Job Details

Director of Guest Services (Food and Beverage) - Hornblower - Newport Beach/Marina del Rey

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Salary Range: $85,000 to $90,000 annually

City Experiences is seeking a Director of Guest Services for our operation in Newport Beach and Marina del Rey.

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

Food and Beverage Operations

• 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.
• Directs the efforts of the Food & Beverage team
• Rides cruises to observe & coach FOH Managers & BOH 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 regularly to evaluate performance/skills and provides 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 and implement port strategies
• Works with National Food & Beverage team to adhere to departmental SOPP's and implement initiatives as needed
• Maintains 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
• Oversees Photo and Parking department operations
• Ensures Food & Beverage team complete all required safety and compliance training in a timely manner

Staff Management

• Recruits new FOH Managers and BOH 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 and orientation of non-exempt restaurant staff
• Recommends appropriate compensation packages within company guidelines
• Provides ongoing performance feedback & coaching to all Food & Beverage team
• 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

Customer Service

• 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 Ecosure standards and health department codes & requirements
• Adheres to procedures in RESPECT program to ensure excellent customer service for internal (fellow crew) and external guests

Administration

• Monitors and controls all costs associated with Food & Beverage operations 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 for 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, supply and equipment purchasing systems, which ensure maximum quality, least cost and high reliability
• Monitors/oversees scheduling onboard crew work periods to achieve maximum payroll efficiency
• Ensures that all states and local health and alcohol control requirements are met onboard and that all crew are familiar with these requirements
• Participates in fleetwide task forces as requested

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 successfully direct management level staff
• Able to recruit successful Restaurant & Kitchen Managers, as well as the ability to train and develop staff
• Responsible alcohol service TIPS Trainer Certification/Trainer
• Knowledge of health department sanitations codes & ServSafe Certification
• Proven success of cost & wage control
• Stay well informed on city and county business priorities and objectives/goals and ensure that all city restaurant efforts support achieving them
• Able to communicate effectively in oral and written form
• Able to motivate staff and create successful team environment
• Achieve financial results by effectively developing & managing a budget
• Ability to successfully analyze and solve problems
• Demonstrated ability to manage multiple priorities/tasks
• Able to establish and maintain effective working relationships as required by job responsibility
• Provide advice/opinion and exercise discretion concerning confidential and sensitive matters
• Able to persuade and influence people
• Ability to listen effectively, assess the situation, determine relevant issues, identify solutions and gain consensus
• Able to set aside emotional factors and/or validate them in order to discover key/relevant issues
• Work with Microsoft Office applications (especially Word & Excel)