Director of Guest Services; Food and Beverage - Hornblower - Newport​/Marina del Rey

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. Specifically:
• 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 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 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
• Oversee Photo and Parking department operations
• Ensure Food & Beverage team complete all required safety and compliance training in completed 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 in accordance with 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
• Additional job duties assigned

Requirements & Qualifications:

• Three…