Overview:
The Masa Server ensures that all guests have a pleasant and memorable dining experience. By monitoring setup, maintenance, cleanliness and safety of the dining areas, the Masa Server oversees the entirety of the Omakase steps of service. The Server must be timely, efficient, and knowledgeable. Through experience and training, the Masa Server is expected to comply with the Company’s standards for service, to be adaptable, and to strive to progress and grow with the brand.
Primary Responsibilities Include, but not Limited to:
- Inspect dining room, table settings, chairs, floors, proper maintenance, cleanliness and safety, and take immediate action to correct any issues.
- Attend all pre-shift meetings to be aware of the standard menu, VIP menus, and any additional guest experiences and accommodation that you should expect for the night’s service.
- Receive and greet all guests; assist with seating.
- Partake in the entirety of the omakase steps of service as designed by the Company.
- Adjust the omakase steps of service if necessary, according to guidelines provided by ownership and/or General Manager.
- Use best judgment in determining adjustments during service based on guest interaction.
- Diligently observe service and communicate with colleagues to ensure efficiency and thoroughness in service.
- Follow the directive of ownership and/or general manager regarding any sudden changes to service.
- Check tables throughout service for guest satisfaction.
- Anticipate guests’ needs and ensure that service exceeds expectations to ensure a memorable and pleasant dining experience.
- Maintain communication with and support operations leaders.
- Ensure that the opening and closing side work is completed every day, and the dining room supplies are stocked. Report any supply shortages to management.
- Submit all end-of-night reports, such as tips and notes regarding service (if needed).
Customer Service/Guest Experience:
- Know, understand, and implement all aspects of the Company’s steps of service.
- Provide friendly, courteous, and professional service.
- Accommodating, within reason, any guest requests and modifications.
- Be mindful and aware, and understanding all allergies and cross contamination.
- Demonstrate high standard of personal appearance and ensure good personal hygiene and presentation.
- Listening to customer concerns and resolving issues promptly.
- Escalating complex or unresolved complaints to the relevant departments.
- Engage guests during omakase service in a professional and efficient manner.
- Follow the timing of all omakase courses according to the Company’s service standard and adjust according to the guest’s individual experience.
Training:
- Follow training guidelines and enforce Company protocols for all new hires.
- Assist the Company in training newly hired employees when assigned.
- Monitor and report the progress of new hires, maintaining professionalism throughout your assessments.
- When assisting colleagues, provide job-specific oversight and guidance according to Company standards.
- Work closely and mindfully with all colleagues, presenting issues and concerns to the operations and human resources department to address and resolve.
Knowledge, Skills and Abilities Required:
- 5+ years of experience at fine dining restaurant as server.
- Familiar with hospitality industry’s best practices.
- Knowledge and understanding of New York Department of Health standards and protocols.
- Excellent verbal communication skills and interpersonal skills.
- Keen attention to detail.
- Analytical skills - the ability to compare, contrast and quality check work.
- Language skills – Fluency in English is necessary to perform the job.