Department: Hotel

Reports To: Hotel Director

Job Summary: Directs and oversees all aspects of the vessel’s Food & Beverage (F&B) planning and service, with duties to include menu execution and cost control, preparation and presentation of food and drinks, and adherence to quality and safety standards. Plans, coordinates, and oversees special events. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.

Key Responsibilities:

• Comply with company policy regarding waste separation and environmental compliance.
• Conduct regular training with all departmental team members on food waste separation and environmental compliance as per Global Hess policies.
• Ensures the highest level of guest satisfaction by providing premium F&B services while aligning with Holland America Line’s brand standards.
• Oversees, plans and coordinates the day-to-day aspects of all F&B Operations onboard the vessel.
• Through various support programs & reporting tools both onboard and ashore, provides analysis and establishes action plans for the F&B department based on the feedback from electronic Guest Surveys (eGSS) as well as other guest feedback and problem tracking programs (IssuTrax; Share Your Thoughts cards; etc.)
• Oversees and directs the performance of the Managers and Supervisors of the F&B Department including but not limited to the Restaurant Operations Manager; Executive Chef; Beverage Manager; Sanitation Officer; Provision Master Etc. In coordination with the relevant shoreside Department Head, regularly reviews the performance of individual Managers and provides direction and goals to maximize performance levels. Oversees the performance review of the Managers’ direct reports (i.e. Maître’ D; Executive Sous Chef; Assistant Maître’ D)
• Establishes and maintains effective internal communications and oversight of the F&B department performance through regular meetings fostering teamwork, productivity and efficiencies.
• Develops new brand-centric initiatives, programs and innovative hospitality concepts for review and approval by applicable GEPD department heads ashore for potential testing and implementation within the HAL brand
• Regularly oversees relevant ship-to-shore communications on performance monitoring, brand standards, service enhancements and roll-out of new initiatives.
• Ensures that all safety & security policies and procedures are in place and followed by all hotel department employees to maintain the wellbeing of all guests and crew.
• Conducts regular inspections along with Managers of the F&B Department of all areas of the department and follows up on defects and action plans identified as a result of those inspections.
• Oversees compliance in the F&B Department of all ECP, HESS and VSP policies and procedures.
• Ensures that all Accounting and Financial policies and procedures are followed and complied with. Regularly reviews all cost center expenditures for the F&B department in relation to Budget expectations – develops action plans and follow-up to adverse variances and reports appropriately to relevant department heads shoreside.
• Responsible for satisfactory inventory & purchasing management in all areas of the F&B department.
• Continually updates the onboard senior leadership team regarding shipboard performance in the areas of financials and guest satisfaction.
• Establishes and maintains a prominent level of visibility and involvement throughout the ship and in business, social and governmental communities as appropriate.
• Oversees, in conjunction with the onboard senior leadership team all aspects of the crew social & welfare programming and ensures all back-of-house & crew areas are well maintained and in accordance with brand standards.
• Champions the use of the Navigator App experience tools to drive greater onboard revenue and guest satisfaction performance.
• Perform other job-related functions as assigned.

General Responsibilities:

• Builds strong teams and fosters collaboration.
• Leads by example and providing regular and focused performance feedback, thus creating a dynamic team.
• Acts as a corporate & brand ambassador with the onboard teams supporting and driving all long-term company goals and brand direction.
• Fosters regular and structured communications between vessel and shoreside departments.
• Always maintains a visible presence throughout the vessel and encourage meaningful and strong guest interaction by you and the F&B department officers.
• Promotes efficiencies in time management and resources through holding structured, documented and concise meetings and inspections.
• Exercises emotional intelligence to communicate effectively throughout all levels of the operation
• Instrumental in accurate and effective budgeting
• Demonstrates strong financial responsibility, working together with relevant department heads for day-to-day oversight as well as Voyage/Monthly/YTD overview with an expectation to meet and/or exceed targets.
• Encourages input of direct reporting management – create a team of ‘stakeholders’ who provide ‘collaborative leadership’ and feedback across all aspects of the operation, thus maintaining set standards and execution of relevant policies and procedures.

Physical Requirements:

• While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds. This job requires specific vision abilities to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• All team members must be physically able to participate in emergency lifesaving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of  lifeboats.
• Work within different temperature changes—indoors to outdoors.
• Able to pass basic safety course.
• This is a minimal description of duties. Other work requirements may be necessary and assigned as business or maritime law dictates.

Desired Skills & Experience

• Bachelor’s Degree in Hospitality Management (preferred), Business Administration or related field from an accredited college or university or the international equivalent.
• Minimum of five years’ experience as a Food & Beverage Director in a large cruise ship or multi-venue, high volume, luxury hotel or resort is required.
• Current knowledge of the US Vessel Sanitation Program (U.S.P.H.)
• Exceptional communication and interpersonal skills.
• Excellent computer software skills required (Word; Excel; Outlook etc.)
• Ability to speak and write English fluently. Proficiency in at least one of the following languages would be an advantage – Dutch, Spanish, or German.
• Ability to lead with a perspective in a culturally diverse and dynamic environment.
• Knowledge of the principles and processes involved in business and organizational planning, coordination and execution. This includes resource allocation, work force planning and management, leadership techniques and production methods.
• Knowledge of the principles and processes for providing personalized services, including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques.
• Knowledge of policies and practices involved in the human resources function.
• Ability to lead teams in a positive and productive manner by inspiring and developing individuals and effectively managing processes.

Note: Other duties as assigned included and not limited to Health, Environmental, Safety and Security responsibilities.