Key Responsibilities and Required Skills for Head Server

🎯 Role Definition

The Head Server (also known as Lead Server or Senior Server) is the primary floor captain who orchestrates seamless service across shifts. This role is responsible for coaching and scheduling front-of-house staff, maintaining high standards of guest experience, troubleshooting operational issues during service, and partnering with management to optimize revenue, reduce waste, and ensure safety and compliance. The Head Server acts as the on-shift leader, a mentor to servers and bussers, and a point of escalation for guest concerns.

📈 Career Progression

Typical Career Path

Entry Point From:

Senior Server / Lead Server (promoted from high-performing server roles)
Server Trainer or Floor Captain
Bartender or Host with supervisory experience

Advancement To:

Assistant Front of House Manager
Front of House Manager / Restaurant Manager
Operations Manager or Multi-unit Leadership roles (General Manager)

Lateral Moves:

Banquet Captain or Event Service Manager
Wine Steward / Sommelier (with additional beverage training)
Training & Development Specialist (FOH training programs)

Core Responsibilities

Primary Functions

Lead and manage the front-of-house team during shifts, including servers, bussers, hosts, and bartenders, ensuring smooth coordination between stations and maintaining high standards of hospitality.
Train, onboard, and coach servers on service standards, menu knowledge, upselling techniques, timing, and table maintenance to drive consistent guest experiences and higher check averages.
Conduct pre-shift briefings and station assignments to communicate menu changes, special promotions, VIP reservations, allergy alerts, and service expectations to the team.
Monitor guest satisfaction in real time, proactively address service issues and complaints, and escalate complex situations to management when required to preserve guest loyalty.
Oversee order flow and ticket timing with the kitchen and bar, ensuring accurate, timely delivery of food and beverages while minimizing plate hold times and backlogs.
Execute high-quality fine dining and beverage service (including wine service, pairing recommendations, and cocktail presentation) according to brand standards and training protocols.
Manage reservations, seating charts, and waitlist flow to optimize covers and turn times while balancing guest comfort and server workloads.
Lead by example on floor service—running premium tables, demonstrating suggestive selling, and maintaining composure during peak covers to model best practices for the team.
Ensure accurate cash handling, POS operation, nightly closing reconciliations, and tip pooling processes in line with company policies and local regulations.
Review daily and weekly service metrics (covers, average check, revenue per server) with management to identify trends, opportunities, and corrective actions.
Participate in hiring, interviewing, and selection of front-of-house staff; provide input on performance reviews and disciplinary actions.
Maintain cleanliness, presentation, and service readiness of all dining areas, side stations, and service ware to meet health code and brand presentation standards.
Implement and enforce food safety and alcohol service policies, including age verification, responsible service, and proper handling of allergen requests.
Coordinate with culinary and beverage leadership on menu changes, specials, quantity forecasts, and mise en place needs to ensure smooth service delivery.
Manage inventory for front-of-house supplies (napkins, condiments, service ware) and submit timely replenishment orders to prevent service interruptions.
Investigate and document guest incidents, accidents, or liability concerns and escalate to management with recommended follow-up actions.
Coach servers on upselling techniques, suggestive selling, and guest engagement tactics to increase check averages while maintaining authenticity in service.
Monitor and adjust floor coverage in real time to respond to no-shows, call-outs, and shift volume changes to maintain service levels.
Maintain knowledge of POS functions, comping procedures, discounts, and promotional codes to prevent revenue leakage and ensure accurate billing.
Drive consistent execution of private dining and special event service standards, coordinating logistics, staffing, and timelines with events or banqueting teams.
Facilitate cross-training between service roles (host, server, busser, bartender) to build flexibility and coverage across the FOH team.

Secondary Functions

Assist with opening and closing duties, including side work checklists, cleaning logs, and side station restocking to ensure shift-to-shift continuity.
Support inventory audits for front-of-house items and provide accurate counts and usage reports to management for ordering and cost control.
Collaborate with marketing and social media teams to support promotions, special events, and local community outreach through in-venue execution.
Record and report guest feedback and Net Promoter Score (NPS) insights to management and suggest service improvements or training opportunities.
Maintain and update training materials, service checklists, and SOPs to reflect menu updates, seasonal offerings, and policy changes.
Assist in payroll and timesheet verification for front-of-house staff, ensuring accurate shift records and overtime compliance.

Required Skills & Competencies

Hard Skills (Technical)

Proficient operation of common restaurant POS systems (e.g., Toast, Micros/Oracle, Aloha) including order entry, comping, and reconciliation.
Demonstrated fine dining service skills: tableside preparation, formal wine service, pairing recommendations, and tasting menu execution.
Cash handling, nightly closings, tip pooling/redistribution processes, and basic financial reconciliation.
Solid knowledge of food safety and alcohol service compliance (e.g., ServSafe certification or equivalent state-required certification).
Experience with reservation and table management platforms (e.g., OpenTable, Resy, Tock) and effective waitlist management.
Inventory and supply ordering experience for FOH consumables, with attention to cost control and waste minimization.
Scheduling and labor management tools familiarity (e.g., 7shifts, HotSchedules, Deputy) and basic shift forecasting.
Event and banquet service coordination for private dining, tasting menus, and off-premise catering service standards.
Upselling and suggestive selling techniques proven to improve average check size while maintaining guest satisfaction.
Basic familiarity with CRM or guest feedback platforms (e.g., GuestBridge, Gather) to record and act on guest preferences and complaints.

Soft Skills

Strong leadership and people development skills with proven ability to train, mentor, and motivate servers and bussers.
Exceptional guest-oriented communication, active listening, and conflict-resolution abilities to de-escalate complaints and recover service.
High emotional intelligence, professionalism, and the ability to remain calm during high-pressure, peak-service periods.
Excellent multitasking and prioritization skills to manage service flow, multiple tables, and team performance simultaneously.
Attention to detail in presentation, timing, orders, and quality control to maintain consistent service delivery.
Time management and organizational ability to run shifts efficiently and meet pre-service preparation deadlines.
Teamwork and collaboration mindset with strong cross-functional communication between culinary and beverage teams.
Adaptability and problem-solving orientation to respond to changing business needs, menu updates, and staffing challenges.
Coaching and feedback delivery skills to conduct constructive performance conversations and encourage development.
Cultural sensitivity and inclusivity to serve a diverse guest population and create an inclusive team environment.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent.

Preferred Education:

Associate degree or diploma in Hospitality Management, Culinary Arts, or Business Administration preferred but not required.

Relevant Fields of Study:

Hospitality Management
Culinary Arts
Restaurant Operations
Business or Service Industry Management

Experience Requirements

Typical Experience Range:

2–5 years as a server in a full-service restaurant, with at least 1–2 years in a supervisory or lead server role.

Preferred:

3+ years of progressive front-of-house experience in upscale dining or high-volume casual restaurants, with documented success in coaching teams, improving service metrics, and supporting revenue growth.