Salary Range: $110,000 - $115,000
City Experiences is seeking a Director of Guest Services for our operation in San Francisco.
About You:
This person will be adaptable, dynamic, and embody City Experiences' RESPECT Service System.
About the Opportunity:
The successful Director of Guest Services manages the city food & beverage team, both front and back-of-the house, including recruitment, training, coaching, development, and retention. Responsible for overseeing the execution of the product to ensure consistent high levels of quality, service and customer satisfaction while maintaining a high level of profitability.
Essential Duties & Responsibilities:

• Ensures effective execution of each cruise according to the specifications of the Product Management Guide so that guests receive a quality, seamless experience on each cruise. Specifically:
  • Directs the efforts of the Food & Beverage team
  • Rides cruises to observe & coach Restaurant & Kitchen Managers on effective cruise management skills
  • Identifies skills training needs for all Food & Beverage management team members
  • Works with each Food & Beverage management team member monthly to evaluate performance/skills
    and provides necessary coaching
• Establishes department priorities and executes against them based on long-term vision
• Works with General Manager to develop all Food & Beverage budgets according to company guidelines
• Works with General Manager and other City Department Heads to develop city's cruise management
  plan
• Participates in the development of the city's strategic business planMaintains close liaison between the Food & Beverage Department and other departments
• Coordinates local Food & Beverage activities with National Food and Beverage Director
• Executes other projects as assigned by management
• Recruits new Restaurant Managers and Kitchen Managers when necessary to fill vacant positions
• Provides and executes an integration plan for each new hire or promotion according to the established
  training program
• Participates in hiring of non-exempt restaurant staff
• Recommends appropriate compensation packages within company guidelines
• Provides ongoing performance feedback & coaching to all Food & Beverage team members
• Prepares & delivers annual performance reviews of all Food & Beverage team members
• Provides and directs development/career growth plans for each Food & Beverage team member
• Recommends the promotion of Food & Beverage team members
• Develops positive working relationships with other department heads and peers
• Resolves guest problems utilizing strong customer service skills and exercising diplomacy in keeping with
  company objectives and customer retention
• Implements and maintains effective safety programs in conjunction with the Operations Department
• Maintains high standards of sanitation in accordance with Spirit standards and in accordance with health
  department codes & requirements
• Monitors and controls all costs associated with the operation of the restaurant in accordance with
  budget
• Finds and recommends cost savings that are consistent with company objectives
• Monitors and increases onboard revenue sources and develops programs to increase such revenues
• Provides a monthly forecast to the General Manager
• Provides reports and information to the National Food & Beverage Directors
• Adheres to established cash control procedures and ensures standards are maintained
• Maintains food, beverage, suppliers and equipment purchasing systems, which ensure maximum
  quality, least cost and high reliability
• Monitors/oversees scheduling restaurant shipmate work periods to achieve maximum payroll efficiency
• Ensures that all states and local health and alcohol control requirements are met onboard and that all
  shipmates are familiar with these requirements
• Participates in fleetwide task forces as requested
• Additional job duties as assigned

Requirements & Qualifications:

• Three (3) to five (5) years of total restaurant experience in a full-service, high-volume environment, both
  front and back-of-the-house. Must include 3 years front-line management experience and 3 years'
  experience directing management level staff
• Bachelor's degree preferably in a discipline related to the work of the position OR equivalent years of
  restaurant management experience
• Able to successfully manage restaurant staff (front & back-of-the-house) as well as successfully direct
  management level staff
• Responsible alcohol service requirements. TIPS Trainer Certification/Trainer
• Knowledge of health department sanitations codes & requirements.
• ServSafe Certification
• Proven success of cost & wage control
• Able to communicate effectively in oral and written form
• Able to motivate staff and create successful team environment
• Ability to successfully analyze and solve problems
• Demonstrated ability to manage multiple priorities/tasks
• Work with Microsoft Office applications (especially Word & Excel)

About Us:
City Experiences' passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25 brands that welcome upwards of 30 million guests/riders annually. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
The RESPECT Service System embodies City Experiences' mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.
The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.
Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply. The Company participates in the E-Verify program in certain locations.