Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.
Position Summary:
The successful Restaurant and Events Manager oversees front-of-the-house cruise execution to ensure consistently high levels of quality, service and customer satisfaction while maintaining a high level of profitability.
Duties and Responsibilities:
Cruise Execution
- Manages front-of-the-house staff, including recruitment, training, coaching/discipline, and retention.
- Rotates as shift manager on cruises and ensures adherence to procedures detailed in the Product Management Guide. This includes thorough pre-cruise preparation, adherence to cruise scripts, supervision of front-line staff, proper execution of food & beverage service, and entertainment.
- Gathers pertinent cruise event details from the other departments to ensure special guest requests are fulfilled thereby ensuring complete guest satisfaction.
- Conducts pre-cruise meetings and communicates to front-line staff all necessary information regarding the cruise (seating charts, special bar packages, boarding procedures, etc.).
- Ensures that staff and guests adhere to all safety standards and procedures.
- Ensures that staff is trained and consistently follows and adheres to proper alcohol service guidelines thereby ensuring the safety of each guest.
- Ensures that all staff consistently follows and adheres to all health department sanitation codes and requirements thereby maintaining the Company’s strict standards of sanitation.
- Resolves guest service issues by utilizing strong customer service skills and exercising diplomacy in keeping with company objective of customer retention.
- Observes and identifies line-staff that require further training and development to ensure proper and effective service.
- Recommends and executes approved programs that improve the level of service and product quality. Staff Management.
- Recruits all front-line staff when necessary to fill vacant positions.
- Delivers training to all new front-line staff.
- Schedules front-line staff according to staffing matrix.
- Adheres to Company’s performance management guidelines for all discipline and termination situations.
- Recommends to the F&B Director the promotion of front-line staff to full-time annual positions.
- Develops positive working relationships with city department heads and peers.
- Develops strong teamwork within the staff.
- Helps develop and execute employee incentive programs.
Administration
- Adheres to established cash control procedures and ensures standards are maintained.
- Monitors costs and maintains cost control for assigned areas of responsibility, i.e. bar costs, concessions, etc.
- Administers payroll system including scheduling, checking, transmitting and processing.
- Plans, negotiates and executes collateral duties as assigned by F&B Director: bar, laundry/linen, gift shop, uniforms, galley, entertainment; scheduling for servers, server assistants, bartenders and cruise directors.
- Schedules front-line staff work periods to achieve maximum payroll efficiency.
- Ensures that all states and local health and alcohol control requirements are met onboard and that all employees are familiar with these requirements.
- Attends all scheduled meetings.
- Operates all restaurant systems (PC, restaurant cost analysis software, cash registers).
- Additional job duties as assigned.
Requirements & Qualifications:
- Minimum of 3 years of total restaurant experience in full-service, high volume environment.
- Degree preferably in a discipline related to the work of the position OR equivalent work experience.
- Must have a minimum of 2 years restaurant supervisory experience.
- Responsible alcohol service requirements. TIPS Certification required.
- Health department sanitations codes & requirements. ServSafe Certification required.
- Mathematical skills (addition, subtraction, multiplication and division) necessary to interpret reports and budgets.
- Strong customer service, organization, and interpersonal skills.
- Maintain a high level of organization, detailed oriented and meet deadlines.
- Handle multiple tasks/projects at one time.
- Establish and maintain effective working relationships as required by job responsibility.
- Listen effectively, assess the situation, determine relevant issues, & suggest solutions.
- Have a working knowledge of computer skills, including but not limited to proficiency with Microsoft Office Suites.
- Must be able to effectively understand and convey written and verbal information to coworkers and guests.
- Maintain uniform and personal grooming in compliance with appearance standards.
- Will be required to be available for work nights, weekends and on all major holidays.
Hornblower is proud to be an Equal Employment Opportunity employer. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of harassment and/or discrimination of any type, including but not limited to discrimination and/or harassment based upon race, citizenship, place of origin, color, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, genetic characteristics, receipt of public assistance and record of offences. City Experiences employment and workplace decisions will be based on company needs, job requirements and individual job qualifications and skills. City Experiences will comply with provincial and federal legislation relating to equal employment opportunities and employment equity.
City Cruises Canada does not use AI technology in any part of the recruitment process.
