Director of Guest Services (Food & Beverage)

Salary Range: $110,000 - $120,000

City Experiences is seeking a Director of Guest Services for our operation in San Francisco.

About You:

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity:

The successful Director of Guest Services manages the city food & beverage team, both front and back-of-the house, including recruitment, training, coaching, development, and retention. Responsible for overseeing the execution of the product to ensure consistent high levels of quality, service and customer satisfaction while maintaining a high level of profitability.

Essential Duties & Responsibilities:

• Ensures effective execution of each cruise according to the specifications of the Product Management Guide so that guests receive a quality, seamless experience on each cruise. Specifically:
  • Directs the efforts of the Food & Beverage team
  • Rides cruises to observe & coach Restaurant & Kitchen Managers on effective cruise management skills
  • Identifies skills training needs for all Food & Beverage management team members
  • Works with each Food & Beverage management team member monthly to evaluate performance/skills
    and provides necessary coaching
• Establishes department priorities and executes against them based on long-term vision
• Works with General Manager to develop all Food & Beverage budgets according to company guidelines
• Works with General Manager and other City Department Heads to develop city’s cruise management
  plan
• Participates in the development of the city’s strategic business planMaintains close liaison between the Food & Beverage Department and other departments
• Coordinates local Food & Beverage activities with National Food and Beverage Director
• Executes other projects as assigned by management
• Recruits new Restaurant Managers and Kitchen Managers when necessary to fill vacant positions
• Provides and executes an integration plan for each new hire or promotion according to the established
  training program
• Participates in hiring of non-exempt restaurant staff
• Recommends appropriate compensation packages within company guidelines
• Provides ongoing performance feedback & coaching to all Food & Beverage team members
• Prepares & delivers annual performance reviews of all Food & Beverage team members
• Provides and directs development/career growth plans for each Food & Beverage team member
• Recommends the promotion of Food & Beverage team members
• Develops positive working relationships with other department heads and peers
• Resolves guest problems utilizing strong customer service skills and exercising diplomacy in keeping with
  company objectives and customer retention
• Implements and maintains effective safety programs in conjunction with the Operations Department
• Maintains high standards of sanitation in accordance with Spirit standards and in accordance with health
  department codes & requirements
• Monitors and controls all costs associated with the operation of the restaurant in accordance with
  budget
• Finds and recommends cost savings that are consistent with company objectives
• Monitors and increases onboard revenue sources and develops programs to increase such revenues
• Provides a monthly forecast to the General Manager
• Provides reports and information to the National Food & Beverage Directors
• Adheres to established cash control procedures and ensures standards are maintained
• Maintains food, beverage, suppliers and equipment purchasing systems, which ensure maximum
  quality, least cost and high reliability
• Monitors/oversees scheduling restaurant shipmate work periods to achieve maximum payroll efficiency
• Ensures that all states and local health and alcohol control requirements are met onboard and that all
  shipmates are familiar with these requirements
• Participates in fleetwide task forces as requested
• Additional job duties as assigned

Requirements & Qualifications:

• Three (3) to five (5) years of total restaurant experience in a full-service, high-volume environment, both
  front and back-of-the-house. Must include 3 years front-line management experience and 3 years’
  experience directing management level staff
• Bachelor’s degree preferably in a discipline related to the work of the position OR equivalent years of
  restaurant management experience
• Able to successfully manage restaurant staff (front & back-of-the-house) as well as