Captain Floor

Job Description

• Lead and supervise daily dining floor operations to ensure smooth service and compliance with the restaurant's service standards.
• Ensure all Front of House team members (Waiters/Waitresses, Hosts/Hostesses, and Cashiers when required) provide fast, friendly, and professional service in accordance with the restaurant's Standard Operating Procedures (SOPs).
• Conduct pre-shift briefings and post-shift evaluations with the team.
• Assign sections, manage work schedules, and coordinate team activities throughout each shift.
• Handle guest complaints and special requests promptly, professionally, and effectively to maintain customer satisfaction.
• Coordinate closely with the Kitchen and Bar teams to ensure order accuracy, food quality, and timely service.
• Ensure the cleanliness, organization, and readiness of the dining area and all operational equipment.
• Conduct quality control on service standards, staff grooming, and SOP implementation.
• Assist in training, coaching, and developing team members to improve service quality and performance.
• Ensure the team actively upsells menu items and provides menu recommendations to guests.
• Prepare daily operational reports and report operational issues to the Restaurant Manager or Outlet Manager.
• Assist with restaurant opening and closing procedures according to the operational checklist.
• Note: The stated salary exclude service charge.

Qualifications

• Minimum Senior High School/Vocational High School (SMA/SMK) graduate or equivalent, preferably in Hospitality, Tourism, Hotel Management, or a related field.
• Minimum 2 years of experience as a Floor Captain or 3 years as a Senior Waiter/Waitress in a restaurant, café, hotel, or other F&B establishments.
• Strong understanding of the Sequence of Service, restaurant SOPs, table setting, food & beverage knowledge, and hospitality standards.
• Strong leadership skills and a good understanding of restaurant operational administration, including order lists, Stock Request (SR), Purchase Request (PR), daily operational reports, and SOP implementation.
• Capable of handling guest complaints and resolving operational issues efficiently and professionally.
• Excellent communication, coordination, and interpersonal skills.
• Customer service-oriented with a strong hospitality mindset.
• Professional appearance and well-groomed in accordance with company standards.
• Able to work under pressure in a fast-paced environment.
• Willing to work on a shift schedule, including weekends and public holidays.
• Experience using a Point of Sale (POS) system is an advantage.