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Head Waiter/Waitress at Henrock

Front of House Henrock

The Lakes Full time

Head Waiter/Waitress


The candidate would ideally have a strong background in fine dining restaurants. Be creative, flexible and have a can do attitude.


To maintain excellent service standards on the restaurant floor whilst guiding others to do the same. Assisting the management team in implementing development changes within the restaurant.


  • Maintaining customer focused service principles throughout.
  • Ensure that the restaurant is set up according to relevant table plans.
  • To extend a warm welcome to the guests and ensure all other members of the team to understand the importance of this.
  • Fully understand the relevant dietary requirements of guests and the implications on the menu.
  • To ensure that stations have their correct mis-en-place.
  • To ensure that tables are set correctly according to the table plan and are impeccable in every aspect.
  • To ensure that the service standards set by the Restaurant Manager are met throughout the team.
  • Working hand in hand with a Sommelier on your station to perform a flawless service.
  • To ensure effective liaison between Reservations/Reception and Front Office staff with other departments.
  • To ensure that the high standards of service and operation set by the Restaurant Manager are followed and applied all times.
  • To deal with any query, request or even complaint always with politeness, calmness and eagerness to meet the customers’ expectation.
  • Actively seeking verbal feedback from customers on a regular basis.
  • Positively dealing with and learning from customer complaints and comments.
  • Achieving positive outcomes from customer complaints.
  • To be aware of updates the menu folders, the dish description and the SOPs.
  • Ensuring compliance with all personnel practices and procedures.
  • To be aware of and assist in maintaining the management of gross profit for the restaurant alongside the Restaurant Manager.
  • Encouraging spend throughout the restaurant by proper staff training on all products.
  • Managing waste to optimise profit conversion and deliver the plan.
  • To attend the pre-service briefing, organise yourself in service and control it all the way through.
  • Agreeing objectives for self and team
  • Getting members of the team to work co-operatively with others

Result Areas

The Head Waiter is accountable for understanding seven Key Result Areas of the business:

Managing the Restaurant

To understand the restaurant operation and assist in controlling where applicable.

· To ensure that all stocks and supplies are requested on a timely basis, correct stock levels maintained and stored under optimum conditions; keep clear records of the invoices and the relevant PR forms.

· Assist in the liaising between departments to ensure smooth communication and interdepartmental relationships.

Customer Service

Driving a service culture, which delivers outstanding customer service through all aspects of the business. Creating an environment where everyone in the company is focused on “going the extra mile” to deliver outstanding customer service

· Using customer feedback to activate long-term improvements to products and services.

Managing People Development

To select, train, coach and develop people to meet current and future needs

· To actively promote equal opportunities through promotion of policies, procedures and ensure actions taken by self and all employees are consistent with the Company’s requirements.

Managing Brand Standards

To ensure Brand Standards are consistently delivered throughout the group

· Maintaining the service and product delivery in line with Brand Standards

· Being able to explain the Standards and ethos to the team

· Assessing staff performance against Standards

Managing the Team

To provide and communicate clear direction to the team

· Keeping the team up-to-date about company activities through regular communication

Managing Health & Safety

To ensure the health, safety and well being of customers and all staff

· Ensuring that all allergen information on every food item is maintained and up to date.

· Understanding relevant Environmental, H&S and other relevant legislation and the implications on the operation of the department

· Communicating to the team their responsibilities within these legal requirements

· Ensuring that safe and healthy working practices are implemented at all times

Key Performance Indicators

· Customer feedback

· Staff Training

· Sales throughout the team

· Health and Safety / Food Hygiene / Environmental

Personal Competencies

These are the personal skills, qualities and attributes that influence how well a manager performs his/her role as a leader, and as a member of the management team.

Self Management

· Sets and strives to achieve high personal performance standards

· Plans, organises and uses a systematic approach to get things done

· Manages time and resources effectively

· Prioritises actions and manages tasks through to completion

Communication and Leadership Skills

· Develops positive working relationships at all levels

· Effectively delegates to get things done

· Manages conflict effectively

· Motivates and inspires the team to perform

Problem Solving and Decision Making

· Accepts personal responsibility for making things happen

· Constantly reviews in order to improve

Pro-Active Behaviour

· Self-reliant, working with minimal control and direction

· Acts on own initiative when appropriate

· Has drive and determination to succeed

· Contributes and is effective when team working with peers


· Adapts quickly and positively to new situations

· Continues to be productive in changing circumstances

· Can handle more than one task/situation at a time

· Adapts work emphasis to ensure profit delivery through people and product