Lido Manager

Job Responsibilities:

• Consistently exceeds the Dining Room, Alternative Dining and Buffet areas defined targets, by driving a personalized guest and teammate centric culture, reducing friction points and mitigating negative surprises.
• Actively ensures that food service teammates in the assigned dining location are acting as company ambassadors and always displaying a positive and professional demeanor.
• Promotes and ensures integration of Princess MedallionClass products, services and applications throughout their team to drive engagement in delivering a guest and teammates centric experience.
• Understands, leads, and promotes the experience ownership concept within their assigned venue and immediately rectifies any shortfalls in product delivery that would have a negative impact on the guest
• Assists in the review of guest feedback, including Service Excellence platform, comment cards, letters and onboard evaluation surveys, monitoring trends, pinpointing root-cause and addressing corrective and preventative action accordingly.
• Takes full ownership of any negative service interactions and ensures a timely, effective and personalized service recovery takes place, documenting and escalating accordingly.
• Ensures that teammates dining in team members and guest areas receive service that exceed brand standards.
• Responsible for the product delivery in their experience areas ensuring they and their teammates are aligned with experiential ownership expectations to provide consistency in the guest experience.
• Conducts consistent training and ensures full utilization of the Dining Reservation System & MedallionClass applications to support a frictionless guest experience, increases revenue and maximizes venue(s) capacity.
• Ensures service sequences are being followed by all teammates during meal periods and assist with guest dietary requirements.
• Assists in creating unbiased, efficient, and fair teammate schedules that comply with MLC regulations and support business demand.
• Monitor's staffing performance and levels in their assigned dining location allowing for a smooth meal service and providing support to other dining locations when possible.
• Assists in conducting pre-service briefings with the team reviewing menu content, culinary updates, beverage updates, expected occupancy levels based on reservations, surprise and delight moments for guests and any other updates relevant for the meal period.
• Ensures teammates are processing guest orders promptly and accurately through the onboard POS system.
• Responsible for all restaurant charges on company accounts are processed correctly and in a timely manner. Any inconsistencies are escalated to senior management.
• Accountable for all beverage stock held in the assigned location.
• Consistently exceeds Lido Specialty Dining and Buffet Key Performance Indicators (KPI), by driving a personalized guest centric team culture and ensuring teammates demonstrate understanding and commitment to service excellence and experience ownership.
• Actively ensures that food and beverage service teammates in the assigned locations display a positive and professional demeanor and are fully trained on company service standards and programs.
• Promotes and ensures integration of MedallionClass tools, services, and applications throughout their team to drive engagement in delivering a memorable guest experience.
• Oversees their assigned venues to drive the Service Excellence culture and platform.
• Review's guest and teammate comments from all platforms ensuring appropriate feedback is given to address any areas of subpar performance and knowledge gaps.
• Understands the setup, product, and service standards of their areas of responsibility and promptly rectifies any shortfalls that would have a negative impact on the guest experience.
• Monitors Key Performance Indicator (KPI) results, pinpointing rootcauses for any concerning trends and addressing corrective and preventative action accordingly.
• Takes full ownership of any negative service interactions and ensures a timely, effective, and personalized service recovery takes place, documenting and escalating each case through the appropriate channels.
• Oversees the development, implementation, and execution of the dining guest experience in their venues.
• Conducts training and ensures full utilization of the Dining Reservation System & MedallionClass applications to support a frictionless guest experience, increase revenue and maximize venue capacity. Ensures service sequences are being followed by all teammates during meal periods and assists with guest dietary requirements.
• Assists with creating unbiased and efficient creation of teammate schedules that comply with Maritime Labor Convention (MLC) regulations and support business demand.
• Works with the Director of Restaurant Operations, Bar Manager, and Rooms Division Manager to ensure dining and utility teammates are utilized in locations based upon occupancy levels.
• Schedules, monitors, and leads pre-service briefings with the team to share company and venue specific updates, expected occupancy levels based on reservations, surprise and delight moments for guests and any other updates relevant for the meal period.
• Works in close cooperation with the Executive Chef/Sous Chef to assure that buffets are always set up in a timely manner in accordance to posted times and that the buffet presentations meet all brand standards. Financial Responsibility
• Ensures teammates are processing guest orders promptly and accurately through the onboard POS system.
• Confirms all charges on company accounts are processed correctly and in a timely manner and any inconsistencies are escalated to senior management.
• Maintains par levels for all hotel inventory items in their areas of responsibility.
• Actively promotes and supports awareness of the venue beverage service and utilization of assigned venues to maximize revenue generation.
• Actively provides feedback on voyage financial performance and identifies potential revenue opportunities.
• Trains and monitors performance of service team and Assistant Restaurant Managers to minimize waste, breakages and mishandling of supplies and equipment.
• Responsible for maintaining an inclusive, harassment-free, and diverse culture, within the Lido and Specialty Dining teams under their leadership.
• Instills our Corporate Culture Essentials, and brand Shared Purpose, Core Values and CRUISE Service Essentials throughout the Lido Dining teams.
• Promotes a positive change management environment by supporting the adoption of operational initiatives.
• Leads their team by example and ensures each of their team members engage in embracing the experience ownership approach.
• Has knowledge and understanding of all teammates role descriptions and delivers them in a structured and timely manner, ensuring the understanding and commitment.
• Clearly communicates any performance opportunities with teammates in a timely manner, providing constructive guidance, enhanced training, and consistent feedback.
• Provides structured performance feedback to assist the Director of Restaurant Operations with performance appraisals which are fair and a true reflection of performance.
• Ensures that all dining teammates maintain and complete assigned training that enhances key elements of their roles.
• Consistently develops teammates through training, leading by example, teamwork and identifying top performers and providing guidance and support to their career advancement.
• Qualifications:

• Graduate of a recognized Hotel/Catering School or University
• 5 years experience as a senior manager in an F&B related position or equivalent experience from a 5-star cruise line/hotel/restaurant.
• Extensive experience and knowledge of all aspects of hotel/cruise ship food, beverage and service operations.
• Possesses good management skills with an ability to train and motivate a culturally diverse team in a fair and consistent manner.

• Ability to lead and motivate subordinates.
• Fluent English language skills.
• Guest Service-oriented personality and great social skills.