Restaurant Server/Supervisor

Restaurant Server/Supervisor - The Cliffs Hotel & Spa

The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast. Come to work every day to beautiful ocean views of Pismo Beach! Be part of a team known for outstanding customer service that creates lasting, happy memories for all our wonderful guests.

The Cliffs Hotel & Spa is a locally owned business and proud supporter of our local Central Coast Community, providing donations and hosting community-focused programs throughout the year including free and philanthropic events. We love our employees - we host employee appreciation events, offer daily discounted lunches from our restaurant, and offer special hotel benefits.

Marisol at The Cliffs Hotel & Spa is continuously growing and expanding! We are seeking a gracious, detail-oriented, and motivated full-time Restaurant Server/Supervisor who can create a sense of luxury while engaging with guests in a fast-paced environment. We look forward to connecting with you!

Position Summary:

The Restaurant Server/Supervisor is responsible for ensuring staff is exceeding all guests' expectations in the Restaurant, Bar, In-room Dining (IRD), and Pool Service, and will act as either a Server or a Supervisor depending on the needs of the business. Contributes to a positive work environment, leads by example and adheres to Cliffs Mission, Values, Three Golden Rules, and Forbes Standards. Helps manage daily operations, and ensures staff is appropriately equipped to perform at their best through observing, coaching, and correcting.

Essential Functions of the job

Server-

• Acts as Lead Server when directed
• Must be available 3 shifts per week minimum
• Must be available to work weekends, nights, and holidays
• On site work required
• Welcomes guests with a polite and genuine attitude, using the guest's name, within 1-2 minutes after seating with water service
• Engage with guests in an articulate manner, using correct verbiage and avoiding slang and use of phrase-fragments
• Asks each guest about dietary restrictions, preferences, or allergies; or proactively acknowledges these if previously been made known
• Demonstrates genuine interest in each guest, personalizing the dining experience consistently and respectfully
• Guides guest through the ordering process, sharing knowledge and details of menu items (taste, texture, preparation, presentation), providing menu recommendations based on the needs of the guest
• Takes initiative to deliver anticipatory service, automatically providing or offering items to meet the guests' needs (refills, condiments, dessert, etc.)
• Delivers on guest requests, offering appropriate alternatives if original request can't be satisfied
• Shares local expertise when making recommendations to guests through providing first-hand knowledge and testimony, providing directions and transportation options when appropriate
• Serves the meal in a timely manner, using guests' name without asking who ordered what using seat numbers; acknowledges previously known dietary restrictions, preferences, or allergies
• Reacts to any and all guest complaints in a timely, discreet and professional manner; offering appropriate alternatives to difficult requests in partnership with the Restaurant Manager
• Keeps a consistent pace of each meal by coursing their service in the POS, ensuring the guest does not have to wait for or request steps of service, and each dining experience is without excessive delays or interruptions
• Closes out each dining experience with using the guests' name, a thank you, and a warm wish
• Communicates pleasantly and courteously with guests, management and co-workers
• Assists as needed to maintain standards of appearance, sanitation and service in all areas of the restaurant
• Complies fully and consistently with all the hotel and restaurant conditions of employment and standards of uniform, grooming, personal hygiene, and safety
• Performs all other tasks as directed by manager

Supervisor -

• Manages daily operations of Front of House outlets, including Dining Room, Bar/Lounge, Pool, and IRD
• Leads by example with higher standards of service, which includes upholding The Cliffs' Mission and Values and Forbes Standards
• Supervises and provides direction to staff to ensure service standards are exceeded in order to achieve restaurant goals
• Ensures proper staffing of the restaurant, covering shifts as necessary
• Is a visible presence in the Dining Room, Lounge, IRD and hotel; be accessible for any guest at any time
• Keeps a sharp eye on restaurant details and overall cleanliness of operation, reacting quickly
• Assists conducting daily pre-shift meetings for staff education and communication of policies and procedures.
• Ensures all staff engage with guests politely and appropriately using proper verbiage, avoiding slang and phrase-fragments, observing & correcting in the moment
• Act as lead trainer for all service staff, teaching and testing to ensure all standards are executed consistently
• Coaches staff fairly and effectively to ensure a quality guest experience, including but not limited to guest name usage, employee time and attendance, personal appearance and adherence to uniform policies
• Solicits guest feedback with a genuine sense of interest and concern to understand needs and wants of customers, demonstrating anticipatory service when appropriate, taking immediate corrective action when guests' needs are not met
• Reacts to any and all guest complaints in a timely, discreet and professional manner; offering appropriate alternatives to difficult requests
• Maintains consistent and complete working lines of communication with Front Desk staff and Hotel Management for all guests' special needs and requests
• Maintains positive working relationships with all vendors
• Ensures exceptional service is delivered to any in house groups or VIPs in partnership with Front Office and Sales teams
• Consistently reviews operations and staff to identify any problems, concerns or opportunities for improvement, communicating to Food & Beverage Operations Manager
• Follows all Hotel and Restaurant policies and procedures, including those for cash handling and safety/security.
• Supervises the restaurant to ensure standards are met in food quality, safety and cleanliness; including sanitation of all front of the house areas, back of the house work areas, storerooms and waste management storage areas.
• Assists in emergency and security procedures as directed by the employee manual and the established emergency plan
• Ensures staff is properly distributing waste into recycle and compost bins
• Performs other tasks as assigned by manager

Qualifications:

• Able to work very well under stress
• Able to work varied shifts, weekends, nights, and holidays
• Able to maintain absolute professionalism while working with many personality types
• Speak absolute fluent English

Physical Requirements:

• Able to continuously stand for extended periods of time (up to 8 hours)
• Able to lift 50 pounds

Education, Experience, Skills:

• At least High School Diploma, culinary school or college degree preferred
• 1-2 years of experience supervising a high end, hospitality related, staff
• Must have valid Responsible Beverage Service training & ABC exam, or be willing to complete upon hire
• Good knowledge of culinary art
• Good knowledge of wine, especially local
• Excellent knowledge of Forbes service standards

This job description is not a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.