Server/Captain

GITANO was born in Tulum. At Pier 17 it's a restaurant, bar, and nightlife destination on the East River, alongside Club Bohemia. Big room. Big energy. Guests come for dinner and stay for the night.

Position Summary

The Floor Captain is responsible for overseeing the execution of service within their assigned section or designated floor area, ensuring consistent hospitality standards, efficient operations, and a seamless guest experience. This role serves as a leader on the floor, supporting servers and support staff, coordinating service flow, communicating with management, and ensuring that all service standards and operating procedures are followed. The Server Captain is expected to lead by example, maintain strong situational awareness, and take ownership of the overall guest experience and operational performance within their assigned area.

Essential Duties and Responsibilities

• Lead service execution within the assigned section or floor area, ensuring all guests receive attentive, professional, and timely service.

• Oversee servers and coordinate with bussers, food runners, bartenders, and other support staff to maintain smooth service flow.

• Ensure all steps of service are executed consistently and according to established restaurant standards.

• Maintain awareness of table status, pacing, timing between courses, guest needs, and overall section performance.

• Communicate proactively with the kitchen, bar, management, and support teams to coordinate orders, special requests, dietary restrictions, and service timing.

• Ensure accurate order entry, proper course firing, food and beverage delivery, and appropriate table maintenance.

• Monitor the quality, presentation, and accuracy of food and beverage items before they reach guests, addressing discrepancies promptly.

• Anticipate guest needs and resolve service issues professionally, escalating complaints or service recovery situations to management when appropriate.

• Support the training, coaching, and development of servers and support staff, reinforcing menu knowledge, service standards, and proper operating procedures.

• Assist management in maintaining floor assignments, section rotations, staff positioning, and appropriate service coverage.

• Conduct pre-shift briefings and communicate menu changes, specials, sold-out items, VIP reservations, and relevant operational updates when assigned.

• Ensure side work, opening duties, closing duties, and station maintenance are completed accurately and on time.

• Monitor staff professionalism, grooming, punctuality, teamwork, and adherence to restaurant policies.

• Maintain awareness of sales opportunities and encourage appropriate food and beverage recommendations without compromising the guest experience.

• Assist with guest billing, payment processing, and checkout procedures as needed.

• Maintain a clean, organized, and professional dining room throughout the shift.

• Communicate operational challenges, guest feedback, staffing concerns, and service performance issues to management promptly.

• Take ownership of assigned responsibilities and support the overall success of the restaurant beyond the immediate section when necessary.

• Adhere to all food safety, sanitation, alcohol service, cash-handling, and restaurant operating procedures.

Qualifications

• Previous experience in an upscale, high-volume restaurant required.

• Prior experience as a server, lead server, captain, or floor supervisor strongly preferred.

• Strong knowledge of food and beverage service, menu presentation, and established steps of service.

• Demonstrated leadership, communication, and problem-solving skills.

• Ability to manage multiple priorities and make sound decisions in a fast-paced environment.

• Strong attention to detail, organization, and time management.

• Ability to coach team members while maintaining professionalism and accountability.

• Flexible availability, including evenings, weekends, and holidays.

Performance Expectations

The Floor Captain is expected to lead by example, maintain control and awareness of the assigned floor, ensure consistent execution of service standards, and hold the team accountable for operational readiness and performance. This role requires proactive communication, strong teamwork, urgency, attention to detail, and the ability to identify and address service issues before they affect the guest experience.

The Floor Captain is responsible for ensuring their assigned area operates efficiently, service standards are consistently upheld, and all team members work together to deliver an exceptional guest experience. The position supports management in maintaining operational consistency, staff accountability, and overall restaurant performance.