Department: Hotel

Reports To: Food & Beverage Director

Job Summary: The Restaurant Operations Manager’s primary function is to guarantee a smooth and efficient operation of all dining outlets on board. Oversees performance of all managers and is responsible for driving ratings and revenue targets in main dining room, Lido market and specialty restaurants.

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.
• Organizes schedules for all restaurant operations team members include Maître D, Assistant Maître D, Hosts, all waiters, and Assistant Waiters.
• Trains and oversees performance of all managers and supervisors.
• Trains and cross-trains the restaurant staff and monitor the overall performance of the corresponding outlets in order to improve weak areas in productivity and performance.
• Operates and manages the restaurant operations in an efficient manner that proper service and maintenance of the restaurant is consistent.
• Identifies areas of opportunity and plans, coordinates and conducts trainings as needed.
• Supervises all delegated duties in order to maintain the consistent standards of Restaurants.
• Provides input to forecasting and budgeting requirements for the restaurants.
• Maintains current menus and provides input to help develop new menus.
• Coordinates all restaurant needs with other related departments and department heads.
• Oversees performance of all team members within the restaurants, Lido Market, Mess Rooms and Room Service.
• Oversees restaurant related marketing and ensures promotional materials are featured based on events, restaurant reservation needs, special features or menus.
• Drives guest satisfaction ratings and drives revenue performance for all outlets through establishing revenue targets per restaurant.
• Ensures the restaurant reservation system (SilverWhere) is maintained and that the reservation staff are adhering to the seating guidelines.
• Responsible for the performance appraisals of the restaurant management team.
• Responsible for the individual performance review of the wait staff. (rating cards)
• Responsible for the main dining room reservations including assigned seating.
• Manages and shares the guest manifest reports, including but not limited to dietary requests, dining assignment requests, special requests, events etc.
• Communicates with large groups onboard on embarkation day to discuss dining options.
• Works closely with the Neptune lounge concierges to ensure that Neptune suites and pinnacle suite guests have preferred dining.
• Ensures that once a cruise a round of all dining venues is made with the respective managers to engage with the guests and solicit feedback.
• Controls and maintains all inventory levels for all outlets and ensures PAR levels are maintained.
• Follows up with guests concerns and issues within the company set timeframe and ensure this is monitored and executed in IssueTrax
• Reviews and actions comments gathered from Medallia (eGSS ratings system) to ensure service aspects improve cruise over cruise.
• Ensures that all corporate set guidelines and brand procedures are followed and executed as required.
• Ensures that HESS rules and regulations are in compliance at all times, including but not limited to USPH.
• Dines in all outlets throughout the contract to ensure quality standards.
• Responsible for achieving the 1.6 turn target for each specialty restaurant.
• Achieve the 90-minute table-turn in the main dining room and specialty restaurants.
• Responsible to achieve revenue targets set by corporate office in all specialty restaurants
• Responsible to achieve beverage revenue targets set in main dining room and specialty dining restaurants.
• Controls and manages supplies required in each outlet and come up with plans to reduce breakage.
• 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 encourage collaboration.
• 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 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.
• Ability to lead teams in a positive and productive manner by inspiring and developing individuals and effectively managing processes.
• 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.

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), or related field from an accredited college or university or the international equivalent.
• Minimum of 3 years’ experience in managing a food and beverage service operation is required (Four star and above: Hotel Resort, Restaurant); or two years of experience in managing a food and beverage service operation on a cruise ship 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 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.

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