Reports To: Beverage Manager / Assistant Beverage Manager
Job Summary: Responsible for creating an authentic Dutch Café experience on board our HAL ships. Responsible for providing courteous and professional service to our guests and fellow team members while striving to meet and exceed our revenue goals. Responsible for overseeing the entirety of your assigned beverage outlet. Responsible for preparing quality food and beverage according to standard recipes and promptly serving all products with a friendly, individualized experience for each guest. Responsible for educating external and internal guests about our premium beverages and retail offerings. Be willing to go the extra mile to assist guests and team members and recognize that every interaction is important, no matter how big or small.
Responsibilities and essential job functions include, but are not limited to, the following:
Assist, manage and supervise the team in the Grand Dutch café and is responsible for assisting the Beverage Management with the overall direction, coordination, and evaluation of the assigned station.
Provides quality beverages / food products consistently and efficiently for all guests by adhering to all recipe and presentation as per HAL standards. Follows health, safety and sanitation guidelines in the workplace at all times.
Displays a commitment to unparalleled customer service. Excellent communication and interpersonal skills. Willingness to participate in and successfully complete required training and to work with the team to increase customer satisfaction and sales.
Acts with integrity, honesty and ethics that promote the culture, values and mission of Holland America Line.
Maintains a calm demeanor during periods of high volume or unusual events to keep the operating area to Holland America Line’s standard.
Speak English at all times when in guest areas.
Anticipates guests’ needs by constantly evaluating environment and guests for cues.
Communicates information to Supervisor/ Manager so that the team can respond as necessary to create the most efficient service possible.
Assists with new teammate training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
Provides excellent services to our guest with a guest comes first attitude and promotes a friendly, comfortable environment by providing fast and friendly service. Perpetuates Guiding company principles and House Rules.
Follows Holland America Line operational policies and procedures, including those for inventory handling and safety and security, to ensure the safety of all guests, officers and crew.
Routinely cleans the bar equipment’s, tools, area, floor, and grinders, and takes out trash and ensures the bar is in standard compliance of public health.
Maintains regular and consistent attendance and punctuality.
Carries out any other duties and responsibilities as assigned.
Extensive Product Knowledge of Dutch Beers, Spirits, Coffees, Teas and Snacks offered.
Replenish stocks, when necessary, and maintains a clean and organized storage room.
Informs the manager on duty of any operational inconsistencies.
Communicate service challenges effectively to his/ her manager.
Promotes onboard specialty restaurants, entertainment shows, ports of call or any other onboard events as appropriate.
Responsible to achieve the revenue and guest service targets set by the corporate office.
Achieves or exceeds Bar Revenue and Cost objectives established for the assigned station.
Assist the Beverage Manager in creating new opportunities and maximizing existing ones to generate extra revenue. Recommends measures to control/reduce costs and ensures that the operational cost budgets are strictly adhered to.
Works closely with the Beverage Manager in regards to inventory taking, cost control, loading, ordering and storing of GDC specialty products. Follows proper accounting procedures, requisitions, transfers and reconciliation of daily sales for the outlets.
Builds strong teams and encourage collaboration.
Must be highly versed in beverage cost control, profit & loss and upsell techniques.
Leading by example and provides regular and focused performance feedback, thus creating a dynamic team.
Acts as a brand ambassador with the onboard teams supporting the company goals and brand direction.
Fosters regular and structured communications within the Beverage Team.
Promotes efficiencies in time management and resources through holding structured, documented and concise meetings within the team.
Ensure to provide ‘collaborative leadership’ and feedback across all aspects of the operation, thus maintaining set standards and execution of relevant policies and procedures.
Desired Skills & Experience:
Excellent command of the English Language
Experience in supervising a team of 2-5 subordinates.
Previous work experience in authentic Dutch Food and Beverage venues preferred
Extensive knowledge of beverages such as coffee and teas.
Advanced knowledge of varying brands and quality of liquors.
Handle multiple tasks at one time.
Physically fit and able to lift more than 20kg.
Ability to read, interpret and demonstrate the preparation of recipes, extensive mixology experience.
Ability to investigate and solve guest complaints, follows up and meet/exceed guest expectations.
Good knowledge of beverage handling procedures with regard to public health standards.
Cost awareness and full understanding of inventory control and inventory taking.
Ability to train and guide assigned waiting staff.
Work successfully as part of the team, while under pressure.
Excellent appearance, self-starter.
Maintain a positive morale and professional attitude.
Revenue and guest satisfaction focused.
Regularly required to handle food and hot beverages.
Basic understanding of all technical machines used within the beverage department such as draft beer machine, coffee machine, etc.
Excellent open communication style with all levels of employees.
Willing to work on weekends, holidays, and seven days a week and as business requires.
Process information/ merchandise through POS register system.
Certified in Responsible Alcohol Service (HAL University) prior boarding
Note: Other duties as assigned included and not limited to Health, Environmental, Safety and Security responsibilities.