Job Description

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

Do you share Hornblower's passion for providing amazing experiences? 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. As we say at Hornblower, why work when you can cruise? The successful Restaurant Supervisor manages the day-to-day activities of the front-of-the-house including cruise execution, assisting with details and recruitment in conjunction with the restaurant manager and senior restaurant manager to ensure consistently high levels of quality, service and guest satisfaction while maintaining a high level of profitability.

Duties and Responsibilities:

Cruise Execution

• Assist in managing the front-of-the-house staff, including recruitment, training, coaching/discipline, and retention of assigned vessel
• Provide assistance to restaurant managers changing shifts 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
• Assist in gathering pertinent cruise event details from the other departments to ensure special guest requests are fulfilled thereby ensuring complete guest satisfaction
• Participate in conducting pre-cruise meetings and communicates to front-line staff all necessary information regarding the cruise (seating charts, special bar packages, boarding procedures, etc.)
• Ensure that staff and guests adhere to all safety standards and procedures.
• Ensure that staff is trained and consistently follows and adheres to proper alcohol service guidelines thereby ensuring the safety of each guest
• Ensure that all staff consistently follows and adheres to all health department sanitation codes and requirements thereby maintaining the Company’s strict standards of sanitation
• Resolve guest service issues by utilizing strong guest service skills and exercising diplomacy in keeping with company objective of guest retention
• Observe and recommend line-staff that require further training and development to ensure proper and effective service
• Recommend approved programs that improve the level of service and product quality

Staff Management

• Assist in recruiting all front-line staff when necessary to fill vacant positions
• Partake in delivering training to all new front-line staff
• Assist with scheduling front-line staff according to staffing matrix
• Adhere to Company’s performance management guidelines for all discipline and termination situations
• Develop positive working relationships with city department heads and peers
• Develop strong teamwork within the staff
• Help develop and execute employee incentive programs

Administration

• Adhere to established cash control procedures and ensures standards are maintained when applicable
• Monitor costs and maintain cost control for assigned areas of responsibility, i.e. bar costs, concessions, etc.
• Administer payroll system including scheduling, checking, transmitting and processing
• Plan, negotiate and execute collateral duties as assigned by Senior Restaurant Manager: bar, laundry/linen, gift shop, uniforms, galley, entertainment, and SRT Program and Training; scheduling for servers, server assistants, bartenders and cruise directors
• Schedule front-line staff work periods to achieve maximum payroll efficiency
• Ensure that all states and local health and alcohol control requirements are met onboard and that all employees are familiar with these requirements
• Attend all scheduled meetings
• Operate all restaurant systems (PC, restaurant cost analysis software, cash registers)

Requirements & Qualifications:

• High school diploma or equivalent required
• Associates Degree preferred
• Minimum of two (2) years guest service experience
• Supervisory experience required
• Responsible alcohol service requirements—TIPS Certification required
• Health department sanitations codes & requirements—ServSafe Certification required
• Energetic and enthusiastic personality essential
• Basic computer skills are required
• Will work for extended periods without sitting
• Required to lift furniture and other heavy items such as dishes up and down stairs
• Will be required to be available for work on all major holidays
• Per US Coast Guard regulations, must be a US Citizen or a Permanent Resident

The RESPECT Service System embodies our 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.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.