Hilton Garden Inn Haymarket Historic District 
Job Description

RHT / Server 

Job Summary: 

The Server is responsible for ensuring a fun and entertaining visit for customers in the Red House Tavern providing a warm and inviting welcome experience and a superlative food and beverage experience.   

Supervisory Responsibilities: 

• None 

Duties/Responsibilities: 

• Contributes to the departmental and property monthly goals for guest satisfaction scores by doing the job right the first time and giving exemplary service that goes above and beyond guest expectations.  This is Job One for all team members.   
• Sets restaurant for service. Stocks and maintains side stations. Rolls napkins. Makes sure each table is clean and set perfectly including, silverware, glasses, napkins, salt and pepper shakers, and other tabletop items.  Makes sure sugar caddies and condiments are ready to go.  Makes sure floors and furniture are clean.  Superior anticipatory service lies in the preparation.   
• Proficient in reservations platform and making and canceling reservations.  
• Checks to make sure that all tables in their section are clean when turned.  
• Greets customers immediately after they have been seated by the Host or Hostess.  Checks to make sure that utensils, menus, napkins, and other needs have been provided. 

• Engage with the customer and connect with them in an enthusiastic, friendly and professional way.  Use guests’ names when possible.   
• Distributes menus and presents the daily specials. Make food sound appetizing with descriptive words.  
• Provides appropriate service for children, paying them extra attention.  Determine if they need highchairs or booster seats.  Provide bibs, coloring books and colors, or toys to children.  Serve children their meals first, as quickly as possible.   
• Answers questions regarding the menu.  Use sales techniques to help guests maximize their dining enjoyment.  Displays full knowledge of the menu and specials. Knows what is not available or sold out.  Make proactive suggestions and share personal favorites.  Offer choices. Compliment the guests’ choices.  
• Takes food and beverage orders and delivers them to the kitchen. Accommodate special requests when possible.  

• Delivers food, beverages, condiments, and other requested items to customers.  
• Ensures that food is prepared correctly, presented attractively, and to customers’ satisfaction; returns incorrect or improperly cooked orders to kitchen. 
• Anticipate guests’ needs.   This is a key way to provide superior and memorable service. Notice when they look around and stop at their table to assist them. 
• Checks back frequently to ensure guest satisfaction, refilling glasses when less than half full.  Ask specific questions about the food.  
• Takes personal responsibility to rectify guest complaints to their satisfaction. Listen actively to the guest’s complaint or concern, tell them what you are going to do, and then follow through, entering the issue in Quore and taking personal responsibility to ensure the guest is satisfied with the outcome.  Never let a guest leave unhappy.   

• Thank the guests and bid them a fond farewell.   
• Collects plates and clears the table as customers finish their meals. Sell from dessert menu.  
• Prepare takeout items.   
• Prepares customers’ checks in the specified holder and settle them.   
• Thank guests for coming, bid them a fond farewell, and ask them to come back.  Add any notes in the Seven Rooms system that will help service in the future.   

• Clear and set tables in absence of a Server Assistant. 
• Assists with other restaurant tasks such as cleaning the dining area and preparing silverware and condiments. 
• Perform closing sidework, utilizing Closing Sidework Checklist in Quore.  
• Counts out bank and makes deposit at end of shift.   
• Models teamwork at all times, assisting hosts and hostesses with seating, answering the phone or taking reservations.   

• Identifies leads for sales by surfacing information on guests’ companies and reasons to visit and communicate them to Sales using the specified method.   
• Always alert to hazards anywhere observed in the hotel and takes personal responsibility to ensure they are corrected.   
• Makes safety and security a top priority. Is completely trained in competent in all emergency procedures and be ready to take charge in an emergency. Is constantly aware of potential security threats and models If You See Something, Say Something by notifying the Manager on Duty or any other Manager. 
• Maintains regular attendance in compliance with the hotel’s standards, as required by scheduling which will vary according to the needs of the hotel. 
• Wears appropriate brand required uniform and name tag during all scheduled shifts. 

• Performs other related duties as assigned. 

Required Skills/Abilities:  

• Excellent interpersonal and customer service skills. 
• Well-organized with ability to take and place food and beverage orders accurately. 
• Ability to operate point-of-sale systems. 

Education and Experience: 

• Must be at least sixteen years old (at least 21 years old to serve alcoholic beverages). 
• Previous experience as a server preferred. 
• Must successfully complete restaurant’s training course. 

Physical Requirements:  

• Prolonged periods of standing and walking. 
• Must be able to lift, balance, and carry trays of food weighing up to 25 pounds.