Manager Training

CARRES CHEATSHEET

POS PRICING

Cruise Manager Checklist:

• TWIC CARD

• KEYS

• BANK

• CARRES CODE

• PORTLAND SPIRIT EMAIL ADDRESS (IF DESIRED)

• CSR TRAINING

• POS MANAGER CODE

THE TRIANGLE OF A MANAGER’S RESPONSIBILITES - THE 3 C’S!

CUSTOMER=Take care of the guest.

• • Introduce yourself and be prepared for the contact, when they arrive.

  • Take the time to ask and answer questions about their concerns and the cruise.

  • Keep your stress or the stress of others hidden from the client.

  • Be mentally and physically informed of the cruise and its happenings.

  • Remind yourself constantly that they are the reason this company ultimately exists and treat them with the proper respect.

CREW=Feed your staff with information and direction.

• • Give the staff positive direction about the cruise.

  • Give the staff as much respect as you would like to receive.

  • Relay any concerns (in a discreet manner) about the cruise.

  • Be consistent with discipline and praise.

COMPANY=Decisions about labor and product.

• • Make realistic decisions about adding and cutting staff.

  • Be prepared for changes concerning labor:  this means looking ahead at your cruise multiple times during the week and preparing for a cruise to drop or add in numbers, at the time of cruising.

  • Control product while aboard: staff eating or drinking, using linen or photo printers inappropriately, safe use of appliances and utensils.

CRUISE DIRECTOR ROLES

Rights and responsibilities

Guests:

• Customer service

• Reservation errors

• Unhappy customers (get witness when confronting pax)

• Expectations

Galley

Service Staff:

• Employee reprimands

• Service stars

Ops

Emergency Protocols

Station Bill

Accident reports

Maintenance requests

CLEANLINESS

Nothing can ruin an event like a dirty boat. People are understanding to a point, but too many dirty items prove that “we don’t care.” There are many issues that can be dealt with before a cruise. Deal with heads and table settings before the cruise. Many times we forget to double and triple check these items. It leaves a negative perception of the boats if passengers find numerous items “dirty.”

A huge part of this is the clean up. If something doesn’t get taken care of after each event, the following events get further and further behind. Nothing is more frustrating to a good employee than having to continually “clean up” the boat prior to every cruise.

PERSONAL APPEARANCE AND CONDUCT

Our guests form their impression about us an their safety from the personal appearance and conduct of all employees. The company has set grooming standards and the compliance with these standards is part of each employees job. The company expects an overall neat appearance to represent our best image to the public.

Hair: Must be neat, clean and present a groomed appearance. Hair shall be a natural color. All long hair must be tied back and off the face when working in food service.

Beards and Mustaches: Facial hair shall be well groomed so as not to present a ragged appearance. Mustaches shall not extend more than ¼” beyond the vertical line drawn upward from the corners of the mouth.

Personal Appearance: Cosmetics, perfumes should not be worn excessively. Women shall wear a bra. No visible piercings are permitted. (Small nose stud is the exception). Good personal hygiene is emphasized and expected.

Uniforms: Uniforms shall be maintained in a clean, well-pressed appearance. Shoes must be well polished. Anyone not wearing the appropriate uniform or properly maintained uniform may be dismissed from his or her shift without pay.

PRE CRUISE/ OFFICE WORK

Clock in correctly

• Manager Training

• Meeting/ Office work

• Managing and Tippool PC

• Wait Managing etc…

Check inbox and email

Check reservations for corresponding and later cruises

• Check notes for next cruise on specific boat

• Communicate w/ next cruise manager

Cut/Add Staff

• Cut unneeded staff as soon as possible (1 hr minimum)

• DOT staffing. (3 DOT minimum on a cruise < 149 pax on Spirit)

• 150-299=6

• 300-399=8

• 400-540=10

• Cut staff based on

  • Managers/ Singers

  • Senior Staff/ Singers

Print invoices for 8+ groups and PC’s

Print Boarding List and Manifest

Read notes

• Check for special needs (wheelchairs, packages, equipment, flowers, song requests)

Fill out manifest floor plan

• Space (maximize space and minimize tables)

• Special needs

• Server abilities

• Seniority

• Minimize crew count and maximize efficiency

• Follow next floor plan if possible (EB to LB or Dinner to CC)

Fill out bank and cover sheet

• Event Name

• Event #

• Date

• Boat

• Cruise Manager

• Photographer name

Tip Distribution(s) (gratuity amount may change due to hosted liquor or food sales or increase in pax)

• Server, bussers, foodrunners, and/or bartenders

Make manifest copies

• Finisher = 2 sided

• Staple 1 2 sided

• Copies for each service member and for ops

• If copier is not working, check the screen… it will automatically troubleshoot

Bank

• Count returned cash from tip payouts or change requests

Prep bank for bartender

• Take responsible amount of cash needed for cruise

Check shelf for

• Liquor

• Flowers for packages or buffets

• Gift shop

• Sailor training badges, etc

Check head supplies

ONBOARD PREP

Engineer

• Give crew and intial pax count

• Give information about special services (wheelchairs or senior group)

• Check if the boat is on ship power and not shore power – it is required that the boat be on ship power to turn on computer

Galley

• Give initial pax count

• Inform of any preordered apps, desserts, etc

• Special requests, needs, expectations etc

• Record menu on cover sheet

• Print menu

  • Click on menu icon (fox)

  • Give quantities and answers for menu

  • Make sure descriptions and menu items are spelled correctly

  • Custom inputs for PC’s

  • Make sure drink special price is right (back office)

Computer system

POS system

• Turn on POS computers, WDK service bar and buss station computers required to be powered for galley printers

• Clock in cruise manager, banquet(s), walk on and gift shop (This is also a good time to give bartenders their banks)

• Thermal paper is kept in pump room in cabinet or in back hallway of office.

Sound System

• Power CDK sound system (required) and WDK if needed

• There are two separate breakers for each of the sound systems

• Pre set IPODS for cruises and check sound

• Turn on piano(s)

  • Opening song

  • Piano is through system

  • Breakers turned on for sound system to work (OPS)

Pre Cruise Meeting

• Check ID badges of staff

• Pass along news from salary cruise managers

• Set expectations for cruise (timing, responsibilities, extra cleaning)

• Pre paid items on tables, onboard credits, photo vouchers, charts etc.

DURING CRUISE/BOARDING

Meet contact (PC)

• Ask appropriate questions professionally

  • Cruise timeline and expectations

  • Hosting issues

  • Balance due

Greet guests (Public)

• Collect balance dues

• Seating

• Have ops direct guests to CDK, if seating is only on CDK

Communicate with ticket booth and/or office

• Check numbers multiple times for any additions

• Check to see if pax have paid any balance dues w/ tix booth

Opening announcements and song

• Introduce captain

• Have a designated person to model PFD

• Chart of river

• Introduce pianist

Departure

• Record departure time on coversheet

• Record final pax count and inform galley if necessary

• Walk through boat checking vessel atmosphere

  • Pax and contact happy

  • Temperature

  • Liqhting

  • Music volume

CRUISE CHECKLIST

• Delegate tasks to staff

• Record food timing

• Lights dimmed/ candles lit at dusk

• Special occasions announced/songs sang

• Gift Shop open

• Prebussing

• Collect balance dues for hosted tabs

Arrival

• Closing speech/song

• Record arrival time

• Thank contact

AFTER CRUISE (ONBOARD)

Sound system

• Turn off

• Turn off piano(s) and cover

Server/banquet reports, tip outs, and distributions

• Collect server reports

• Print banquet and walkon reports

• Tip out if necessary- record on coversheet

• Fill out and show tip distributions

  • PP Tip (includes all grat on invoice and onboard grat)

  • Figure 60% of total grat

  • Figure bar sales (if applicable) =12%

  • Figure bartender tip out first (12% of bar sales, if applicable + $.25/head for lunch/dinner cruises or $.50 for brunch cruises)

  • Figure food runner next ($.25/head)

  • Subtract bar and FR from TOTAL

  • Take 15% of new total for busser

  • Subtract busser, bar, FR from TOTAL on tip sheet to figure server

  • Song requests $25 (singer only)

  • Admiral packages $25 (server only)

Remember:

SCRIP TIX and BRIDGE BAR PACKAGES= do not adjust in CarRes. The bartender gets 12% for distribution off of the amount the originally purchased the TIX/PKG for. If it’s a public cruise they get the $.25 more. If it’s a PC, then they don’t.

ESTIMATED BAR, ESTIMATED TICKETS, ADJUSTABLE DRINK TICKETS= charge exactly what they purchased onboard + the 20% gratuity. Bartender gets 12% of bar sales off the amount purchased. If it’s a public cruise they get $.25 more, if it’s a PC, then they don’t.

Collect bar banks: COUNT!

Computer system

• Make sure servers and bussers claim tips

• Print close out report

• Turn off all POS’s and printers

• Turn off office computer onboard and inform engineer

Checkout

• Podium and stage organized

• Bars and buss stations clean and organized

• Chairs, tables and linens straight

• Sugars refilled

• Carpet spot cleaned

• Vacuum bags emptied/belts changed (if necessary)

• Glassware safe and organized

• Buffet and hallway clean

• Mats out on days where a delivery is expected the next day (sun, wed, and fri)

• Pumproom stocked and straightened

• Garbage

• Clean ladders

• Heads

POST CRUISE (OFFICE WORK)

Count bank

Fill out change request, if necessary

• Capt

• Dept/Arrival time

• Total pax (no shows, large party #’s)

• Weather

• Sales (total sales from liquor, beer, wine, bev, food, merchandise, and photo w/ gift shop and photo names)

• Ops (any problems? Heads, engines, blackwater, pax…)

• Billing (post any bd’s, problems)

• Service (mood of cruise, write about admiral’s or song requests, problems, big groups and any scrip sales to go along w/ those groups)

• Galley (timeline, problems, concerns, buffets)

  • Itemize out food by entrees desserts and apps

• Bar sales/Hors/Desserts etc

  • Adjust to FINAL

• Itemize bar items

  • champ is itemized as wine

Add walkons in Carres (public)

Change on Master Schedule on Mindy’s desk

Check for next cruise to manage

Ziplock bag in safe (neat and organized)

• Bank sheet

• Manifest

• Distributions

• Envelopes

• Photos

• Closeout with CC batch report

• Menu

• Inform accountant of any TJ problems through cruise notes or voice mail

Return bank to safe

Stock shelf with any needed items (ie: gift shop, bar supplies, paper, cleaning supplies) for next cruise

Clock out

DOLPHIN/STAR/STERNWHEELER SETUP DIFFERENCES

• Linen

• Ice

• Extra chairs

• Photo methods (touch and go)

• Sound systems

• Bartenders responsibilities

• Buff silverware

• Creative floor plans

• Computers

• Sharing supplies between boats

• Constant communication w/ galley for food supplies

BAR

Hosted Bar Variations (use a banquet server)

**Estimated Hosted with Tickets (Collect payment onboard and adjust in CarRes)

Client purchases a certain number of tickets and pays for exactly what the passenger consumes + 20% grat

**Estimated Hosted Bar  (Collect payment onboard and adjust in CarRes)

Client pays for exactly what the passenger consumes + 20% grat

**Scrip Pricing: per ticket + 20% grat = Pay out to “hosted tab” (no adjusting needed)

Client gets a discount on pre-purchased tickets

I.  NA, Beer, & House Wine (includes na/beer/wine up to $7) $6.00

II. NA, Beer, House Wine & Well (includes drinks up to $7) $6.50

III. NA, Beer, House Wine, Well & Call(includes drinks up to $8) $7.00

IV. NA, Beer, House Wine, Well, Call & Premium(includes drinks up to $10) $9.00

**Bar Package Pricing: per person up to 2 ½ hours + 20% grat =Pay out to hosted tab (no adjusting needed)

$3 Fremont: fountain sodas with full cash bar available

$4 fountain sodas with OUT full cash bar available

$0 included on groups of 15+ on public cruises

$8 Broadway: all NA drinks (includes specialty NA from wine list)

$11 Tilikum: all NA drinks & unlimited Champagne/Cider

$17 Hawthorne: NA, Beer & House Wine

$20 Morrison: NA, Beer, House Wine & Well Drinks

$25 Sellwood: NA, Beer, House Wine, select wines by the glass, and any cocktail up to $10 dollars

$30 Marquam: All bar drinks up to $12 (includes Patron, Long Island Ice Teas and Martinis)

Excludes wines by the bottle & Premium Single Malt Scotches