The Role of the Head Server

[Regina]

Seeing all of the recent comments regarding the Head Servers, I'm wondering what everyone's expectations are.

From my observation, their role is to oversee the wait staff. Our Head Server usually comes around, briefly introduces himself, and that's about it as far as direct interaction. However, it doesn't mean that he/she does not have an important function.

On our last cruise, I was surprised that the head server cleared my plate from the table. I hadn't eaten much of it. Next thing I know, my server asked me if there was a problem and if I'd prefer a different entree. Clearly, the head server made him aware of this.

On Castaway Cay, I saw many head servers kept busy clearing tables and instructing the staff.

It doesn't seem as if they're given much credit. Are some more personable than others? Absolutely, but if I'm getting excellent service by my wait staff, the Head Server certainly is part of the reason.

Just my thoughts.

 

[alexandrew]

excellent post...I couldnt agree more!!!

 

[WDWLVR]

Reg,

I agree 100% As I said in a recent thread - the less I see of them the better job I think they are doing sometimes.

Now we have also had some head servers that are full of personality as well like Maclean on our May 2003 cruise and Sid on our May 2001 cruise. Those two gentlemen made the experience ever better!

 

[disneyholic family]

excellent post!!

i don't remember our head server's name....he was from italy..
he was very quiet and did not interact with the passengers much, but boy oh boy was he watching his staff.....he was aware of everything that was going on at every moment....
a true professional...
in our case, he did even more, but quietly and self-effacingly...
he was wonderful and made our cruise for us...

 

[shoes99]

We had John from England as our head server on the Sept 20th Magic and we saw him several times at our seating. He was wonderful. It did help that our group had 12 women and 2 men between 2 tables and he made it a habit of looking for us and escorting most of the women to their seats. We were with the Deb Wills (WDWIG) Pink Ribbon Cruise Group and they were one happy family. We had a blast and John got a kick out of our happy and jovial group. We have been our 4 DCL cruises and this one was the best as far as wait staff.
Michele

 

[mkandk]

Ugh, why would anybody be serving heads??

 

[MarkRG]

My view is of his position is VERY simple.

If all you see him do is greet the dining guests, then he has done his job VERY well.

9/10ths of his job is to make sure the servers do their jobs right. Most of that happens when we are not around.

 

[FirstMagic]

Usually the head servers are in charge of making the flambe desserts too. I've seen them help bus tables, seat people, and they thing is, they do it all so effortlessly, appearing so cool and calm and yet you know their eyes are watching all over the dining room to make sure things are going well.

Alan from Croatia was our head server, and I can't think of a night when he didn't stop by our table at least once to make sure things were ok, and if we saw him during the day in another dining room, he always said hello and made us feel welcome.

I think they put in long days and nights and have quite a burden of responsibility for managing a large staff and pleasing people.

 

[rae519]

Originally posted by disneyholic family
excellent post!!

i don't remember our head server's name....he was from italy..
he was very quiet and did not interact with the passengers much, but boy oh boy was he watching his staff.....he was aware of everything that was going on at every moment....
a true professional...
in our case, he did even more, but quietly and self-effacingly...
he was wonderful and made our cruise for us...

Sounds like Pietro - an excellent head server and a very wonderful person!

Rae

 

[diz4me]

Maybe the problem here is that it seems the head waiter's job is not too service oriented. We are used to tipping people based on performance, so when you don't feel that someone is serving you directly, tipping becomes more questionable. It sounds as though the Head Waiter's job is more managerial, and IMHO, he or she should therefore be in a salaried position that does not rely on tips. We don't tip the cruise director, etc...because they are not serving.

The head waiters indeed do a lot of behind the scenes work that we may never see, so I think it is a problem that then the customer is supposed to formulate a tip based on the level of service they directly recieved.

Just my thoughts...

 

[CRB#33]

Thanks for this information Regina. I'm glad to know that.

We did see our head server every night, he even came over with a water pitcher one night when things were a bit crazy.

Thanks again.

 

[rae519]

The Head Server is required to identify himself and greet his guests. He is also required to make them aware that if they have any concerns, celebrations, problems or comments, he is available.

IF the individual does not do at least the minimum of identifying and greeting the first night in the duration of the 90 minutes of dining, then something is definitely wrong.

Rae

 

[Regina]

I still contend that their main function is to oversee the waitstaff. Quite honestly, I prefer that they're very low key. I get plenty of attention from the server and assistant server and don't need a third person hovering over me.

If your servers are doing an excellent job, it's due to the watchful eye of the Head Server. Whether he stops by or not makes no difference to me. They're easy to spot if I need one. Fortunately, I've always had top-notch service and have never felt it necessary to alert them about a problem.

 

[rae519]

Regina - I am only passing on what I have been told by our Head Server - guess I should have clarified my post with that.

Rae