Position Title: Lead Server
Reports To: General Manager
Position Summary:
The Lead Server serves as a working leader who sets the standard for guest service, teamwork, and operational excellence. This position is responsible for providing exceptional service to guests while supporting the management team in training, coaching, and guiding servers during daily operations. The Lead Server helps ensure smooth service, resolves guest concerns, and promotes a positive, high-performance culture.
Key Responsibilities:
Guest Service Excellence:
- Deliver outstanding hospitality and create memorable guest experiences.
- Greet guests promptly and professionally.
- Ensure food and beverages are served accurately and efficiently.
- Anticipate guest needs and respond proactively.
- Resolve guest concerns quickly and professionally, escalating issues when necessary.
- Maintain a positive and welcoming atmosphere at all times.
Leadership & Team Support:
- Serve as a role model for all service team members.
- Assist with onboarding and training new servers.
- Coach team members on service standards, menu knowledge, and guest interaction.
- Provide real-time support during busy shifts.
- Help maintain a positive, accountable team culture.
- Communicate operational updates and priorities to team members.
Operational Excellence:
- Assist with opening and closing duties.
- Ensure dining room cleanliness and organization standards are maintained.
- Monitor table turns and seating flow to maximize efficiency.
- Verify service stations remain stocked and organized.
- Support managers in executing company procedures and standards.
- Assist with shift readiness and pre-shift meetings.
Food Safety & Compliance
- Follow all food safety and sanitation standards.
- Ensure proper handling of food and beverages.
- Maintain compliance with local health department requirements.
- Promote a safe working environment for employees and guests.
Performance Support
- Monitor service quality throughout each shift.
- Identify opportunities for improvement and communicate them to management.
- Assist in reinforcing company policies and service expectations.
- Support sales-building initiatives, promotions, and suggestive selling efforts.
Qualifications:
Required:
- Minimum 3 years serving experience.
- Strong guest service skills.
- Excellent communication and interpersonal abilities.
- Ability to work in a fast-paced environment.
- Dependable attendance and punctuality.
- Ability to lead by example.
Preferred:
- Previous trainer or leadership experience.
- Knowledge of POS systems.
- Experience in a high-volume restaurant environment.
Knowledge, Skills & Abilities:
- Leadership and coaching skills.
- Conflict resolution and problem-solving abilities.
- Strong organizational skills.
- Ability to multitask effectively.
- Positive attitude and professional appearance.
- Strong sense of urgency.
- Ability to motivate and influence others without direct authority.
Physical Requirements:
- Ability to stand and walk for extended periods.
- Ability to lift and carry up to 25 pounds.
- Frequent bending, reaching, and carrying trays or supplies.
- Ability to work weekends, holidays, and peak business periods.
Success Measures:
- Consistently delivers exceptional guest experiences.
- Maintains strong guest satisfaction scores and positive feedback.
- Helps develop and retain high-performing servers.
- Demonstrates leadership during busy shifts.
- Supports smooth restaurant operations and teamwork.
- Embodies company values and service standards every day.
Leadership Expectations:
Lead from the floor, not from the sidelines. The Lead Server is expected to be the example others follow through professionalism, urgency, positivity, hospitality, and teamwork. This position serves as a pipeline for future supervisory and management opportunities within the company.