Guest Experience Lead

Job description

Guest Services Supervisor (Food & Beverage Executive / Captain)

Location :

Otoki Restaurant, Colaba, Mumbai

Otoki is an Elegant Izakaya Inspired Japanese Restaurant located in Colaba.

Job Summary :

Otoki Restaurant is seeking a skilled and service-oriented Guest Services Supervisor to lead the floor operations and ensure exceptional guest experiences. The candidate will be responsible for supervising the front-of-house team, taking and serving orders, ensuring smooth table service, and maintaining high standards of hospitality. This role requires hands-on leadership and the ability to manage all aspects of service efficiently.

Key Responsibilities :

• Guest Service Excellence :
• Welcome and greet guests warmly, ensuring they feel valued throughout their dining experience.
• Assist guests with menu selection, provide recommendations, and address special requests or dietary requirements.
• Serve food and beverages professionally and ensure tables are cleared promptly and neatly.
• Handle guest complaints or concerns promptly and escalate them to the manager when necessary.
• Team Leadership :
• Supervise and guide the service team, including stewards and waiters, to deliver consistent and exceptional service.
• Conduct pre-shift briefings to share daily specials, promotions, and important service notes.
• Lead by example, demonstrating professionalism and efficiency in all service aspects.
• Operations Management :
• Oversee table assignments, reservations, and the smooth flow of service on the floor.
• Ensure proper table setup, cleanliness, and adherence to restaurant standards before, during, and after service.
• Coordinate with the kitchen and bar staff to ensure timely and accurate order delivery.
• Serving and Clearance :
• Take food and beverage orders accurately and ensure proper service to guests.
• Clear tables systematically and assist in resetting for the next guests.
• Ensure all serving and clearance activities are performed with attention to detail and in a timely manner.
• Sales and Upselling :
• Promote daily specials, beverages, and desserts to guests to enhance their dining experience and achieve sales targets.
• Maintain knowledge of the menu and confidently suggest pairings or add-ons.
• Compliance and Standards :
• Ensure compliance with health, safety, and hygiene standards at all times.
• Regularly inspect the dining area to maintain a clean, organized, and appealing environment.

Qualifications :

Proven experience as a Captain or in a similar role within a restaurant.

Hands-on experience with table service, including serving and clearance.

Strong communication, interpersonal, and multitasking skills.

Knowledge of Japanese or Asian cuisine is a plus but not mandatory.

Key Traits :

A professional, approachable, and team-oriented demeanor.

Attention to detail and a proactive approach to guest needs.

Ability to work under pressure in a fast-paced environment.

Willingness to work flexible hours, including evenings, weekends, and holidays.

What We Offer :

Competitive salary and benefits including Service Charge and Tips.

Opportunities for professional growth within a dynamic team.

A supportive and collaborative work culture.

Job Type : Full-time

Benefits :

Food provided

Health insurance

Provident Fund

Schedule :

Fixed shift

Rotational shift

Supplemental Pay :

Yearly bonus

Work Location : In person

Expected Start Date : immediate