Restaurant Captain

About the Role

As Restaurant Captain , you’ll be the face and voice of Zuru Zuru for our guests and community. You’ll manage reservations, events, client relationships, and guest experiences — ensuring every interaction reflects our philosophy of omotenashi (wholehearted hospitality).

This isn’t just about service; it’s about building meaningful relationships, driving community engagement, and creating memorable experiences that strengthen loyalty and grow the brand.

Key Responsibilities

• Community Leadership: Build strong relationships with guests, clients, and the local community while reflecting Zuru Zuru’s brand values and omotenashi spirit.
• Guest Engagement: Develop and execute strategies to enhance guest satisfaction, loyalty, and repeat visits.
• Relationship Building: Welcome  guests, nurture regulars, and represent Zuru Zuru events and community activities.
• Operations & Standards: Oversee reservation systems, seating arrangements, and service standards for smooth operations.
• Event Management: Plan and deliver community events, private parties, and special occasions in collaboration with the operations team.
• Billing & Records: Handle billing accurately, maintain guest records, and ensure proper documentation.
• Performance Tracking: Monitor sales, guest feedback, and event results; prepare weekly reports with recommendations for improvement.
• Team Collaboration: Work closely with kitchen, floor staff, and logistics to ensure excellent guest experiences.
• Environment & Culture: Maintain a welcoming dining atmosphere (music, flowers, lighting, cleanliness) and ensure the designated area is well-kept and guest-ready.

Qualifications and Requirements

Education & Experience

• Bachelor’s degree in Hospitality, Hotel Management, Business, or related field.(Optional)
• 2–4 years of experience in guest relations, community management, or hospitality sales/service.
• Proven experience managing reservations, events, or high-touch client services.

Skills

• Fluency in spoken and written English.
• Hospitality and guest relationship skills.
• Persuasion and rapport-building abilities.
• Telephone etiquette and professional communication.
• Computer literacy: Excel, Word, internet research, CRM systems.

Personal Attributes

• High energy, confident, disciplined, and hospitable.
• Caring, open-minded, and honest with a strong sense of integrity.
• Persistent and solution-oriented with strong de-escalation skills.
• Embodies Zuru Zuru’s win-win philosophy and derives fulfillment from building community.

Performance Metrics

• Guest Satisfaction Score: 4.3+
• Repeat Visit %: 25%+
• FOH Team Training Coverage: 100%
• Complaint Resolution Rate: >95% within 24 hours
• Engagement Events: Minimum 1 per month

Work Environment

• Split shifts including evenings, weekends, and holidays.
• Extended standing, fast-paced service environment.
• Interaction with both guests and internal teams daily.

Career Growth Path

This role positions you for advancement to:

• • Senior Community Manager 

• Restaurant Manager