About Viya:

Viya is the UAE’s leading golf and hospitality management group, operating a portfolio of championship golf courses, award-winning restaurants, premium leisure and recreation facilities, innovative entertainment concepts, and digital platforms. Since launching Emirates Golf Club in 1988, the region’s first all-grass course, the group has expanded to include Dubai Creek Golf & Yacht Club, Jumeirah Golf Estates, Yas Links Abu Dhabi, Saadiyat Beach Golf Club, Yas Acres Golf & Country Club, Topgolf Dubai, Tiger Strikes, and recreation brands such as Viya Fit and Viya Padel.

As part of wasl Hospitality & Leisure, Viya is recognised as a guardian of golfing heritage and a leader in modern hospitality. Its operations are underpinned by the Viya App, a loyalty-driven platform that integrates bookings, rewards, and spendable benefits across the portfolio. Dedicated to innovation, sustainability, and excellence, Viya connects communities to extraordinary experiences and continues to shape Dubai and the UAE as global destinations for sport, leisure, and lifestyle.

JOB DESCRIPTION

Position                     :           CAPTAIN

Department               :           FOOD & BEVERAGE SERVICE

Responsible To         :           RESTAURANT MANAGER

                                                OUTLET SUPERVISOR

Responsible For       :           NOT APPLICABLE

(Supervises)

Purpose and Scope of Position

(Job Summary)

Purpose

The Captain is responsible for coordinating front-of-house service operations during shift, ensuring smooth and efficient service delivery, guest satisfaction, and strong team performance. The role supports the Outlet Supervisor / Assistant Manager in maintaining service standards, coaching the team on the floor, managing service flow, and ensuring Dubai Golf service expectations are consistently met.

Scope of Position

Guest Service – Lead and support the service team to deliver warm, professional, and elevated guest experiences.
Operations – Oversee service flow, monitor sections, and support with service tasks including order taking, serving, billing, and table management.
Team Leadership – Coach, guide, and support junior colleagues during service; allocate tasks and ensure accountability.
Communication – Act as the main service liaison between guests, kitchen, bar, and supervisors to ensure consistency and accuracy.
Hygiene & Safety – Ensure hygiene, safety, and food handling guidelines are consistently applied by yourself and the team.
Revenue & Upselling – Drive suggestive selling and ensure revenue accuracy through correct posting and controls.
Brand Standards – Uphold Dubai Golf grooming, communication, and presentation standards at all times.

Main Duties:

(Job Related Duties)

1. Guest Service

• Ensure all guests are welcomed warmly on arrival, acknowledged during service, and assisted promptly throughout their visit.
• Support smooth guest seating and ensure tables are prepared according to outlet standards (cleanliness, setup, menus, condiments, reservations).
• Monitor service pace and guest satisfaction by completing regular courtesy checks and ensuring all guest requests are followed up quickly.
• Handle guest feedback professionally, resolving minor issues immediately and escalating to Supervisor/Manager for major concerns.
• Take ownership of guest recovery by offering solutions and ensuring guests leave with a positive final impression.
• Lead service for VIPs, members, and priority tables as required, ensuring a higher level of engagement and attention to detail.
• Ensure Dubai Golf’s Service Steps are consistently applied by the team throughout the guest journey.

2. Operations

• Lead floor coordination during service to ensure efficient service flow, correct pacing, and smooth collaboration between FOH and BOH.
• Support the Supervisor/Manager with section allocations, ensuring waiters and runners have clear responsibilities and balanced coverage.
• Monitor and manage service timing, ensuring orders are taken accurately, food is delivered at the right time, and tables are cleared and reset efficiently.
• Coordinate food running and pass management by checking presentation, confirming table numbers, and ensuring correct delivery of special requests/allergy orders.
• Actively oversee table turnover and seating plans, ensuring reservations and walk-ins are managed properly and communicated to the team.
• Support the team during busy periods by stepping into service as required (order taking, beverage service, clearance, billing).
• Ensure the team follows correct procedures for check handling, bill presentation, and payment processes.
• Assist with opening and closing procedures, ensuring checklists are completed properly and stations are left clean, stocked, and ready for the next shift.
• Ensure shift handovers are completed clearly, including information on reservations, VIPs, guest requests, and operational issues.
• Support service delivery during functions and special events by ensuring proper setup, staffing support, and service execution.

3. Product Knowledge

• Maintain strong knowledge of all menus, daily specials, allergens, ingredients, cooking methods, and presentation standards.
• Demonstrate strong knowledge of beverages including coffee, soft drinks, cocktails, spirits, wines, and pairing recommendations (where applicable).
• Ensure the team is updated on 86 items, menu changes, promotions, and limited availability prior to service.
• Assist team members with menu explanations, upselling opportunities, and guest recommendations confidently.
• Support training through knowledge sharing and guidance during the shift, improving service confidence and guest interaction.

4. Hygiene & Safety

• Ensure compliance with hygiene and food safety standards across service areas, side stations, and guest tables.
• Monitor cleanliness and readiness of service stations (glassware, cutlery, linen, condiments, POS areas, tray stands, etc.).

• Ensure correct handling of glassware, crockery and trays to reduce breakages and prevent injuries.
• Identify hazards (spillages, slippery floors, damaged equipment, unsafe practices) and address them immediately.
• Reinforce correct hygiene behaviours within the team (hand hygiene, clean uniforms, food handling awareness).
• Report any incidents, near misses, and maintenance issues to the Supervisor/Manager in a timely manner.

5. Revenue & Upselling

• Support daily revenue goals through proactive and guest-friendly upselling techniques throughout service.
• Coach team members to upsell key items such as premium beverages, wine pairings, starters, desserts, coffee, and upgrades.
• Ensure all orders are correctly posted on the POS to avoid missed items, discount errors, and revenue loss.
• Support cash and card handling procedures by ensuring billing is accurate and completed according to outlet process.
• Be aware of cost control by minimising wastage, monitoring breakages, and reporting recurring issues.

6. Teamwork & Communication

• Act as the main liaison between FOH and BOH during service, ensuring clear communication around order timing, delays, or special guest requests.
• Guide waiters and runners on the floor by providing direction, prioritising tasks, and maintaining service quality throughout the shift.
• Provide on-the-job coaching to new joiners and trainees, ensuring they follow Dubai Golf service standards and correct procedures.
• Support the Supervisor/Manager with team performance feedback, highlighting strong performers and areas requiring improvement.
• Encourage teamwork by assisting other sections when required and ensuring the team supports each other during busy times.
• Share guest feedback, complaints trends, and operational improvements with Supervisor/Manager to drive continuous improvement.

.

7. Learning & Development

• Attend mandatory training sessions, briefings, and any required service excellence updates.
• Stay updated on outlet events, promotions, operational updates, and seasonal changes.
• Encourage the team to follow training requirements and support manager accountability for performance improvement.
• Be proactive in developing your own knowledge and service leadership skills through continuous learning.
• Support internal training initiatives by reinforcing standards and procedures during shifts.

8. Brand Standards

• Demonstrate excellent grooming, uniform presentation, posture, and professionalism at all times.
• Lead by example in behaviour, tone of voice, guest interaction, and teamwork.
• Maintain high standards of communication with guests and colleagues, ensuring a respectful and service-focused approach.
• Represent Dubai Golf values and culture positively and consistently.
• Demonstrate punctuality, reliability, and professional conduct at all times.

2. Ancillary Duties:

In line with the Club’s strive for continuous improvement, you may be requested to participate in various extra activities contributing towards individuals and organizational growth.

Represent the department or a group in various committees, such as the Staff Committee, Green Theme (environmental), Food Committee, Sport Committee or projects. Be trained as a Fire Marshall or First Aider.

3. Quality Responsibilities:

Aware of Dubai Golf Mission, Vision and Values. Will be responsible to apply the 4 Service Steps throughout serving internal and external customers.

4.  IT Security Awareness:

1. Read, Understand and comply with all applicable Information Security Policies and Procedures of wasl DG.
2. Co-operate, co-ordinate and share information with Internal/External Audit teams as appropriate and applicable.
3. Attend Information Security Awareness sessions conducted by the wasl IT Department.
4. All Information Security breaches, events, weaknesses, incidents (actual or suspected breaches) shall be immediately reported to the IT Service Desk.

5. Levels of Authority:

Prepared by:             Group F & B Manager

Approved by:           Group F & B Manager

POSITION: CAPTAIN

I.D. Number:   ____________________________

Employee:     _____________________________

Signature:     _____________________________

Approved by:

_________________________________

F&B Manager/Group F&B Manager

Date: ____________________________

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Viya is proud to have a thriving, multicultural workforce representing over 80 nationalities, including both Emiratis and expatriates, who bring diverse perspectives, skills, and experiences to our organisation. Our people are at the heart of everything we do, and we foster a culture built on teamwork, passion, and excellence, where every individual is encouraged to grow and contribute to our shared success.