Job Openings Sommelier

About the job Sommelier

ROLE DESCRIPTION

Sommelier

Guest Experience

Mission:

To create lasting memories by providing exceptional service and beverage

recommendations to all guests that selected Princess Cruises as their

vacation getaway. Responsible for educating guests and our teammates

about wine and our premium beverages. Be willing to go the extra mile to

assist guests and teammates, recognizing that every interaction is

important, no matter how big or small. Inspires a guest and teammate

centric culture that increases Net Promoter Scores, Profitability & Service

Excellence.

Personal Characteristics:

  • Extensive working wine knowledge with a WSET, ISG, CMS or SWE certification.
  • Minimum of 2 years experience being part of a beverage service operation is required (Four star and above preferred: Hotel Resort or Restaurant); or one year of experience being part of a beverage service operation on a cruise ship is required.
  • Exceptional communication and interpersonal skills.
  • Excellent computer software skills required (Word; Excel; Outlook etc.)
  • Ability to speak and write English fluently. Proficiency in at least one of the following languages would be an advantage - Spanish, French, Italian or German.
  • Ability to interact with others in a culturally diverse and dynamic environment.
  • Extensive knowledge of varying wine and beverage brands, trends and quality.
  • Knowledge of new and old-world wines, including food and wine pairing, with the capability to conduct wine tasting sessions for large groups of guests, officers and/or teammates.
  • The ability to train other members of the Food & Beverage Team on making wine recommendations and on correct service standards.

Key Result Areas (KRAs)

All Key Result Areas require 100% commitment and focus to perform the role successfully.

Role-Specific KRAs

A:Guest & Experience Ownership

  1. Consistently exceeds Restaurant defined targets by driving a personalized guest and teammate centric culture, reducing friction points and mitigating negative surprises.
  2. Assist guests during the dining hours with wine recommendations, service and selections for perfect pairings with their meals.
  3. Actively ensures that beverage service teammates in the assigned dining locations are working together as company ambassadors and making a positive and professional impression at all times.
  4. Promotes and ensures integration of Princess Medallion Class products, services and applications in order to drive engagement in delivering a guest experience.
  5. Ensure that all wine is served in proper glassware and in proper condition.
  6. Ensure that all wine list prices and verbiage are free of errors.
  7. Hosts and ensures proper set-up of all wine tastings. Works closely with Culinary and Dining teams on wine and food pairing dinners and special events, as instructed by the F & B Director.
  8. Maintain all wine storage area inventory, updated and reconciled with physical inventory.
  9. Drives the Service Excellence culture and platform by continually reviewing guest comments and feedback, as well as circulating in assigned areas, to ensure satisfaction.
  10. Responsible for achieving and exceeding guest satisfaction standards and rating for wine service consistent with company goals. Personally gets involved with handling guest concerns.
  11. Introduces him/herself to VIPs and Suite guests within 24 hours of boarding. Identifies wine drinkers and wine lovers early in the cruise and works with the entire Food & Beverage team to make good recommendations and practice up-selling.
  12. Takes full ownership of any negative service interactions and ensures that a timely, effective and personalized service recovery takes place, escalating appropriately.

B:Financial Responsibility

  1. Ensures that all guest orders are processed promptly and accurately through the onboard POS system.
  2. Confirms all charges on company accounts are processed correctly and in a timely manner, and any inconsistencies are escalated to senior management.
  3. Accountable for all wine stock held in the assigned location.
  4. Actively provide feedback on voyage financial performance and identify potential revenue opportunities.
  5. Helps minimize waste, neglect, breakage and mishandling of product and equipment.
  6. Monitors all wine sales & promotions and ensures teammates are actively promoting sales while maintaining a guest-centric approach.

C:Training & Operational Efficiency

  1. Owns their experience areas and oversees the implementation and execution of our wine program in alignment with the Princess Cruises standards for consistency in the guest experience
  2. Conducts daily/weekly wine training for all front of house ranks in the Food & Beverage department.
  3. Ensures cleanliness and proper storage is maintained in the wine cellar and the wine displays as per public health standards.
  4. Promptly performs all other job duties as assigned by senior

management.

In addition to the Key Result Areas and performance items listed in this Role Description, employee also performs any other duties as assigned by management.

The percentages listed below indicate the percent of your appraisal that will be based on that Key Result Area (KRA).


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