Service Captain at Bollard Consulting Limited

We're hiring a Service Captain. The Service Captain is responsible for leading floor operations during service, ensuring an exceptional fine-dining guest experience at all times. This role oversees service execution, maintains the highest hospitality standards, and ensures seamless coordination between the service team, bar, and kitchen. It is a hands-on leadership position requiring strong supervision, attention to detail, and real-time problem-solving.

Key Responsibilities

Service Leadership

• Lead and manage the restaurant floor during service, ensuring flawless execution of the sequence of service
• Assign stations, sections, and duties to service staff before each shift
• Act as the primary communication link between the kitchen, bar, and service teams
• Anticipate service challenges and resolve issues proactively to ensure smooth operations

Guest Experience

• Welcome and engage guests professionally, with special attention to VIPs and repeat customers
• Ensure accurate and confident menu knowledge is consistently delivered by the service team
• Handle guest feedback and complaints discreetly, promptly, and professionally
• Monitor table pacing, guest satisfaction, and overall dining flow

Standards & Presentation

• Enforce grooming, uniform, and presentation standards consistently
• Conduct pre-service briefings covering menu details, specials, allergens, and service priorities
• Ensure opening and closing procedures are completed accurately and approved

Training & Team Development

• Train service staff on fine-dining etiquette, service standards, wine service, and upselling techniques
• Mentor junior team members and new hires to uphold service excellence
• Provide continuous feedback and on-the-job coaching to support performance improvement

Operational Control

• Ensure accurate order taking, POS entries, and billing processes
• Monitor voids, discounts, and complimentary items in line with internal policies
• Maintain oversight of service stock, including glassware, linen, crockery, and cutlery
• Support management with service reports and operational insights

Required Skills & Experience

• 3–5 years’ experience in a fine-dining or high-end restaurant environment
• Proven ability to lead service teams during high-pressure service periods
• Strong knowledge of fine-dining standards and service sequences
• Excellent verbal and written communication skills in English
• High levels of professionalism, composure, and attention to detail
• Competence in using POS systems