Head Wine Steward / Stewardess

negotiable Expires in 9 months

JOB DETAIL

Reports To : Assistant Bar Manager, Bar Manager, Restaurant Manager (service)

Direct Reports : N/A

Position Summary

The Head Wine Steward provides guests with courteous and professional service, and a variety of quality wines and wine services consistent with company standards, while meeting sales targets set by the company, and increasing revenue.

Essential Duties and Responsibilities

Operational 

  • Ensures the smooth running of the Dining Room and Bar wine service operation on a day-to-day basis in compliance with company standards and policies as outlined in the Operations and Human Resources manuals.
  • Train and familiarize employees by: planning, assigning and directing work, evaluating performance, rewarding and disciplining employees, addressing complaints, resolving issues
  • Ensure that all crew working in the Dining Room and Bar operation are well aware of the company beverage control procedures and have acknowledged them by signing the appropriate acknowledgement letters.
  • Ensure timely handling and resolving of guest complaints regarding the Wine Operation.
  • Assist guests who have complaints that affect any other departments onboard the vessel.
  • Work closely and efficiently with the Restaurant Manager and Bar Manager to communicate any guest remarks regarding beverage service in the restaurant.
  • Attend the restaurant management meeting and shares any service related issues with team to ensure prompt follow up on guest comments.
  • Adhere to the drinking age policy for vessel.
  • Conduct training sessions with staff covering all aspects of service including: Greeting guests by name, Properly order taking, Up-selling techniques, Utilizing correct glassware, Mixology, Correct use of registers, Properly serving specialty drinks
  • Possess knowledge of the entire wine operation and wine events: scheduling, requisition, inventory, spoilage/breakage, inter-bar transfers, left over wines, wine and drink packages
  • Conduct wine training for staff, and wine seminars to the guests at any given time.
  • Maintain accuracy of the wine list.
  • Promote various wines and bar events to maximize revenue and guest experience.
  • Relate and reinforce the company “No Tolerance” Sexual Harassment Policy and enforce policy when applicable.
  • Monitor and maintain all wine cellars.
  • Maintain sufficient inventory of Dining Room support items such as glassware, bar checks, napkins, etc., to ensure an efficient operation according to company standards.
  • Participate on the daily Dining Room menu briefing and make wine suggestions
  • Generate new ideas and methods to increase wine revenues and improve wine service.
  • Possess full knowledge of current Public Health rules and regulations and maintains standards throughout the Wine operations.
  • Ensure that the Bar Manager is advised of crew requests or Human Resource-related issues.
  • Inspect all outlets at the start of shift and throughout shift to ensure that all items are up to standard including, but not limited to glassware, side stations, etc. and correct any deficiencies.
  • Read, learn, understand and insure compliance with the Standard Operating Procedures and specifications.
  • Conduct inspections to maintain the high standards of professionalism within the F&B organization.
  • Send daily reports on the closing times of all outlets and issues requiring attention, to respective management.
  • During Loading – Count properly receiving wine stock and report discrepancy to Bar Manager.

Maintain professional appearance to meet the following standards:

  • Clean and ironed uniforms.
  • Nametag visible at all times.
  • Showers at least twice a day

For males:

  • Hair must be well-groomed and above the collar.
  • Facial hair is not allowed in the Bar.
  • Sideburns should not be lower than the ear lobe.
  • No earrings are allowed for male employees.
  • Personal jewelry should be kept to a minimum.
  • All shoes are to be enclosed at the toe and heel.

For females:

  • Hair must be kept away from the face.
  • Ladies should wear a dark-colored scrunch to tie back hair.
  • Makeup should be tasteful and minimal.
  • Personal jewelry should be kept to a minimum.
  • Ladies may wear small earrings and one ring per hand.
  • All shoes are to be enclosed at the toe and heel.
  • Ladies heels are to be no higher than 1 inch

Training & Development

  • Attend all meetings, training activities or classes related to assigned position as required.
  • Provide on-the-job training to subordinates to strengthen their knowledge and improve performance.
  • Mentor, coach and prepare personnel for future advancement as professional sommeliers.
  • Ensure that all subordinates follow the ship rules and regulations.
  • Conduct appropriate training and familiarization new hires to their new job and living environment.
  • Ensure that all scheduled/necessary performance evaluations are completed to company standards.
  • Conduct training with Dining Room and Bar Staff and ensure adherence to the Wine Training Program per the Bar Operation Manual.
  • Conduct wine trainings with the restaurant middle managers to ensure support in the restaurants.
  • Responsible for future Sommelier training.

Financial

  • Control beverage, equipment and labor cost in assigned area conforming to Corporate Office Guidelines and Budget.
  • Improve and maintain sales and profitability.
  • Work within set cost budget and par levels, and adjust requisitions to avoid any possible over ordering.
  • Monitor beverage consumption and poring to reduce wastage and avoid unnecessary financial exposure.
  • Control overtime and apply TAR procedures accordingly, within the set budget perimeters.
  • Maintain cost and par level of the wines and other beverages in the wine cellars.
  • Analyze the onboard sales to identify profitable events or merchandise.

Safety Responsibilities

  • Maintain a safe and sanitary environment for all guests and crew members.
  • Follow proper procedures and instructions at all times to prevent damage of any kind to ship or company property.
  • Know and comply with Shipsan, the European sanitation program, and United States Public Health rules and regulations pertaining to assigned working area.
  • Participate in safety drills as required.
  • Comply with Marella Cruises’ Safety and Pollution Prevention Program
  • Comply with Marella Cruises’ Operating Procedures Resources.

Other Duties and Responsibilities  

  • As assigned

Qualifications

Knowledge, experience, skill, and/or ability

Required

  • Fluent in written and spoken English,
  • Must be able to communicate effectively with the senior management.
  • Ability to lead and make decisions.
  • Good administrative skills.
  • Experienced in coaching subordinates.
  • Must be cost and quality conscious.
  • Must adhere to specific scheduled work hours, yet be flexible if circumstances require it.
  • Work with international team members.
  • Perform assigned duties under pressure (time constraints).

Preferred

  • Fluency in additional languages

Required computer skills

  • Knowledge of Microsoft programs to include but not limited to, Outlook, Word, Excel, and Power Point
  • FBS/ICS Apollo Inventory system

Education/experience/certifications

  • Basic school education.
  • Minimum two years extensive experience in wine service.
  • Completed Sommelier trainings or certificates.
  • Ability to correctly pronounce wine regions, varieties and descriptions.
  • Ability to deal with guests from different nationalities

Other Skills:

  • Knowledge of general office practices, procedures and equipment.
  • Ability to prioritize tasks and work independently.
  • Strong organizational, interpersonal and communication skills.
  • Ability to interact with senior-level management and owner representatives.

Math Ability:

  • Able to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions, and decimals.

Reasoning Ability:

  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
  • Ability to deal with problems involving several concrete variables in standardized situations.

Work Environment & Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job the employee is regularly required to: Stand; Use hands to finger, handle, or feel; Reach with hands and arms; Talk or hear and smell.
  • The employee must be able to lift or move up to 55 pounds (25 kilograms) without assistance.

Vision Requirements:

  • Ability to adjust focus, depth perception, peripheral vision, distance vision and close vision and to be able to otherwise perform the essential functions of the job in a manner that does not present danger to the employee or others with or without a reasonable accommodation.