Director Restaurant Operations

Job Responsibilities:

• Consistently exceeds the dining operations 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 all food service teammates display a positive and professional demeanor and are fully trained on company service standards and programs.
• Owns and ensures utilization of MedallionClass products, services, and applications throughout the operation to drive engagement in delivering a memorable guest experience.
• Promotes the experience ownership concept by example and immediately rectifies any shortfalls in product delivery that would have a negative impact on the guest experience, communicating with Hotel leadership, as necessary.
• Drives the Service Excellence philosophy and platform by continually reviewing guest and teammates feedback from all platforms and ensuring appropriate follow up is given to ensure satisfaction and continuing improvement.
• Monitors KPI results pinpointing the root-cause for any concerning trends and addressing corrective and preventative action in a proactive manner.
• 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.
• Responsible for the standards of dining service delivered to all teammates addressing any issues that are raised.
• Oversees the development, implementation, and execution of the dining guest experience delivery.
• Ensures training and full utilization of the Dining Reservation System & MedallionClass applications is conducted to support a frictionless guest experience, maximize revenue potential, and venue capacity. Owns and ensures that teammates are kept up to date on all MedallionClass, dining operations procedures and other system updates to ensure that guests needs, preferences, orders, etc. are met and upheld to the brand standards.
• Monitors the scheduling of the shared Utility Food & Beverage Stewards to ensure all dining and beverage service areas are covered per guest service needs, and key job tasks are completed.
• Actively participates as required in pre-cruise planning meetings with senior management.
• Ensures all dining venues have the correct setup, appearance and ambiance.
• Accurately maintains all maintenance logs and technical defects to ensure prompt resolution and scheduling of vendor repairs and services.
• Assists with creating unbiased and efficient creation of teammate schedules that comply with Maritime Labor Convention (MLC) regulations and support business demands.
• Ensures teammates are processing guest orders promptly and accurately through the onboard Point of Sale (POS) systems.
• Overall accountability for bar, food service, and hotel inventory in all dining locations.
• Monitor's seating capacity and promotes Specialty Dining venues to maximize revenue opportunities.
• Actively provides feedback on voyage financial performance and identify potential revenue opportunities.
• Ensures all financial and inventory control brand standards and controls are being followed.
• Trains and monitors performance of dining team to minimize waste, breakages and mishandling of supplies and equipment.
• Trains and monitors performance of dining team to maximize beverage sales/bar revenue.
• Responsible for developing and maintaining an inclusive, harassment-free, and diverse culture within the dining team.
• Instills the Corporate Culture Essentials, and Princess Shared Purpose, Core Values and CRUISE Service Essentials throughout the dining team.
• Promotes a positive change management environment by supporting the adoption of operational initiatives.
• Actively embraces experience ownership across all areas in line with the companys one team, one dream philosophy.
• Mentors the dining teams through coaching, training, and ongoing development to support career progression.
• Knowledgeable 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.
• Ensures that all dining teammates maintain and complete structured training that enhances all key elements of their roles.
• 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
• Strong leadership skills.
• Excellent communication and fluent English language skills.

Princess Cruises offers many benefits. This position is afforded comfortable single cabin accommodations, meals, exceptional amenities, and extensive learning and recreational programs available to all of our teammates.