At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion, Customer Focus, Teamwork and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.
Duties and Responsibilities of the Role:
Guest Service Excellence
Deliver a warm, professional, and memorable service, exceeding guest expectations.
Handle guest requests, feedback, and complaints promptly and professionally, ensuring guest satisfaction.
Lead by example in maintaining luxury service standards, attention to detail, and personalized guest interaction.
Team Leadership
Supervise and support the restaurant team during service, ensuring smooth operations.
Provide on-the-job coaching, mentoring, and support to team members.
Assist in training new staff and monitoring performance, ensuring service consistency.
Organize team briefings before service to communicate daily specials, VIP guests, and hotel standards.
Operational Excellence
Assist in daily restaurant operations including opening, closing, and shift handovers.
Ensure compliance with health, safety, hygiene, and licensing regulations.
Oversee table allocations, reservations, and seating plans to maximize efficiency while ensuring guest comfort.
Monitor service flow, addressing any issues quickly and effectively.
Financial Awareness
Support upselling initiatives to maximize revenue through food and beverage recommendations.
Ensure accurate billing and cash handling procedures.
Assist the management team with stock control, wastage reduction, and inventory checks.
Collaboration & Standards
Work closely with the other departments to ensure smooth communication and service coordination.
Maintain the highest standards of cleanliness, presentation, and ambiance in the restaurant.
Uphold hotel policies, grooming standards, and brand values.
Requirements for the role:
Previous experience in a supervisory or senior waitstaff role within a luxury hotel or fine dining environment.
Strong knowledge of food and beverage service standards.
Excellent communication, leadership, and interpersonal skills.
Ability to remain calm and professional under pressure.
Passion for delivering exceptional guest experiences.
Flexibility to work varying shifts, including evenings, weekends, and holidays.