Head Server

Looking for an experienced FOH lead server to be a key position leading staff and providing excellent service to our guests.

This would be an ideal position for someone with 5+ years in service who is looking for a permanent position with a closely integrated team most of whom have worked together since the opening of Fonda Balam 2.5 years ago.

**JOB DESCRIPTION - LEAD SERVICE EMPLOYEE**

**Responsibilities**_ **(include but are not limited to the following)**_

**Vision, Values, Culture and Industry**:

- Continually provide exceptional hospitality to all guests, staff, and partners in trade
- Offer thoughtful, humble and engaging service while actively contributing to **FONDA BALAM **day-to-day operations
- Continually offer a comfortable workplace for colleagues, and take tremendous pride in **FONDA BALAM** food, beverage, programming and hospitality provided
- Strive to inspire and educate hospitality professionals by using genuine and continuous growth-driven learning techniques
- Discover impactful opportunities for self-expression and initiatives within hospitality
- Practice radical empathy and care while rewarding, recognizing, and saturating yourself in the love for people, food, wine, and performance
- Commit to unexpected delight. Go out of your way to create memorable and everlasting positive experiences

**Leadership and Communication**:

- Maintain an in-depth knowledge of food and beverage on offer to ensure a high standard of service for guests
- Ability to deal with high pressure environments while maintaining a standard set by management and yourself
- Maintain athletic composure throughout service by organizing yourself and your station for success each service
- Set goals to achieve success short term and long term
- Check identification of guests to ensure legal drinking age laws are being complied with
- Serve guests one-on-one or in groups in a friendly, professional and knowledgeable manner
- Maintain daily cleanliness and sanitation of your service areas, equipment and your appearance
- Uphold health and safety protocols in accordance with internal policies, as well as recommended personal hygiene practices outlined by the Ontario health ministry, Health Canada and WHO
- Strong and effective communication with Kitchen Manager, Head Chef and General Manager
- Report and relay pertinent information regarding the operations to the management team in a swift and timely manner
- Positively direct staff, where needed, and ensure there is a level of accountability on the floor at all times
- Assess staffing requirements on a continuous basis, to identify current and future needs
- Manage scheduling and availability of FOH staff
- Oversee POS system and ensure all programming and merchandise is successfully on sale and available for purchase
- Provide POS training to staff and ensure its smooth operation across the store
- Monitor washroom checks and supplies and oversee cleaning and scheduling
- Establish a customer-focused culture, ensuring staff are friendly, professional, welcoming and helpful to provide a high standard of service
- Make Head Chef and Director of Operations aware of any customer complaints to do with food or beverage
- Ensure that all customer queries and complaints are dealt with professionally, promptly and adhere to internal protocols and guidelines
- Responsible for staff hiring, training, development and succession planning
- Set individualized objectives for staff and conduct regular performance reviews
- Responsible for creating, communicating and confirming bi-weekly staff schedules for all salaried and hourly employees and for finding replacements for staff/shifts as needed
- Monitor and review employee hours, including punctuality (clocking in and out hours), breaks, time off and vacations

**Required Experience**
- Professional and personable; exceptional guest relations skills
- 5+ years of experience in service roles within the food industry
- Knowledge of safety, sanitation and food handling procedures
- Strong attention-to-detail and organizational skills
- Smart Serve certificate is required

**Required Skills**:

- Management of space and time is essential
- Exceptional interpersonal skills
- Ability to conduct one’s self calmly and effectively under pressure
- Solutions and detail-oriented individual with a high degree of professionalism
- Fast-paced independent worker who enjoys a fast-paced environment and varied responsibilities
- High energy, personable and team-oriented collaborator
- Seeks new demanding challenges
- Passionate about food, restaurants and customer service
- Computer literacy and comfortable operating PCs and POS systems (Square)
- Proficient in Google Apps, Skype, Excel, Word, Outlook and PowerPoint

**Physical Demands**
- The employee is required to stand for extended periods of time (10 hours) as well as walk, bend, stoop, climb, balance, kneel and crawl
- The position requires working feel with fingers and visually inspect