Kalia Theatre (new Waikiki Luau site under construction) Floor Captain
About The Position
The Floor Captain at Kalia Theatre is responsible for delivering exceptional guest service while providing day-to-day leadership and operational support for the Server team. In addition to performing all Server duties, this position assists with training, coaching, scheduling support, shift supervision, service standards, and the efficient operation of Kalia Theatre. The Floor Captain serves as a role model for service excellence, teamwork, and compliance with company and liquor-control policies. The role helps drive revenue through upselling, guest engagement, and operational leadership while maintaining a positive and productive work environment. The position includes shift leadership and direction for Servers and support staff; assisting with onboarding, coaching, pre-shift meetings, labor deployment, and section assignments; and monitoring service standards, productivity, revenue targets, and guest satisfaction. The Floor Captain also performs guest-facing Server duties, including taking and delivering orders, operating the POS system, processing payments, promoting specials, resolving or escalating concerns, and maintaining service areas. Other duties include opening and closing tasks, side work, cleanliness, inventory support, reporting operational issues, assisting bartenders, and ensuring adherence to liquor laws, company policies, and safety standards. A high school diploma or equivalent and at least three years of high-volume restaurant, bar, or resort food and beverage experience are required. Candidates must be legally old enough to serve alcohol, obtain a Liquor Commission Card before the first day of training, and obtain and maintain other liquor certifications and licenses required by law. Previous hospitality experience and prior lead, trainer, or supervisory experience are preferred. The role requires flexibility and sometimes long hours, and involves standing throughout the shift and light physical work.
Requirements
- High school diploma or equivalent.
- Minimum three years of high-volume restaurant, bar, or resort food and beverage experience.
- Must be of legal age to serve alcoholic beverages under state and local laws.
- Must obtain a Liquor Commission Card before the first day of training.
- Must obtain and maintain all liquor certifications and licenses required by law.
- Demonstrated leadership, coaching, and team development skills.
- Strong knowledge of guest service standards, POS systems, and cash-handling procedures.
- Thorough understanding of applicable liquor laws and responsible alcohol-service practices.
- Ability to communicate effectively, listen to and clarify concerns, multitask, prioritize, handle problems, apply complex information, cross-train, maintain confidentiality, and show initiative.
- Ability to maintain regular attendance and meet grooming, uniform, and nametag standards.
- Flexibility to work long hours sometimes.
- Ability to stand during the entire shift.
- Light physical work: exert up to 20 pounds of force occasionally and/or 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Nice To Haves
- Hotel, restaurant, resort, or related hospitality experience preferred.
- Previous lead, trainer, or supervisory experience preferred.
Responsibilities
- Communicate effectively, verbally and in writing, with employees and guests; listen to and clarify concerns.
- Prioritize and multitask to meet departmental deadlines, handle problems, apply information from multiple sources, cross-train in related areas, maintain confidentiality, and anticipate guest or operational needs.
- Attend required hotel meetings and trainings, maintain regular attendance, and meet personal appearance, grooming, uniform, and nametag standards.
- Comply with hotel standards, company policies, liquor-control requirements, and safety standards; maintain a friendly, professional demeanor.
- Provide shift leadership and direction to Servers and support staff, lead by example in guest service, and foster a positive, team-oriented work environment.
- Assist management with training and onboarding; coach and mentor associates on guest service, sales techniques, and operational procedures.
- Conduct pre-shift meetings in management's absence and support labor deployment and section assignments.
- Monitor service standards and consistency; assist with productivity goals, revenue targets, and guest satisfaction scores.
- Welcome guests, take beverage and food orders, enter orders accurately into the POS system, deliver orders, and process guest payments.
- Ensure guest satisfaction, address guest concerns, and escalate issues to management as appropriate.
- Promote specials and upsell menu offerings.
- Complete opening and closing checklists, verify opening, running, and closing side work, and perform side work according to schedule.
- Monitor cleanliness, organization, and readiness of service areas; clear and clean tables and return glassware for washing; keep restaurant areas free of debris.
- Assist management with inventory counts and supply controls; report operational concerns, maintenance issues, and staffing needs.
- Maintain knowledge of state liquor laws and regulations, company policies, and responsible alcohol-service requirements.
- Maintain knowledge of mixed drinks, cocktails, beer, spirits, garnishes, and drink presentation standards.
- Follow cash-handling procedures; accurately process cash, credit card, and other authorized payments; prepare closing reports for night audit.
- Assist bartenders with drink preparation and cocktail-hour hors d'oeuvres setup and breakdown.
- Perform Server duties as business levels require and other duties assigned or requested by management.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term and long-term disability insurance
- 401(k) retirement plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave in accordance with applicable law
- Employee assistance program (EAP)
- Educational opportunities and tuition reimbursement
- Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
- Location-specific paid holidays, vacation, and sick or safe leave for employees in Washington, Colorado, and California, subject to applicable terms and eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
