What does the Head Server do?

[castlegazer]

tell me more about this mysterious ordering of steamed lobster on nights that lobster tail is not served?????

 

[cristit14]

We were on a 4 day and we saw our head server every night EXCEPT tip night. He didn't really do anything extra for us. He did seat us every night and check on us to make sure everything was okay. I actually had to hunt him down to give him his tip envelope.

 

[RickW]

We had Atilla last year. He is a great guy. He was important in making the entire experience very worthwhile. We are going again on July 2nd...so maybe we will get him again. Unlikely, but maybe.

I just wanted to toss in an extra mention of Atilla. We had him as our head server on the May Repo cruise, and he was by far the best head server that we have had. We didn't really have any special needs or requests that he needed to handle during the dinners on our cruise, but he made a real effort to make sure that he kept in contact with everyone and that everything was going well.

Quick story:
On the last day of the cruise we went to Lumiere's for lunch. Unfortunately, it seemed like everyone else did as well. (We had eaten there for lunch more than 50% of the time over the course of the cruise, and hadn't seen it 1/3 as crowded as it was that day.) Anyway, the server & assistant server that we had (not our regular servers) were a bit over-extended, and it was difficult to get their attention. Our son, who was almost 2, had discovered that he really liked BBQ sauce druing the cruise, and none came with the chicken strips that day. We asked our assistant server for it, but we didn't see her again after that point. Atilla came by and noticed that our son was a bit agitated, and asked what was wrong. We mentioned that he was waiting for BBQ sauce. He asked if it was coming. We said "We think so..." He turned around, headed for the kitchen, and was back in 30 seconds. Our son was a bit on edge that afternoon, and he literally deflected a meltdown. We had already decided that he was the best head server we had ever had (which we actually mentioned to his wife, Zita, who was our server at Palo), but after that it wasn't even a contest.

 

[Maxwell]

If you ask me, the head server should get nothing. He did nothing. It was all I could do to give an envelope of cash to him. We missed dinner the first night due to kids, etc. We went second night and he had the nerve to ask us where we were and that he called our stateroom at 6:30 looking for us. None of his business where we were. Our next cruise we have both agreed to skip the tip for the head server.

 

[LAMPSKIES]

I asked the same thing after our first sailing "What does the head server do?" The only time we saw him was the last night an he made some "flaming bananas" (they don't do it anymore) On our last 2 sailings McClean was our head server....He recoginzed us as previous sailors and speant A LOT of time at our table, making sure everything was good and cut up the steaks and seafood for the kids.....

McClean lighting a birthday cake

McClean cutting the lobster tail

 

[Sue Sullivan]

Simon was our head server and he was fantastic, ecen though they had staff out sick and he had to fill in. He entertained the kids with jokes and games, deshelled my hubby's shrimp, inquired about allergies and just made sure everything was taken care of. We were very pleased.

 

[Jestocost]

Two different cruises, two completely different experiences. On our first four-day Wonder cruise, our head server was basically MIA. On our more recent Magic cruise, John from Scotland was outstanding. He did puzzle challenges with the kids each night and magic tricks on one night, spent lots of time helping with desserts, lobster tails, etc.

 

[erikthewise]

There may be times when the Head Server does close to nothing...
On our last cruise he cut meat for our boys, and when one of my entrees was inedible, he made sure I got it replaced with something different in a timely fashion, and even added a little something extra to my plate. And he generally spread good cheer and was available to help when needed. What he didn't do is make it clear what his position was. I'm pretty sure our regular server said he was the restaurant manager -- but I was able to figure out that he was in fact our head server.

 

[khakismum]

I'm detecting a pattern and perpetuating it. Our first cruise our HS did nothing really, I can't even remember who he was. Our 2nd cruise, last July was awesome! We had Jeevan as our HS and he went out of his way to make our dinners memorable.

Jeevan came by our table every night, spoke with us at length, entertained us with magic tricks, de-shelled our lobster tails, made cherries jubliee at our table, made sure our server brought extra desserts, brought out our celebration cakes, helped make sure our table was decorated with the decorations we brought for DH's 40th birthday surprise...etc. etc. etc. On tropical night we all wore major tropical gear. Jeevan wanted our table to lead the conga line. I told him, it depends. We had been getting a dinners kind of late and I told him I didn't want to get my entree and then let it get cold out conga-ing. He made sure we were one of the first to get served in that dining room that night. We were good to our word and lead the conga line for him, since he helped us out with a quick dinner delivery.

He was above and beyond what a HS should be. We tipped Jeevan much more that the recommended amount because he earned/deserved it! I think tip what you feel is appropriate. If the HS only comes by on tip night, tip the minimum or less. It is a statement of your opinion of his service to YOU.

Just my $0.02

 

[Talking Hands]

The Head Server also deals with problems and special needs. We didn't have a single problem until the FINAL morning. We had late seating, so we had 8 am breakfast. The dorks that sat at our table for early seating, which is scheduled at 6:45 am, showed up at 7:30 am, after all cooking for first seating was done.

I would not make assumptions about these people. I had early seating but the early breakfast was way too early for me to eat breakfast without completely messing up my normal schedule. When my head server asked me the last night if he would see me in the morning I said no and he asked why. I explained the problem and was told to come at the later time and he would find a seat for us. There may have been medical reasons for them to be eating at the wrong rotation.

 

[mickman1962]

On our 4 nighter in 2002 we (9 of us) never saw the head server once. not even to get his tip, which was a good thing he wasn't getting one. we all gave his share to the other 2 who were incredible

 

[kcashner]

We've sailed on the Magic 12 times and have a favorite server--we always request him. We've had him with many different assistants and different head servers.

On our last cruise, the head server was basically MIA. I made a comment about it to our server--the basic meaning that head server was a "dud" and we never saw him. The server was surprised and commented that he (the head server) was very busy behind the scenes on that cruise and was making things much easier for the server. I don't have any idea what the issues were--perhaps a guest with special needs or whatever--but it did make me re-think my opinion of the head server. Maybe we don't see all that's going on.

 

[mickman1962]

We've sailed on the Magic 12 times and have a favorite server--we always request him. We've had him with many different assistants and different head servers.

On our last cruise, the head server was basically MIA. I made a comment about it to our server--the basic meaning that head server was a "dud" and we never saw him. The server was surprised and commented that he (the head server) was very busy behind the scenes on that cruise and was making things much easier for the server. I don't have any idea what the issues were--perhaps a guest with special needs or whatever--but it did make me re-think my opinion of the head server. Maybe we don't see all that's going on.

I'm sure thats possible, but in the 8+ hours we spent in the dining room, the head server didn't appear once. If he was that busy taking care of someone else I'm sure they tipped accordingly.

 

[Horace Horsecollar]

Let's imagine two different head servers...

One head server works behind the scenes to assure a smooth operation. He or she assists the various servers on his or her team to make sure that the timing is right, and that meals are properly plated and brought to the tables hot. He or she intervenes when there are problems so that servers and assistant servers can concentrate on the guests -- and those guests won't even be aware of any problems. He or she provides training to new servers and assistant servers so that guests get polished service, unaware that they're being served by someone who is inexperienced.

The other head server concentrates on the PR aspects of the job. He or she is always making the rounds, exchanging pleasantries with guests, and doing extra things for children. Meanwhile, the servers are fending for themselves in the kitchen. Meals sit getting cold while a server tries to get another problem resolved.

Who gets a better tip?

Who deserves a better tip?

Of course, there should be a happy medium between behind-the-scenes activity and direct interaction with guests.

However, just because you only have limited interaction with a head server, don't assume that that head server doesn't deserve at least the recommended tip amount. That head server is working 7 days a week, from before breakfast until after dinner (and later than that on some days). And, as with your assistant server and server, the head server relies on tips for almost his or her entire compensation.

 

[CACruisin']

Well said, Horace.

 

[challada]

The head server seats you???? We had to find our own table the first night and then made our way to our own place each night.

Our HS was Cheetan (sp?) who we never saw except first night to remind us who he was and tip night to get his $$$....maybe he was behind the scenes but I was not very impressed. Never even looked at our kids...only eye contact w/the two men at the table (neither mine since I was traveling w/o my DH). I tipped him the suggested amount but only because I "had to".

 

[Laurarn]

On our last trip, we saw our HS a couple times that week. ( I had tip envelopes prepared with the suggested tip prior to leaving on our cruise). On the second to last day, I had some money left in my onboard account, so I went to guest svcs. and placed alittle extra in the server and asst. svrs accts. GS gave me receipts to put in their envelopes.(They worked their tails off all week, and I know that our asst. wasn't feeling well, but was on top of things anyway.) After that trip to GS, our HS was extremely cold to us. (Don't know how she knew about the other's tips.) She stopped by the table next to us and chatted with them awhile, then walked past our table completely and went to the next table and spoke with them. She was AWOL on the 2nd to last night at our table. On tip night, I actually had to give her tip envelope to the Svr. to give to her, because she kept disappearing and didn't come to our table. I couldn't even hunt her down! I had the suggested amount in her envelope, because I felt she did her job, but nothing over or above what I expected the beginning of the week. The last breakfast, she did the same thing. Visited all her tables, except ours. I regret giving her a tip at all now.

 

[Aisling]

Of course, there should be a happy medium between behind-the-scenes activity and direct interaction with guests.

I hope my HS on our upcoming cruise makes a good impression on me, because it'll be hard for me to give someone money for "excellent" service when I don't know what they've actually done for me.

 

[erikthewise]

If the Head Server position is not supposed to involve interaction with guests, then it should not be a tipped position. The fact that it is indicates to me that DCL does expect at least some guest interaction on the part of the HS. But how much is still a mystery to me.

 

[logan1_2000]

I'm going to jump onto the pile of people measuring in on the HS issue. Absolutely agree that most of what the HS does is before the guests arrive, or behind the scenes. But also have to agree that if it is a tipped position (hey, the chefs make all the meals and we don't tip THEM) then there is a guest contact aspect of the position. 1st Wonder Cruise--He showed up at the table, his personality rubbed my in-laws the wrong way, and they were hosting the extended family on the cruise, and it was my understanding that the decision was made to tip him something, but I don't think it was up to the suggested level. 1st Magic cruise--wish I could remember her name, she was wonderful, even stepping up to cut DS's steak (he was 7) and saying to DW, "please, you enjoy your meal, I'll be happy to take care of your son so he can enjoy his". Wasn't lingering long, she had other things to do, but was also helpful in coordinating DW's B'day cake and we tipped above the recommendation. 2nd Wonder Cruise--never introduced himself. Is "Hi, I'm (your name here), I'm the head server, please let me know any special requests or questions, It is my job to make sure you have a great experience and make sure your server and ***'t server are up to their usual excellent standards" really so hard to just say once? Never introduced himself to me, and yes, showed up last night with hand out. I fully understand that the tips are there people's salary and that their hours are horrific. He received the recommendation--but I didn't know his name, ever. 2nd Magic cruise--Aleksandra was superb, was active with all the server & ***'t server teams she had (i'm told on a previous thread she had only been promoted to head server from server a few mos. before our cruise with her) and still made time to answer questions for us, which led to her remembering a small comment I made about mickey shaped food and creating a special request for us, of heaping plates of mickey shaped ravioli for each of the three of us--on a night when that item was not otherwise being served but we were at Palo the night it was served. "We didn't want you to miss out just because you went to Palo"--we were so blown away by the gesture (ironically, we were also stuffed from the regular dinner menu that had some favorites that night, so didn't end up eating much of it, but the theoughtfulness of the gesture made a life-long impression on us.) And saw us watching and smiling when other nearby tables had celebrations, which are nice to see, and it had been us on our prior Magic cruise--so she came up to me later in the cruise and whispers "isn't someone in your party having a celebration this cruise?" "Not that we're aware of, but would you like us to be celebrating something?" I replied with a confused smile. "I looked it up and your son's birthday was just a month ago, so we have something for him" and out came a birthday cake. Was it extra, or not claimed, who knows. Whatever, she thought of us whether it was extra or specially ordered, and checked on a birthday for an excuse or whatever--another gesture that created an impression of her, and of DCL as well. I think we doubled her tip from recommended.