Director of Guest Services (Food and Beverage) - ...

Salary Range: $85,000 to $90,000 annuallyCity Experiences is seeking a Director of Guest Services for our operation in Newport Beach and Marina del Rey.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:Food and Beverage OperationsEnsures 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 teamRides cruises to observe & coach FOH Managers & BOH Managers on effective cruise management skillsIdentifies skills training needs for all Food & Beverage management team membersWorks with each Food & Beverage management team member regularly to evaluate performance/skills and provides necessary coachingEstablishes department priorities and executes against them based on long-term visionWorks with General Manager to develop all Food & Beverage budgets according to company guidelinesWorks with General Manager and other City Department Heads to develop and implement port strategiesWorks with National Food & Beverage team to adhere to departmental SOPP’s and implement initiatives as neededMaintains close liaison between the Food & Beverage Department and other departmentsCoordinates local Food & Beverage activities with National Food and Beverage DirectorExecutes other projects as assigned by managementOversee Photo and Parking department operationsEnsure Food & Beverage team complete all required safety and compliance training in completed in a timely mannerStaff ManagementRecruits new FOH Managers and BOH Managers when necessary to fill vacant positionsProvides and executes an integration plan for each new hire or promotion according to the established training programParticipates in hiring and orientation of non-exempt restaurant staffRecommends appropriate compensation packages within company guidelinesProvides ongoing performance feedback & coaching to all Food & Beverage teamProvides and directs development/career growth plans for each Food & Beverage team memberRecommends the promotion of Food & Beverage team membersDevelops positive working relationships with other department heads and peersCustomer ServiceResolves guest problems utilizing strong customer service skills and exercising diplomacy in keeping with company objectives and customer retentionImplements and maintains effective safety programs in conjunction with the Operations DepartmentMaintains high standards of sanitation in accordance with Ecosure standards and in accordance with health department codes & requirementsAdheres to procedures in RESPECT program to ensure excellent customer service for internal (fellow crew) and external guestsAdministrationMonitors and controls all costs associated with Food & Beverage operations in accordance with budgetFinds and recommends cost savings that are consistent with company objectivesMonitors and increases onboard revenue sources and develops programs to increase such revenuesProvides a monthly forecast for the General ManagerProvides reports and information to the National Food & Beverage DirectorsAdheres to established cash control procedures and ensures standards are maintainedMaintains food, beverage, supply and equipment purchasing systems, which ensure maximum quality, least cost and high reliabilityMonitors/oversees scheduling onboard crew work periods to achieve maximum payroll efficiencyEnsures that all states and local health and alcohol control requirements are met onboard and that all crew are familiar with these requirementsParticipates in fleetwide task forces as requestedAdditional job duties assignedRequirements & 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 staffBachelor’s degree preferably in a discipline related to the work of the position OR equivalent years of restaurant management experienceAble to successfully manage restaurant staff (front & back-of-the-house) as well as successfully direct management level staffAble to recruit successful Restaurant & Kitchen Managers, as well as the ability to train and develop staffResponsible alcohol service TIPS Trainer Certification/TrainerKnowledge of health department sanitations codes & ServSafe CertificationProven success of cost & wage controlStay well informed on city and county business priorities and objectives/goals and ensure that all city restaurant efforts support achieving themAble to communicate effectively in oral and written formAble to motivate staff and create successful team environmentAchieve financial results by effectively developing & managing a budgetAbility to successfully analyze and solve problemsDemonstrated ability to manage multiple priorities/tasksAble to establish and maintain effective working relationships as required by job responsibilityProvide advice/opinion and exercise discretion concerning confidential and sensitive mattersAble to persuade and influence peopleAbility to listen effectively, assesses the situation, determine relevant issues, identify solutions and gain consensusAble to set aside emotional factors and/or validate them in order to discover key/relevant issuesWork 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 Companyis 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 Companyparticipates in the E-Verify program in certain locations.Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr

Created: 2025-09-17