JOB TITLE: Lead Server
REPORTS TO: General Manager
As a Lead Server at Winnie & Ethel's Downtown Diner (W&E), you play a pivotal role in ensuring exceptional guest experiences. Your leadership, attention to detail, and exemplary service skills set the tone for our dining establishment.
ACTIVITIES & RESPONSIBILITIES
Guest Relations: Welcome guests with a warm and friendly demeanor, ensuring their comfort and satisfaction throughout their dining experience.
Team Leadership: Provide guidance and support to the server team, ensuring smooth service operations during shifts.
Order Management: Accurately take orders, relay them to the kitchen, and coordinate food and drink service timing.
Service Excellence: Set an example of outstanding service by attending to guests' needs, resolving issues promptly, and maintaining a high level of professionalism.
Table Maintenance: Oversee table setups, ensuring they are clean, properly arranged, and well-stocked with essentials.
Menu Knowledge: Possess a comprehensive understanding of the menu, including ingredients and preparation methods, to assist guests with their selections.
Training: Assist in the training and onboarding of new servers, helping them learn the ropes and uphold W&E service standards.
Shift Management: Collaborate with the management team to ensure smooth transitions between shifts, including opening and closing duties.
Upselling: Encourage guests to explore additional menu items and specials, enhancing their dining experience and restaurant revenue.
- Cash registers, Point-of-sale (POS) terminals, POS software, and workstations.
- Personal computers, tablets, smartphones and/or handheld devices.
- Software: Web applications for time clock management and time off requests, and end-of-shift server revenue close-out procedures.
FLOOR MANAGER SCORECARD
NOTE: Here's how we'll assess your progress and determine your success during your initial 90 days at W&E Downtown Diner. This approach ensures that all expectations are laid out clearly from the start. By presenting everything in a comprehensive manner, you'll have a full overview of what's required and what skills are essential for the role. Our goal is to provide you with a vivid understanding of the job's scope and responsibilities. This approach will help us establish a strong foundation for your journey here.
LEAD SERVER’S MISSION
As a Lead Server at Winnie and Ethel's Downtown Diner, your mission is to lead and motivate the front-of-house server team to consistently deliver an exceptional dining experience and accurately complete end-of-shift close-out procedures. You will play a pivotal role in maintaining seamless operations and ensuring that our guests receive top-notch service.
Hiring & Training: Support the Head Chef, CEO, and General Manager in evaluating potential front-of-house staff candidates and ensure all front-of-house staff have completed and demonstrated mastery of positional training before the first day of business/independent work.
Consistency & Excellence in Service Delivery: Under the direction of the General Manager, review and master tableside greeting, service, and closeout procedures and standards; menu item details, order specifications, and modifications, guest send back and complaint procedures, and pre- and post-shift opening and closing procedures.
Food and Alcohol Service, Cleanliness & Safety Standards: Ensure that all food and alcohol service, cleanliness, and safety standards, as defined by regulating bodies and the Head Chef, are upheld 100% of the time by completing required guest identification checks and daily pre- and post-shift checklists, and promptly notifying the General Manager or Head Chef of any safety concerns as they arise.
Timeliness & Preparedness: Arrive at least (5) minutes before your scheduled start time and begin work on time and fully prepared 100% of the days you are scheduled. Ensure that FOH staff under your supervision do the same.
Daily Server Shift Close Outs: In collaboration with the General Manager and using standard operating procedures provided, complete daily server shift closeouts, verifying and reconciling revenue collected, tip share contributions, and other reporting data as requested. Achieve 100% reconciliation accuracy daily.
Restaurant Service Expertise: Demonstrate a deep understanding of best practices in full-service restaurant pre- and post-shift practices and guest service.
Leadership: Lead, inspire, and mentor the front-of-house team to consistently exceed guest service expectations while embodying the company's values of efficiency, fairness, happiness, respect, and contribution.
Attention to Detail: Ensure consistency and perfection in tableside greeting, food service, and guest closeout processes.
Adaptability: Thrive in a fast-paced environment, readily adjusting to changing menus, guest preferences, and kitchen dynamics.
Effective Communication: Maintain open communication with the culinary team and front-of-house staff to ensure seamless service.
Problem-Solving: Employ analytical thinking to address challenges and seize opportunities, making well-informed decisions.
- Clover POS System for FOH Ticket Input, Modification & Close Out Procedures, and Server Close Out Procedures
- Time Clock System for FOH Labor Monitoring
- Basic Algebra Including Addition, Subtraction, Multiplication, and Division.
REQUIREMENTS + QUALIFICATIONS
- High school diploma or equivalent.
- +5 years server or lead server experience in a high-volume, full-service restaurant.
- Leadership skills to motivate and guide the service team under the direction of the Head Chef and General Manager.
- Ability to handle high-pressure situations and maintain a calm and cordial demeanor with staff, guests, vendors, and the community.
- High attention to detail to ensure seamless execution of guest service operations.
- Physical ability to stand for extended periods, bend, and lift up to 50 lbs repeatedly.
- A positive attitude and a willingness to learn and grow within the role.
- Flexibility to work evenings, weekends, and holidays as required.
- Must have a current SNHD Food Handler card.
- Must have a current TAM card.
This is a full-time position based on business needs, with flexibility required based on peak service hours and special events. We offer competitive compensation and a positive work environment where you can contribute your skills and learn from a talented team.
ABOUT WINNIE & ETHEL’S
Modeled after the iconic, round-the-clock American eatery of the 1940s, Winnie & Ethel’s Downtown Diner draws upon the rich history and legacy of Las Vegas’ Huntridge Theater and neighborhood. Chef Aaron Lee and CEO Mallory Gott named the restaurant after his grandma Winnie and her great-grandma Ethel whose warm, loving kitchens were always open.
One of six finalists chosen from nearly 90 submissions to compete in Dapper Companies’ The Great Las Vegas Coffee Shop Giveaway – Winnie & Ethel’s was announced the winner of the Huntridge Shopping Center location and $950,000 contest award package in May 2022 and will be opening its doors in fall 2023 to deliver delicious food in an astonishing space, creating a welcoming place where the downtown Las Vegas family can gather, break bread, and forge bonds that build community—any time of the day or night.