Job Description

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We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

Rosewood Miramar Beach, A Rosewood Hotel, is looking for a Captain. The Captain at The Revere Room is the embodiment of our commitment to world-class dining experiences, serving as the primary point of contact for guests and ensuring the seamless operation of the dining room. This role demands a professional with a genuine passion for the hospitality industry who can lead with grace, motivate the front-of-house team, and maintain the highest standards of service, cleanliness, and guest interaction. The captain is instrumental in upholding the restaurant’s commitment to delivering exceptional service through meticulous attention to detail, a deep understanding of etiquette, and thorough product knowledge. This individual is a leader, a creator, and a dedicated professional who upholds the Rosewood brand's reputation for excellence.

Essential Duties and Responsibilities

Leadership:

Lead and mentor the FOH team by setting a high standard for exceptional service skills, service etiquette, and professionalism. Encourage team members to reach their full potential and provide guidance and support. Lead by example by following company guidelines relating to grooming and uniforms and the attendance policy. Adhere to the outlet’s Standard Operating Procedures and Sequence of Service Standards in accordance/connection with Forbes & LQA. Maximizes associates' effectiveness by developing their skills and abilities through the appropriate training, coaching, and/or mentoring. Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation. Ensures that all associates have a complete understanding of and adhere to associate rules and regulations. Ensures that associates follow all hotel, company, and local rules, policies, and regulations relating to fire and hazard safety and security.Participate in daily/weekly service-culinary meetings to share insights, discuss strategies, and work together to enhance the restaurant’s quality of service and guest experience. Be a team player and lead by example in supporting other team members across different roles if and when called upon by the Department MOD.Accept direction and constructive criticism from management. Alert the F&B Manager and Assistant F&B Manager when necessary: e.g., spillages, guest attention, emergencies. Report any incidents of theft, vandalism, or violations. Oversees the punctuality and appearance of all Food and Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

Operations & Guest Service:

Maintain a positive, professional, and pleasant/friendly attitude every shift. Provide excellent customer service to everyone, anticipating the guests’ needs. Greet guests and take their orders utilizing suggestive/up-selling techniques. Actively listen and respond positively to guest questions, concerns, and requests to resolve issues. Anticipate guest needs, ascertain satisfaction, and offer suggestions, and respond urgently and appropriately to guest concerns and requests. Be familiar with the property's services/features and local attractions/activities to respond to guest inquiries. Check beverage and food orders before serving to ensure they are correct and properly presented. Anticipate guests’ needs, respond promptly to guest inquiries, and manage guest relations to ensure satisfaction. Handle complaints professionally, following company protocols to resolve issues and ensure guest satisfaction. Ensure that minimum Forbes and LQA standards have been implemented by the entire service team. Respond to the results of the mystery shopper audits and ensure that the relevant changes are implemented to correct any trends with service standards shortfalls. Work closely with the F&B Manager and Assistant F&B Manager in a supportive and flexible manner, focusing on the hotel's overall success and the satisfaction of hotel guests. Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments. Assists in conducting monthly inventory checks on all operating equipment and supplies. In the absence of the F&B Manager and Assistant F&B Manager, conduct daily pre-shift briefings to associates on preparation, service, and menu. Participate in daily pre-shifts to discuss the previous night’s service and share improvements on how service shortfalls can be corrected and overall service be elevated.If appropriate, assist in liaising with the kitchen and beverage department on daily operations and quality control. Be a hands-on supervisor, and be present at all times in the outlet, and lend operational support/guidance to servers, server assistants, and runners.Assists with conducting monthly inventory checks on all operating equipment and supplies.

Knowledge & Training:

Participate in regular staff meetings to keep employees informed of changes to SOPs or SOS, as well as ways to increase sales and improve service.Maintain detailed knowledge of menu offerings, wine lists, and all aspects of service to guide and educate guests and staff. Support the leadership team in delivering daily training and role play sessions for the team to ensure consistency in delivering to the standard of the establishment. Work closely with the Chef de Cuisine and F&B leadership to create and maintain exceptional dining experiences.

Opening & Closing Side Work, Cleanliness:

Following the checklists provided, ensure opening, ongoing, and closing side work is complete. Monitor and maintain cleanliness, sanitation, and organization of bar top, tables, service areas, and outlet itself. Ensures supplies/ingredients are properly stocked before, during, and after shift. Ensures that daily and weekly cleaning duties (such as the cleanliness of fridges, ice machines, etc.) are carried out consistently without reminding and carries out spot checks of the work of others to ensure the outlet maintains the highest level of cleanliness and hygiene.Follow policies and procedures for the safe operation and storage of tools, equipment, and machines. Observe the physical condition of the outlets' facilities and equipment and make recommendations for corrections and improvements as needed.As the hotel’s business level varies considerably, there is a need for flexibility in attitude, approach, and working hours.All other duties as required.

Confidentiality: While working for the company, there will be access to various confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates unless otherwise stated.

General Skills: Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize, and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills:

Experience in using POS – Info Genesis.Experience in using the reservations management system – Sevenrooms.Be PCI compliant.

Language: Required to speak, read, and write English, with fluency in other languages preferred.

Physical Requirements: Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Qualifications:

High School Diploma or an equivalent combination of education and work-related experience. Must have current and valid Food Handler Certification. Must have current and valid Responsible Beverage Service Certification and Alcoholic Beverage Control (ABC) Server ID.Minimum of 21 years of age to pour alcoholic beverages.

Experience:

At least 2 years of fine dining experience in a luxury 5-star establishment or stand-alone restaurant Experience across multiple positions within a restaurant. Familiar with Forbes and LQA standards.The pay scale for this position is between $19.00 and $20.00/hour plus tips. This is the pay range for this position that the Hotel reasonably expects to pay.