Captain

The Captain is the primary on-floor service leader and guest-facing ambassador of the restaurant, responsible for overseeing the dining room experience from arrival through departure. This role sets the pace and service standards for each guest, aligning with Walker Hotel's brand and reputation and setting the tone for hospitality and professionalism.

Modern in approach yet grounded in classic New York hospitality, the Captain is responsible for all experiences at the table. Supported by servers and back servers, the Captain ensures that all steps of service are executed. The Captain has extensive knowledge of the menu and all beverages and wine. The Captain may also be a sommelier.

REPORTING STRUCTURE

Reports to: Restaurant General Manager

Direct Oversight: Servers and back servers

Works closely with: Servers, Bartenders, Expo, Beverage Leadership, and Restaurant Management

CORE RESPONSIBILITIES

Guest Experience & Hospitality Leadership

The Captain is accountable for the overall tone and quality of the guest experience.

• Establish rapport with guests through warmth, recognition, and confident communication

• Personally manage VIP guests, repeat clientele, and special reservations

• Set and manage guest expectations in terms of food and beverage flow.

• Handle guest recovery situations with professionalism and discretion, escalating when appropriate

• Maintain strong, visible presence on the floor throughout service

· Clearly able to dictate the menu concept and all menu nuances.

Dining Room Oversight & Service Flow

The Captain manages service execution in real time to protect service quality and pacing.

• Monitor reservations, walk-ins, table turns, and dining room balance

• Coordinate closely with the Maitre ‘ D and servers and back server.

• Identify bottlenecks or service challenges and adjust floor strategy accordingly

• Support pre-shift planning and reinforce service priorities during service

• Maintain awareness of kitchen and bar pacing to align guest experience expectations

Server Team Leadership & Development

The Captain directly leads and develops the server and back server team

• Maintain familiarity with VIPs, repeat guests, and high-profile clientele

• Exercise discretion and professionalism with sensitive or high-visibility guests

Wine Knowledge & Beverage Support

The Captain supports the beverage program through informed, guest-facing service.

• Assist guests with wine selection and general beverage guidance as appropriate

• Support servers with wine service standards and guest questions

• Coordinate with beverage leadership on guest preferences and feedback

• WSET Level 1 or equivalent wine knowledge preferred, but not required

• This role complements the beverage program without functioning as a dedicated sommelier

Standards, Presence & Professionalism

The Captain sets the tone for the dining room through presence and example.

• Maintain a polished, professional appearance consistent with a hotel environment

• Model calm, confident leadership during high-volume service

• Uphold Walker Hotel service standards through example and reinforcement

• Ensure all side work is done. All service areas are per presentation.

TRAINING, GROWTH & CAREER DEVELOPMENT

Walker Hotel is committed to developing talent and supporting long-term career growth. The Captain is expected to participate in ongoing training, accept feedback, and contribute to the development of the front-of-house team. This role offers continued leadership growth opportunities within the organization based on performance and operational needs.

SCHEDULE & AVAILABILITY

This is a hospitality leadership role within a hotel restaurant that operates year-round. Schedules may include nights, weekends, and holidays based on business needs. Scheduling will align with availability approved by management at the time of hire, with flexibility required to support service and guest experience priorities.

ROLE NOTES

• This role functions as the primary on-floor hospitality leader and guest-facing ambassador

• This position does not replace restaurant management but operates as a senior service leader

• Presence, discretion, guest recognition, and leadership are critical to success

This is an hourly plus tips position