**Your day-to-day** **Guest Experience** Respond to guest and staff complaints, inquires and needs and reports to the Manager any problems Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs Take action to address these needs in order to exceed their expectations Create a positive hotel image in every interaction with internal and external customers Adhere to hotel brand standards Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests Assist guests and escort them to locations within the hotel at their request Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs Ensure that food and beverages are served according to the client’s specifications. Monitor the cleanliness and appearance of banquet areas throughout the event. Handle any issues or complaints that arise during the event promptly. Manage the setup and breakdown of banquet spaces, ensuring efficiency and adherence to the event schedule Ensure that all equipment (e.g., tables, chairs, linens, audiovisual devices) is prepared and in good condition Supervise the setup of food and beverage stations, buffet lines, or plated service as required Provide exceptional customer service to guests throughout the event Address any guest concerns or requests quickly and professionally Ensure the overall guest experience is positive and meets hotel standards Act as the point of contact between the client and hotel departments such as catering, kitchen staff, and event planners Coordinate timing for food service, entertainment, and other scheduled activities Communicate with the kitchen to ensure orders are prepared correctly and on time Collect feedback from clients after the event and report back to the hotel management team Oversee the cleanup of the banquet area to ensure it is returned to its original condition **Financial** Strive for constant improvements and take responsibility for achieving business results and persevere despite obstacles Understand the hotel’s business priorities, products and services and how the department is run Work with your Manager to ensure you have a clear view of what is required to achieve results, and take action and responsibility to deliver it Ensure your team meets deadlines and quality standards, and tasks and projects are completed as required On an ongoing basis; control and analyse departmental costs to ensure performance against budget; implementing corrective measures where necessary to produce positive business results Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements Make sure credit and financial transactions are handled in a secure manner Track inventory of supplies (such as linens, dishes, glasses) Ensure proper handling of equipment and supplies, and report any damage or loss **People** Supervision of Food & Beverage attendants, Team Leaders and Supervisors ensuring that they maintain Hotel standards Maintains current training procedures and operating standards for all duties carried out in the department Conducts on-the-job training for all staff. Takes responsibility for the orientation of new staff. Coach and counsel staff to ensure optimum performance is achieved. Where required, disciplinary action is to be taken in accordance with the hotel’s policy. Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments Communicate well to ensure effective shift handovers Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication Actively participate in and conduct organised meetings. Oversee and manage banquet events from start to finish. Work with clients, event planners, and other hotel departments to ensure all requirements and expectations are met. Assist with event setup, ensuring the correct seating arrangements, table settings, and décor are in place Supervise and lead a team of banquet staff, including servers, bartenders, and setup/pack-down crew Assign tasks to team members based on event needs and their strengths Provide training to staff on proper procedures, service standards, and safety protocols **Responsible Business** Ensure Hotel standards, policies and procedures are enforced. Carry out all duties as instructed by the direct Manager. Ensure that colleagues are fully conversant with and maintain Responsible Service of Alcohol & Responsible Conduct of Gambling practices Ensure that daily reports and logs are kept up to date. Check on a regular basis that the quality and presentation of food and beverages are to Hotel standard in conjunction with the department manager/supervisor help in performing the monthly stocktake and ensure par levels in storerooms and cool rooms are kept maintained and beverage costs are controlled. Demonstrate a sound awareness of OHS policies and procedures and ensure the dissemination of information to all team members. Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures. Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommending corrective actions to prevent or minimise the chance of recurrence. Investigate all accidents/incidents within area of responsibility Ensure liaison with employee health and safety representatives, particularly on any workplace changes which have a health and safety component. Understand Hotel Evacuation procedures. Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information. Ensure the banquet area adheres to safety, health, and fire regulations Monitor staff for adherence to hygiene practices, especially in food handling and service Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.