The Oak - Server

Job description

The Oak Server is responsible for providing exemplary service at the Ojai Valley Inn specifically surrounding the Oak Restaurant. Duties include; host/welcoming guests and seating, taking drink and food orders, wine service, water service, clearing and resetting tables, and working with a team of other associates to ensure that all guests needs and expectations are met. The Oak Server is ideally positioned to enhance the guest experience and plays an essential role in the resort’s goal of exceeding high guest expectations. Remaining constantly aware of the restaurants’ environment, engaging with guests, anticipating their needs and taking initiative to improve their experience. The Oak Server is to follow all luxury standards, correct ringing of orders to insure correct billing, and breakdown/reset of dining areas after times of service. STANDARD SPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other associates or guests. SKILLS AND QUALIFICATIONS: Essential: • One year in a restaurant environment. • Possess a positive, outgoing and friendly Personality. • Ability to follow the OVI standards of Presentation. • Ability to follow the OVI standards of Body Language. • Ability to follow the OVI standards of Verbiage. • Ability to work cohesively with other employees as part of a team. • High school graduate. • Reading, writing, and oral proficiency in the English Language. • Ability to work a flexible work week including weekends and holidays. • Excellent people skills. • Ability to communicate in English with guest/visitors, vendors, media/publication contacts, community contacts, industry contacts, management and co-workers to their understanding. • Ability to perform basic mathematical computations. • Verbal and writing skills. • Ability to work productively with other operating departments. • Ability to handle obstacles in a positive and professional manner, and to effectively communicate these problems, along with suggested solutions to the Manager. • Maintain professional appearance, behavior, integrity, and openness to employees and guests. • Ability to prioritize and organize work assignments. • Ability to follow directions. • Be active in the role of safety and security. Be cognizant of all emergency-reporting procedures. • Ability to be a clear thinker, analyze and resolve problems exercising good judgment. • Ability to focus attention to details. • Ability to remain calm and courteous in demanding and difficult customer situations. • Ability to work weekends, holidays, and have a flexible schedule when business requires. • Knowledge of the OVI’s philosophy and practices. • Ability to provide clear and pleasant telephone communication to all callers. • Knowledge of hotel’s standards, policies and procedures. • Ability to work cohesively with other departments as part of a team. • Ability to maintain discretion and confidentiality of all guests and pertinent Inn information. ESSENTIAL JOB FUNCTIONS: This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor. 1. Demonstrate knowledge of The Ojai Valley’s practices, culture, terminology, organizational structure, and general philosophy. That philosophy should be portrayed in the professional appearance, behavior, integrity, openness and accessibility to employees and guests. 2. Maintain a friendly yet unobtrusive manner with all guests throughout their dining experience. 3. Promote teamwork and foster a harmonious working climate. 4. Recognize and address potential intoxicated, disruptive or undesirable guests. 5. Properly handle and report employee guest accidents. 6. Respond properly to any hotel emergency or safety situation. 7. Perform other tasks or projects as assigned by the supervisor, manager, or resort management. 8. Offer guests of the Oak an enjoyable, expertly served beverage/dining experience conforming to Service and Training Manual: 9. All associates must endeavor to actively greet guests, smile, make eye contact and speak clearly in a friendly manner as they enter the public dining area 10. Set up Mise en Place i.e. follow checklist, clean menus, have server book and pens ready, etc. 11. The Opener must ensure that all areas are prepped for the day. 12. The assigned station is the Server’s “stage” for the shift and they must take pride and ownership of it. Each table in a server’s station must be thoroughly proofed by the assigned server and coordinate with coworkers, bussers and managers for the shift. 13. The Server must always have their “tools of the trade” on their person during shift. 14. The hut, server stations and Back of House areas must remain a neat, clean and organized environment at all times during the shift. 15. Each Server must always practice a “clean as you go” philosophy throughout their shift. 16. Servers are to be on the floor taking care of their guests and not standing in the wait station, hut or outside talking to each other. 17. The Server will greet the guest in an upbeat and professional manner. Introduce yourself and utilize the information given to them by the host throughout the dining experience.. 18. The Server will speak in a calm, unrushed manner to best reflect a fine dining environment. 19. Server must confirm the number of people in the party, highlight the reservation name and identify the host. 20. The Server must inform the guest of their assigned server’s name. 21. If applicable, the Server will wish the guest a pleasant day before departing 22. The Server seating the guest will pass on any applicable special request information to the assigned Server (if applicable). 23. The Server must approach the table within 1 minute of the guest being seated or coordinate with a server assistant to greet the guest. 24. If the Server is unable to greet the guest within 1 minute, they must always acknowledge them. 25. The Server must greet all parties by name, prior to taking orders. 26. As they approach the guests table, the Server will smile, make eye contact and speak in a pleasant, calm voice. 27. The Server will greet the guest by name in an upbeat and professional manner. 28. The Server must use the guest’s name frequently during the conversation. 29. The Server will give a brief overview of the menu selections. 30. The Server must describe the daily specials from memory, to every guest in an elegant manner. 31. The Server will acknowledge dietary restrictions and allergies before taking a food order. 32. When taking the guest’s order, the Server must write down the order onto their Captain’s Pad. 33. The Server must first suggest an alcoholic beverage. 34. The Server must inquire about the guest’s choice of beverage. 35. The Server must ask for the guest’s appetizer order. 36. The Server must ask for the guest’s choice of main course. 37. The Server must secure all temperatures and applicable modifiers when taking the order. 38. The Server must memorize their favorite menu items from each category and be able to passionately explain why they are their favorites. If the guest seems unsure or open to suggestion, the Server must recommend their favorite menu items to the guest. Suggestive selling. 39. The Server must memorize their favorite draft beers and wines along with optimal food pairings and be able to passionately explain why they are their favorites. 40. If the guest only orders soft drinks, the Server will gently suggest a draft beer or glass of wine that pairs well with their entrée. 41. The Server must confirm the order by reading the entire order back to the guest. 42. The Server must wait for the guest to confirm the order before proceeding to the next step. 43. The Server must thank the guest(s) before departing. 44. When prompted for “Covers” by the POS system, the Server will enter the appropriate number of guests. 45. The Server must ring in the order by course into the POS system. 46. The Server must arrive with the beverages within 7 minutes of ordering and serve them from the right hand side ensuring ladies are served first. 47. The Server will treat their entire station as one table and serve them in one cycle of service to maximize their efficiency and productivity. 48. Servers must remain professional and efficient at all times during service. 49. The Server will always serve from the right, clear from the right and pass from the left. 50. The Server will always serve the ladies first. 51. The first course must arrive within 8 minutes of ordering. 52. The Server will pass any sauces and offer fresh ground pepper from the left, when applicable. 53. The Server will remove any soiled/empty dishes and cups before the food is served. 54. There must be no more than 10 minutes between the removal of one course and the arrival of the next. 55. The Server must notify the Manager immediately if the order is starting to take too long. 56. During the meal, the server will offer fresh beverages when the previous ones are 2/3rds empty. 57. Bottomless beverages must never be allowed to become empty and must remain full until the guest departs 58. Empty beverage glasses and cans must be removed promptly. 59. Table trash must be removed promptly. 60. During the meal the Server must periodically check that everything is prepared to the guest’s satisfaction and ask if they need anything further. 61. The Server must remove all food plates, flatware, empty beverage glasses and food condiments after all guests have finished their main course. 62. Upon completion of the main course all that should remain are the beverages being consumed. 63. The Server must attempt to sell desserts to every table. 64. The Server must deliver the dessert within 5 minutes of ordering. 65. Once the guests have finished all courses, the Server must clear the table of all used and unnecessary items. All that should remain are the beverages being consumed. 66. The Server will offer coffee, tea or after dinner beverages to coincide with the dessert course. 67. The Server must inquire about any additional offerings before presenting the check. 68. The Server will write the guest’s last name on the “Print Name” line of the check and present the bill promptly. 69. When presenting the check the Server must ask the guest if they will be signing it to their room. 70. If the guest will be signing the charge to their room, the Server must ask the guest to please sign their name and print their room number on the check. 71. The Server will wish the guests a fond farewell before they depart and insure proper close out of check. 72. The Server must make sure tender amount is correct, discounts are properly authorized and documented, F&B comps are signed by the MOD, all void reasons are logged and signed by the MOD and the tip is entered in correctly. 73. Each server is responsible for the appearance of their station before they leave. 74. Each Server must ensure that they complete their closing Side Work duties daily and MUST check out with MOD.