communicates with clients and guests to assess satisfaction with experience; solicits information to ensure all needs are met.
• Anticipates and meets needs of clients before requests are made.
• Greets guests in friendly, yet professional, manner; engages guests using 5-10 rule.
• Brings guest complaints or issues to attention of Event Manager and Service Leader in a timely manner.
• Uses reason when dealing with difficult and emotional situations.
• Responds promptly and courteously to customer needs.
• Solicits customer feedback to improve service.
• Responds positively and promptly to requests for service and assistance.
Staff Supervision and Retention
• Ensures staff members are treated with dignity and respect according to our Core Values; manages rules and policies fairly and consistently.
• Assists in setting clear performance expectations through direction and goals.
• Participates in pre-shift meetings for every shift; promotes Mission Statement and Core Values at every shift.
• Monitors staff interaction with guests and proper presentation/service of food and beverage throughout the event; upholds and reinforces standard operating procedures and company standards of customer service.
• Ensures that safety and security procedures are followed.
Training and Development
• Attends Train the Trainer and any other required classroom training.
• Monitors and participates in the acclimation and training of all employees new to venue.
• Provides Service Leader and Talent Team with feedback for trainees.
• When training, monitors each set up duty for timely completion to ensure all stations are properly set for the event start time.
• Ensures team members are prepared for each service step and execute each step correctly; assigns breakdown and cleaning responsibilities for the conclusion of step of service.
• Volunteers and supports team in any area to ensure goals and objectives are met; assumes responsibility for team members’ performance.
Professionalism and Communication
• Assignments are completed thoroughly and professionally.
• Adjusts to high-pressure conditions and is open to change.
• Assumes responsibility for personal growth and development.
• Abides by company standards of personal conduct and dress code at all times; sets standards for all team members.
• Consistently arrives at work and meetings/commitments on time; ensures responsibilities are covered and enough notice is given to manager for absences.
• Analyzes own performance to develop self-improvement objectives.
• Expresses ideas and conveys information clearly, effectively and to the appropriate recipients; adapts style to meet needs of audience.
• Exhibits outstanding listening and comprehension skills.
This job description is not intended to cover or include all of the tasks, duties or responsibilities that the employee may be required to perform. Job duties and responsibilities can change at any time with or without notice.