Shift Lead at Long Hospitality

Position Summary

The Floor Captain leads the front-of-house during service, ensuring smooth pacing, consistent hospitality, and seamless communication between FOH, BOH, and management. This role combines service excellence with operational awareness — managing the floor, supporting servers and hosts, and resolving guest issues with professionalism and warmth.

Key Responsibilities

• Act as floor lead during service, managing guest flow, pacing, and table turns.
• Support FOH staff to ensure all guests are greeted, seated, and served efficiently.
• Monitor dining room sections for cleanliness, table readiness, and pacing.
• Anticipate and resolve guest concerns before they escalate; handle comps or service recovery with discretion.
• Coordinate with expo and BOH to ensure ticket flow and service timing remain balanced.
• Oversee side work, table setups, and closing duties for FOH team.
• Conduct pre-shift meetings, communicate menu changes, 86s, and special notes to team.
• Train new FOH staff on service standards, menu knowledge, and guest engagement.
• Track and report service issues, guest feedback, and operational notes to management.
• Lead by example with consistent professionalism, tone, and presence on the floor.

Skills & Qualifications

• 1–2 years of leadership or senior server experience in a full-service restaurant.
• Deep knowledge of Liu’s Café menu, ingredients, and service flow.
• Excellent communication and conflict-resolution skills.
• Strong situational awareness and ability to multitask under pressure.
• Food Handler’s Certification required; Responsible Beverage Service (RBS) certification preferred.
• Warm, guest-first demeanor with ability to coach peers constructively.

Performance Metrics

• Guest satisfaction and feedback (in-person or digital).
• Service pacing and table-turn efficiency.
• Team compliance with service and cleanliness standards.
• Accuracy of communication between FOH and BOH.
• Leadership presence and reliability during service.