Director Of Guest Services (Food & Beverage)

Job Category: Customer Service

Requisition Number: DIREC012901

Salary: $110,000 - $120,000 per year

Location: San Francisco, CA, USA

Description

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

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

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 successfully direct management level staff
• Responsible alcohol service requirements. TIPS Trainer Certification/Trainer
• Knowledge of health department sanitations codes & requirements.
• ServSafe Certification
• Proven success of cost & wage control
• Able to communicate effectively in oral and written form
• Able to motivate staff and create successful team environment
• Ability to successfully analyze and solve problems
• Demonstrated ability to manage multiple priorities/tasks
• Work with Microsoft Office applications (especially Word & Excel)

About Us

City Experiences' passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences' mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.

Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply. The Company participates in the E-Verify program in certain locations.