Job Summary: Directly responsible for the operation and performance of either a Main Dining Room or the Lido Market. Assists with directing and overseeing the performance of the Assistant Maître’ D on the vessel. In order to consistently exceed guest expectations and provide the highest levels of product and services, additional duties and responsibilities may be assigned as needed.
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.
Leads by example utilizing a “hands-on” approach to management.
Establish and develop a highly motivated, pro-active Restaurant team with the highest ethical standards that delivers a cost effective and quality-oriented service and product.
Facilitates an environment in which restaurant team members are comfortable utilizing the open-door policy.
Schedules team members based on operational needs and established company guidelines.
Ensures Assistant Maître’ D and team members are being treated in a fair and equitable manner and team member issues are solved in a timely manner.
Ensures that Assistant Maître’ D and team members are in compliance with the grooming and uniform standards of the company.
Communicates with the restaurant staff through daily, weekly and monthly meetings.
Facilitates continuous training to the team members.
Facilitates cross-training between restaurants and with beverage leadership team.
Continues own education by staying abreast of trends and sharing this information with the team.
Monitors the performance of all restaurant staff to ensure that their duties are carried out in accordance with Company policy, and safety and environmental regulations.
Monitors Assistant Maître’ D and restaurant staff performance. Identify strengths and weaknesses and provide timely feedback to the individual. Make recommendations to the Restaurant Operation Manager regarding succession planning.
Coaches and counsels’ team members in a timely manner and in accordance with Company policy.
Ensures that the rules and regulations as outlined in the MLC2006 are always adhered to.
Ensures that HESS rules and regulations are followed, always ensure compliance from the entire department, including but not limited to USPH.
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.
Have knowledge of the goals of the company and department and the action plans that will be followed to achieve these goals.
Communicates the goals of the company and department and the action plans to the team members.
Develops a positive working relationship with all shipboard departments to facilitate a team oriented atmosphere.
Ensures that all departments within F&B are working together as a team and supporting each other in a professional manner.
Regularly communicates with the Restaurant Operation Manager and Assistant Maître’ D regarding restaurant related matters.
Ensures that assigned restaurant is maintained in accordance with Company policy, USPH and safety and environmental regulations.
Ensures that cleaning schedules for assigned restaurant are in place and being followed.
Ensures that service schedules for equipment in assigned restaurant are in place and being followed.
Submits job orders for repairs to assigned equipment and follow up on these requests to ensure timely completion.
Must be familiar with the Safety and Environmental Protection Policy. Participate in daily USPH inspections as needed.
Ensures that the F&B department achieves eGSS targets set by corporate office on a consistent basis.
Continuously reviews the operation and makes recommendations on how to enhance the product to the Restaurant Operation Manager.
Assists with implementing new policies, standard operating procedures and Company initiatives as assigned.
Always available on the floor to assist team members and to interact with guests.
Responsible for scheduling team members according to operation needs and monitor overtime.
Enforces cost control procedures and monitor waste and breakage.
Ensures the restaurant baseline availability “SilverWhere” is maintained and that the Host Restaurant are adhering to the seating guidelines.
Responsible for the cruise reservation and seating plan in “SilverWhere” together with the restaurant Operation Manager.
Ensures that all guest complaints are dealt with in a timely, professional manner and in accordance with Company policy.
Maintains an outlet log for assigned restaurant. Frequently review this information with the Restaurant Operation Manager.
Completes reports in a timely manner (daily operation report, cover count report, monthly inventory reports, manning reports, etc.) and forward them to the Restaurant Operation Manager.
Assists with reviewing all ship generated reports to identify areas of deficiency in assigned restaurant and determine appropriate courses of action to correct.
Properly plan and prepare for events and cruises.
Develops and maintains par stocks for equipment.
Places general supplies orders according to the Provisioning Schedule.
Orders equipment based on consumption history and par levels.
Conducts monthly equipment inventories in accordance with Company policy.
Ensures that restaurant equipment items delivered to the vessel are in compliance with Company specifications.
Monitors slow moving item reports to ensure that discontinued equipment items are not being reordered.
Responsible for ensuring that assigned restaurant operates within the established revenue and expense budgetary guidelines for the vessel.
Responsible for ensuring the revenue targets are achieved.
Assists with planning orders for assigned restaurant based off the budgetary guidelines for the vessel.
Assists with reviewing all food and beverage related costs and consumptions in accordance with financial targets.
Assists with monitoring revenue reports for accuracy.
Submits budget requests to the Restaurant Operation Manager in a timely manner.
Build strong teams and encourage collaboration.
Leads by example and provides regular and focused performance feedback, thus creating a
Acts as a brand ambassador with the onboard teams supporting the company goals and brand direction.
Fosters regular and structured communications within the Restaurant Operations team.
Always maintains visible presence throughout the department and encourage meaningful and strong guest interaction by you and the Restaurant Operations team.
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 reports – 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.
• 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), or related field from an accredited college or the international equivalent.
Minimum of 3 years’ experience as a Maître’ D or Assistant Maître’ D on large cruise ships or multi-venue, high volume (including large scale banqueting), 5* luxury hotel/resort operation is required.
Current knowledge or good familiarization with 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 organizational planning, coordination and execution. This includes resource allocation, work force planning and management and leadership techniques.
Knowledge of the principles and processes for providing personalized services, including needs assessment techniques, quality service standards, 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, Safety and Security responsibilities.