Lead Server
retail_hospitality › Front of House · S5 — S5 — Principal Support Specialist · Support
An experienced front-of-house specialist who sets the standard for guest service and mentors other servers during shifts.
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What this role is
An experienced front-of-house specialist who sets the standard for guest service and mentors other servers during shifts. At the Principal Support Specialist (S5) level, the role owns function-wide support practice, program-level and systemic support problems, and drives support strategy across the function. Subject-matter authority; shapes the practice.
What this level does
- Contribute to creating floor service procedures — seating flows, service-step scripts, opening/closing checklists, POS button layouts and comp/void policies — for a station, shift or venue
- Serve as the venue's floor working lead and go-to expert, facilitating peer execution and resolving the most complex service and guest-recovery situations
- Train and onboard new servers, hosts and bussers on the adopted service standards, tableside techniques and POS transaction handling
- Develop and standardize the kitchen-to-front communication protocol so timing and accuracy are consistent across shifts and staff
- Analyze recurring service-floor issues from POS and shift data and recommend improved methods to management
- Knowledge applied
- Highly skilled in front-of-house service; contributes to creating new service procedures, scripts, checklists and POS/comp policies within the floor-operations area.
- Complexity & problem solving
- Resolves the most complex guest-recovery and service situations and develops improved service techniques from observed patterns and shift data.
- Collaboration & interaction
- Acts as venue working lead and facilitator; trains staff and provides authoritative peer guidance on standards and technique.
- Typical experience
- 6+ years; expert in front-of-house service operations.
Skills at this level
- Multitasking
- — Handles multiple guest-facing service tasks at once — greeting, order-taking, running, check-outs — while working under the pressure of a full section or rush.
- Interpersonal Skills
- — Maintains a friendly demeanor and stays attentive to guests' needs throughout the meal, reading table cues to time service touches in dining service delivery.
- Active Listening
- — Gives full attention to guest orders, special requests and complaints, confirming the points being made to ensure orders and resolutions are accurate at the table.
- Coordination
- — Adjusts service actions in relation to the kitchen pass and fellow servers to run the floor-to-kitchen interface so courses fire and land in the right sequence and timing.
- Speaking
- — Communicates specials, menu descriptions, wait times and service instructions clearly to guests and to floor staff during service.
- Monitoring
- — Assesses one's own service performance and the state of stations, supplies and work areas against service standards to take corrective action before it reaches the guest.
- Point of Sale (POS) Transaction Handling
- — Enters orders, presents bills, processes payments and splits, and applies comps, voids, discounts and refunds within authority on restaurant POS systems (Toast, PixelPoint, NCR NeighborhoodPOS).
- Tableside Service Techniques
- — Performs elevated table service such as carving meat, preparing flambe dishes, and serving wine and liquor to the guest at the table.
- Guest Complaint Resolution
- — Resolves customer complaints regarding food and service at the table — wait times, order errors, dining-experience issues — recovering the guest and documenting the outcome.
- Shift Floor Coordination
- — Assigns duties, responsibilities and work stations to floor staff in line with cover volume and re-balances sections to keep the floor running smoothly across a shift.
- Cash and Transaction Reconciliation
- — Reconciles a shift's cash drawer and POS transactions, investigating discrepancies in comps, refunds and payments to keep the shift's takings accurate.
- Service Standards Development
- — Contributes to creating and standardizing seating flows, service-step scripts, opening/closing checklists and comp/void policies for a station, shift or venue.
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As of · 2026-07-30
Edition · canon-v2@2.1.0-complete
Source · canon-v2 cell + salary-benchmark (model)
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