Job Description:
Position Summary
1. Responsible to lead the Food & Beverage service staff in all Food & Beverage areas onboard.
He/she is responsible for ensuring the highest level of service by overseeing all aspects of service
and service staff during operating hours, while working in a clean and safe environment and meeting
all financial goals, ratings. Public health Standards must be upheld at all times.
Reporting Structure
1. Reporting to the Hotel Director.
2. Subordinates – Executive Chef, Restaurant Manager, Head Sommelier, Head Bartender, Bar
Manager (where applicable) and Hotel Stores Manager.
Responsibilities
1. Responsible to provide guests and crew with the highest quality F&B services, demonstrating
genuine concern for guests and crew wellbeing at all times.
2. Manages dining rooms, lounges, bars and galleys to ensure proper room preparation, including setup
3.Provides a highly visible presence around the ship to verify the smooth running, acting on and
following up any issues found to ensure that standards are not affected.
4. Actively participates in all onboard events and special functions. Managing all service aspects during
such events.
5. Proactively interacts with all guests in order to identify their expectations and needs fulfilling them
promptly. Demonstrates upmost sincerity and hospitality with all guest interactions.
6. Ensures that all guest requests, enquiries and complaints are responded to immediately and are
followed up on efficiently and to the guests satisfaction.
7. Ensures a pleasant dining experience in all outlets by collaborating with the Executive Chef and
Restaurant Manager.
8. Regularly monitors customer satisfaction and ensures personal responsibility and accountability.
Reviews all mid cruise and end of cruise comment cards and acts accordingly. Guest satisfaction
being measured on a cruise by cruise basis by guest rating scores.
9. Displays a full and comprehensive knowledge of the ships facilities, ports of call and services.
10. Maintains a high level of communication and feedback with the Hotel Director as well as other
departments around the ship.
11. Ensures confidentiality when handling sensitive information.
12. Maximizes beverage sales by identifying and targeting sales opportunities through promoting special
events and training staff on 'up selling'.
13. Maximizes revenue and minimizes operating expenses without negatively affecting the product for
guests and crew.
14. Forecasts F&B budgets for the following financial year.
15. Communicates all vital information pertinent to the smooth and cost effective running of the F&B
department.
16. Responsible to ensure that all outlets within the F&B department operate within the established
budgetary guidelines for the vessel. Reviewing all F&B related costs and consumptions in accordance
with financial targets.
17. Ensures that all F&B revenues and expenses are properly recorded budget, and the variations from
the budgeted amounts are properly documented.
18. Continuous monitoring of all operation and financial goals.
19. Conducts end of cruise beverage inventories and monthly china, glass and silverware inventories.
20. Authorizes in port F&B purchases. (providing the Hotel Director approves)
21. Monitors and approves purchase requests to ensure adequate stock onboard.
22. Monitors the storing and provisioning of all F&B items.
23. Assumes overall responsibility for leading the F&B team to successful completion of daily work
assignments.
24. Sets departmental objectives that are clearly measurable.
25. Implements strategies to achieve service goals.
26. Executes strict Public Health practices daily and ensures that subordinates carry out the same.
27. Strictly maintains cleanliness standards throughout the ship and ensures that Public Health standards
are being followed at all times.
28. Conducts regular inspections of areas of responsibility to ensure proper organization, cleanliness and
maintenance.
29. Ensures the readiness for any announced or unannounced Public Health inspection, whether it's
completed internally or by external authorities.
30. Monitors F&B waste separation and disposal procedures.
31. Practices good administrative housekeeping.
32. Prepares cruise reports, identifying and suggesting ways to improve guest service and satisfaction.
33. Conducts proper follow up of guest incidents, including appropriate documentation of guest recovery
actions.
34. Updates the guest recovery logbook and ensures proper follow up and closure of all reported
incidents.
35. Liaises with the HR Manager with regards to personnel issues, so they can be effectively dealt with,
aiming to continuously improve the service offered (i.e. staff planning, skills, shortages, service
standards and other training).
36. Maintains a consistent and fair corrective action system. Ensures that correct disciplinary procedures
are adhered to especially with regard to correct handling of written warnings and record of same.
37. Carries out regular staff meetings to ensure optimum teamwork and productivity, that all necessary
information is properly communicated to all concerned.
38. Communicates with the restaurant and galley teams regarding reservations and/or special events.
39. Communicates and teams well with other departments (i.e Rooms Division, Reception etc) ensuring
appropriate staff levels for all events and ensuring assigned responsibilities are carried out.
40. Maintains consistency of service by being aware of and prepared for all course events, large parties
and reservations that may affect food and beverage service operations.
41. Ensures that the Silversea product and service standards and procedures are in place and
maintained.
42. Responsible to coordinate services to achieve agreed priorities.
43. Acts as the manager on duty when all other management staff has departed for the evening and
supervises any remaining crew.
44. Carries out regular inspections on the conditions of equipment within the department, checking the
maintenance log on a regular basis, following up on items still pending until closed. Maintaining
records of inspections as standard.
45. Demonstrates a high and consistent level of organization and management.
46. Creates, maintains and distributes weekly scheduled duties for the team and communications
changes as appropriate to all.
47. Inducts, trains, coaches and leads crew to consistently deliver superior levels of performance.
Delivering training in all technical and non-technical aspects of their role, including quality and
service.
48. Protects guests by training staff and adhering to all safety, sanitation, food preparation, food storage
and alcohol beverage control policies including confirming legal drinking age and discontinuing
service to intoxicated guests.
49. Fully implements the Professional Performance Interview system and complies with the process.
50. Complies fully with the Company procedures for talent management including the policies for cross
training, promotion and transfer.
51. Strives to create and maintain a positive work environment. Successfully leading subordinates into
productive working methods by setting an example and utilizing all available tools.
52. Controls and approves department overtime and working hours. Making the best use of manpower by
managing the hours worked by each crew member and monitoring the financial impact on the
business, ensuring each employee works according to his/her contractual hours and in compliance
with ILO and MLC work/rest hours. Completing all relevant documentation and finding alternative
solutions in case of an anticipated increase in overtime, in order to fully comply with Silversea policy
and procedures at all times. Record keeping as standard.
53. Proactively responds to issues or potential problems quickly and efficiently involving relevant people
as required. Communicates any challenges, complaints or service difficulties. Keeping the Hotel
Director fully informed of all problems and matters of significance.
54. Practices preventative maintenance.
55. Incorporates Company service standards, personalized service and sincere hospitality by creating
positive experiences for guests, efficiently engaging with guests and anticipating guest needs.
56. Leads, trains and develops subordinates ensuring effective reviews, feedback, coaching and
performance management.
57. Establish and develop a highly motivated, pro-active F&B team with the highest ethical standards that
delivers a cost effective and quality oriented service product.
58. Accountable for meeting Public Health requirements.
59. Practices good people management, maintaining proper conduct with all departments around the
ship.
60. Observes and enforces uniform and grooming standards according to Company policies.
61. Implements and supports all Silversea Cruises initiatives and programs as requested by the
Corporate office.
62. Maintains knowledge of other Silversea vessels.
63. All other duties as assigned.
Safety Duties:
1. Participates in crew and passenger safety drills according to instructions.
2. Always complies with the Company's safety and pollution prevention regulations and operating
procedures.
3. Participates in all mandatory training.
4. Leads by example by taking care of Health and Safety of self and others.
5. Ensures that all work equipment, personal protective equipment, chemicals and safety devices are
being used correctly. Delivering training, guidance and supervision on how to use and maintain them.
Education/Experience/Qualifications:
1. Valid STCW95 certification.
2. Four year college degree or equivalent experience required.
3. A minimum of 4 years of progressive responsibility in food and beverage industry required
4. A minimum of 2 years of personnel management, preferably on a cruise ship.
5. Experience in resolving customer issues/complaints as well as overall excellent customer service
required.
6. Vast experience of a multi outlet operation.
7. Experience in handling multimillion dollar budgets.
8. Public Health experience required.
9. Physically and medically fit.
Language requirements:
1. Excellent fluent English (verbal and written). English is the working and safety language on board
Silversea vessels. This also includes the ability to give and receive instructions in verbal and written
forms and to effectively and efficiently engage with guests and crew members. Conversational in an
additional language (German, French, Italian, Spanish, Mandarin).
Computer knowledge:
1. Good working knowledge of Microsoft applications, Fidelio and hotel operating systems.
Physical Demands and Working Conditions:
Required to stand, walk long distances, reaching and sitting. Repetitive motion of bending, going up and
down stairs. Must be able to climb, balance, reach, stoop, kneel, crouch or crawl without hindrance. Lifting
or pushing of up to 50lbs. The position requires overtime work and irregular schedules. Will be exposed
to sunlight, heat, wet and humid conditions. Works all areas of the vessel and office environment with
noise, light traffic and distracting environments.
Profile:
1. Maintains a positive and approachable personality, providing a two way line of communication with
crew. Dealing with day to day problems, including personal problems.
2. Ability to work independently and proactively in a fast paced environment.
3. Solid time management, organization and prioritization skills.
4. Punctual.
5. Proactive approach to problem solving.
6. Sensitivity to cultural differences and the ability to work in a wide variety of cultural contexts.
7. Strong interpersonal skills and ability to lead, motivate and develop a culturally diverse work force.
8. Ability to be adaptable to change, quick thinking, able to make decisions under pressure whilst
maintaining attention to detail. Well organized, self-managed and motivated. Handle multiple
demands, remain calm and effective under pressure and resolve issues quickly.
9. Models high standards of discretion and interpersonal and professional behavior at all times.
10. Ability to work with all personality types even in adverse situations.
11. Effective, full, clear and concise verbal and non-verbal communications is essential.
12. Respects the privacy of guests and colleagues.
13. Respects the contribution of fellow crew members and actively promotes team work.
14. Safe, professional and personal practices. Knowledgeable of the Safety Management System and
MLC requirements.
15. Well groomed and neat appearance.
16. Ability to deliver a high standard of performance.
Note:
This job description in no way states or implies that these are the only duties to be performed by the
employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related
instructions and to perform any other job-related duties requested by any person authorized to give
instructions or assignments. Management reserves the right to change, rescind, add, or delete the
functions of this position at any time.