About the company
Leading cruise ship hotel services provider based in Miami. Over 40 years providing culinary and service excellence to clients.
About the role :
- Reporting to the Director of Quality Service
- Direct reports include shipboard Restaurant Managers for a fleet of 6 luxury vessels.
- To ensure the finest service and overall guest experience in all Restaurants onboard, this also includes the wine and beverage service in each Restaurant and food service outlet.
- Responsible for establishing policies and setting guidelines for the management of the restaurant service onboard a luxury cruise line with 6 vessels and future new builds.
- Perform shipboard visits and audits onboard vessels
Manage shipboard operations on all the ships by maintaining standards as dictated in the Restaurant Operation Manual (ROM) and Butler Service Manual (BSM). - Assist in Recruiting, Training & Human Resource functions to support the Restaurant departments on all vessels.
- Directly supervise above subordinates to accomplish the above goals.
- The Corporate Service Manager is fully responsible to provide the utmost quality of leadership according the exigencies contracted by the client for the following cruise lines
Quality Assurance on board:
- Is ultimately responsible for the supervision of the entire Restaurant Service Personnel throughout the fleet and wine and Beverage Service in each food outlet.
- CSM must closely analyze Food and Service ratings and targets set by the company in order to ensure the guest experience is of the highest standard.
- Ensures that Restaurant Managers, Maître D’s and Head Waiters schedule the ships various food outlets according to forecasts, special functions, and other ships events.
- CSM must communicate any wine or beverage service issues to the Executive Cellar Master /Head Sommelier.
- CSM must work with the (senior) Executive Cellar Master, Head Sommelier, Assistant Food and Beverage Manager,and his or her team to ensure impeccable service in all beverage outlets.
- Ensures that the Restaurant Management schedules staff fairly and impartially, and that schedules are duly posted, according to guidelines.
- CSM must analyze TAR reports at the end of each period from all ships to ensure overtime is only paid due to operational requirements.
- CSM must analyze resting hours and communicate with the Restaurant Manager to ensure that resting hour procedures and regulations are in place as per MLC 2006 requirements.
- Ensures that the restaurant management assigns personnel responsibilities, duties, and side jobs fairly and impartially, according to guidelines.
- Plans and ensures the implementation of training schedules, to be carried out by shipboard Restaurant management.
- Ensures that all restaurant procedures and policies are carried out consistently, as per the Restaurant Operations Manual and Butler Service Manual. CSM is responsible for the ongoing maintenance of these manuals.
- Ensures that all Human Resources procedures and policies are carried out consistently, as per the Human Resources Manual.
- On every ship visit the CSM must check in with the HR Manager and communicate any crew issues that arise during the visit.
- Ensures that all comment cards and ratings are shared with the Restaurant Management Team and the Restaurant brigades.
- Ensures that staff’s presentation is in accordance with the appearance and standards guidelines.
- Conducts regular scheduled meetings with the restaurant management team, reinforcing communication.
- Encourages the restaurant management team to continually coach and develop the restaurant personnel, to encourage onboard promotions.
- Travels the fleet on a regular basis as per schedules set up by the Operations department.
- When on board he must participate and analyze in the monthly budget meetings.
- When on board he should participate in the SHOM (Shipboard Hotel Operations Meeting) meeting and walk around inspection conducted by the General Manager.
- CSM must ensure reservations for the specialty restaurants are handled as per the Restaurant Operations Manual and company standards.
- Works closely with shore side Human Resources for rotations, crew budgets, promotions, evaluations, disciplinary proceedings and any other relevant crew movement.
- · Ensures that all Public Health procedures are followed and maintained, and that all restaurant staff are properly trained in PH rules and regulations.
- CSM must work closely with the Chief Housekeeper, Food & Beverage Director and the Head Butler to ensure food service in the guest staterooms is of the uppermost standards and that Butlers are providing service to the highest standards.
- CSM must prepare a voyage report when onboard for shore side management; a copy of this report must be discussed with the General Manager and Food & Beverage Director before disembarking.
- Works with the onboard Managers to ensure revenue targets are met and new revenue ideas are implemented when necessary.
- Will be responsible to ensure all departments operate within their operational budgets and adhere to the breakage and loss prevention programs.
- Reviews equipment orders from each vessel prior to sending them to the purchasing department for processing.
Human Resources:
- CSM should review objectively, together with the Food & Beverage Director the performance of Restaurant Managers.
- Review together with the Restaurant Managers, the performances of Maître D’s, Head Waiters, Deputy Head Waiters, Head Sommelier, Head Butler and Executive Cellar Master
- Review and approve the promotions of Middle Managers.
- Review and approve performance evaluations of the Restaurant and Butler Management teams.
- Support and enforce the onboard/shore side operation.
- Must possess very good communication skills, linking the corporate office with the ship and other departments.
- Must be familiar with the HR operations manuals and policies and keep him/her-self updated at all times.
- Assist the Scheduling Manager to coordinate the Rotations for Restaurant Managers, Maître D’s Head Waiters and Deputy Head Waiters.
- Must be familiar with TAR and its policies and conduct spot checks during each ships visit to verify if policies are followed accordingly.
- Ensures proper labor relations and work conditions are maintained for all employees.
Training and Development:
- Evaluates and develops all training programs/initiatives, measures progress and achievement of objectives, oversees that all programs are being executed in a timely manner and according to expectations, provides the necessary tools/materials.
- Get actively involved in training the entire Restaurant and beverage team including the sommeliers and standardize the training programs on all the vessels.
- Identify and develop potential candidates within the team.
Ship’s Visit/Inspections:
- Conduct ships visits as required.
- Audit the Restaurant Department/ Butlers/ Bars/ Housekeeping onboard by using the Operations Manuals and Route of Service.
- Must visit and evaluate all areas during ships visits.
- Interact with guests onboard to understand their needs and desires.
- Must be able to compile an objective Ship’s Visit Report and quality report (or any other report required by the Senior Director of Operations or Director of Service Quality) and address to all parties concerned prior to disembarking.
- Must evaluate the onboard restaurant management, evaluating their strengths and setting goals and objectives where individuals need to develop and improve their skills.
Operations:
- Must be able to take over the Restaurant Manager position at any given time.
- Review and approve the on board team with regards to Hotel equipment orders, projections, establishing/setting par levels.
- Plan, develop, forecast and budget all repositioning and special cruises.
- Works closely with the Restaurant Manager, (senior) Executive Chef to ensure a smooth running operation and to promote a healthy relationship between the Restaurant Department, Beverage Department and Culinary Departments.
- Ensure proper Communication and follow up between the office and ships on all matters of deliveries and quality.
- Conducts interviews with ships to verify correctness of the deliveries and quality requested.
- Analyzes the nature and cause of errors to identify areas needing improvement in the department’s processes and systems for determining the best service to the ships.
- Work in and as part of a team; does not make any changes in the operation and chain of supply without the approval and knowledge of the Director of Quality Service.
- Constantly strives to upgrade the Restaurant Service Quality.
- Be involved in beverage programs with guest chefs and wine makers.
- Keeps direct communications with the Director of Quality Service.
- Communicate and coordinate with the Culinary Cooperate team as needed.
Shore Side
- Responsible for the rotation of the Service Management team fleet wide. To ensure that all the ships are properly manned with qualified managers.
- To update the Restaurant Operations Manuals on a regular basis.
- Reviews and analyses comment card and ratings.
- To keep updated with new trends in the Hospitality and Cruise Industry.
- Acts as a support to all service staff and managers and the shipboard operation.
- Any other projects as per shore side reports.
- Review and discuss all material orders for the service areas.
Job Requirement/Expectations
- Requires a minimum of 10 years in the profession (Upscale Quality Hotels & Restaurants).
- Requires a minimum of 5 years’ experience working on upscale cruise lines, in a restaurant Management position.
- Must be familiar with premium brands and products used in 5 Star hotel operations.
- Establishing and maintaining a high level (6-Star) service experience onboard luxury cruise ships.
- Ability to organize, prioritize and manage multiple projects, and develops timelines to meet deadlines within specific parameters.
- Must possess excellent leadership skills while working in a fast paced environment
- Must possess very good computer skills and be proficient with MS-OFFICE, WINDOWS and company proprietary Software.
- Must be able to read and speak English, to orate clear definitions to his subordinates, able to interpret documents such as reports and manuals. Other languages are considered a plus.
- Must be a serious professional and take great pride in his or her work.
- Adhere to Company Rules & Regulations as dictated by the company employee handbook
Package
- Negotiable depending on experience
- Year round medical
- Reimbursed travel expenses.