This document outlines the duties and responsibilities of various roles in a restaurant. It describes the job of a restaurant manager which includes overseeing staff, budgets, menu planning, and more. It also outlines the roles of a senior captain/head waiter who assists the manager and focuses on service, and a hostess who seats guests and handles bookings. It provides details on the expected physical appearance, attributes, and qualities of restaurant staff like being neat, knowledgeable, attentive, efficient, polite, and having good communication and salesmanship skills.

1. W W W . H O S P I T A L I T Y N U . B L O G S P O T . C O M
DUTIES AND
RESPONSIBILITIES

2. RESTAURANT MANAGER
 Job title- Restaurant manager
 Reports to – Food and beverage manager
 well versed in F&B and all licensing laws
 set up and maintain the standards
 staffs (in the restaurant) reports to him
 staff discipline and decides duty rota
 monthly budget and participates in menu planning
 maintains guest liaison and handle complaints if any
 staff hiring, training and appraisal
 Month end stock taking
 intra and inter departmental communication is through him
 generates the various daily & monthly reports
 sanctioning authority for the staffs’ leaves
 link between the management and the junior staff

3. Senior Captain/Head waiter
(Maitre d’hotel)
He relieves the assistant restaurant manager on his day off
reports to the restaurant manager
He is responsible for
 service aspect of the restaurant
 allots the stations to the captains
 supervises grooming check and briefing
 well versed in service technique and liquor laws
 V.I.P. guests are attended by him
 prepares the duty roster for the staff and gets its approved by
the restaurant manager
 Helps the manager to generate various reports
 Taking stock of linen, maintaining linen register and deciding
the number of cycles for linen considering the laundry

4. Hostess (Maitre d’hotel de reception)
 This person is generally a lady who in charge of receiving
the guests and taking him or her to the particular table
 She takes the table booking and on receiving the guest
takes the guest to the particular table
 She gets the comment register/ card filled up by the guest
and takes the general feedback from the guest
 She should be pleasant in her behavior
 She updates the booking diary and passes all the relevant
information to the restaurant brigade & restaurant
manager
 She should be tactful enough to handle situations of
complains from the guest
 In case of a VIP guests she is the one to present the check
to the guests
 She assists the restaurant manager in doing the sales call
for the restaurant
 She should be well versed with the current affairs and the
state laws pertaining to restaurant such as dry

5. Physical appearence
o Neat, clean and Crisp uniform
o Finger nails should be clean and trimmed.
o Clean shaved
o Polished shoes
o No jewellery for boys, girls with minimum
jewellary (wedding ring is allowed).
o Hair should be trimmed, girls should tie in
bun.
o Bad mannerism should be avoided.
Attributes of server

6. Qualities of “Service Professional
 Behavioral Traits
Deal with guests with on-going personal concern
Knowledge
o Facts of Area, Restaurant, Food and Wine
Proficiency
 Work to improve skills and add to skill base
Attentiveness
 Knows the “state” of the dining room ( 1 “n”)
Preparedness
Mise en Place
Efficiency
No “empty hands”

7. Qualities of “Service Professional
 Behavioral Traits
 Persuasiveness
 Subtle sale technique to express caring
 Loyalty
 Don’t blame the kitchen; sense of “ownership”; be a team
player
 Honesty
 Guest must be able to trust staff

8. Qualities of “Service Professional”
 Behavioral Traits
 Politeness
 Open doors, pull chairs, give directions,
treatment of fellow staff
 Dependability
 Can your employer count on you?
 Composure
 No idle chit chat. Proper discussion is about
the meal and its service. (host stand hangout)
 Sensitivity
 “read” the guests needs
 Tact
 Guest vs. Chef

9. Salesmanship
A good waiter should be able to sell anything. He / She should be interactive
without being intrusive. Communication skills are of utmost importance.
It is very important to be knowledgeable about the product one is selling.
It is also important to enjoy the job as only then the waiter can make the
guest happy.

10. THANKS
www.hospitalitynu.blogspot.com