Job Description

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Position Summary Responsible for the management of all aspects of the Catering and Event Services department, manage servicing of corporate and social events to achieve revenue potential for the hotel while ensuring the highest customer satisfaction aligned with resort standards. Coordinates details and menus for clients' functions and maintains budgeted revenues through solicitation of business and upsells while controlling expenditures. Directs, implements and maintains a management philosophy which serves as a guide to Catering staff. Ensure maximization of room and meeting space, revenues, and profits while delivering ultra-luxury customer service. Focus on execution of all aspects of event planning including coordination from the signing of a group contract forward, VIP needs, amenities, BEO’s, deposits, room block adjustments, group resumes; Will collaborate with Cluster Director of Sales and Marketing to produce and implement strategic event management and catering sales plans.
DUTIES AND RESPONSIBILITIES • Responsible for accurately forecasting revenues on a monthly basis. • Responsible for all administrative duties which are necessary in the functioning of the department. • Monitor, maintain and distribute monthly booking report according to procedures; compare actual to forecast. • Serve as the onsite contact for group and catering customers in a proactive manner working with the logistics of group room blocks, food and beverage, public meeting space, and billing processes. • Create up-sell opportunities and identify sources for ancillary hotel revenue. • Provides daily leadership and direction of Group and Event Services team to ensure that the planning and execution of Hotel’s products and services are within the standards of resorts sales objectives as well as the hotel & brands policies and procedures. • Coordinate all events with exceptional discipline and follow-up to determine customer setups, numbers, types of functions, times and special needs. • Provide creative site tours, client planning visits, and throughout the execution of the program to maximize the customer experience and increase ancillary hotel revenue. • Continually look for new ways to service groups, and to find creative solutions to meet customer demand. • Developing and maintaining strong and loyal customer relationships with vendors. • Coordinates all audiovisual requirements and maintain relationship within house vendor. • Work closely and collaborate with other departments with the resort to provide quality serve to customers. • Creates and maintains a good working relationship with the Banquet team to ensure an elite level of client services. • Collaborate with Culinary & Banquet Teams to create innovative menus and events proposals to continually improve revenue and profit margins while maintaining quality. • Greets all clients as they arrive at the hotel as a contact, WP or MP to ensure that they have all required items. • Responsible for all aspects of group billing including ensuring all deposits are collected by working closely with the Accounting Team. In addition, securing cancellation/attrition charges, accuracy, and timely distribution of bills to client and other hotel departments. • Ensures regular departmental communication by conducting Rosewood Daily Reviews and by conducting bi-weekly / monthly meetings with team members. • Ensures timely processing of department’s payroll and accurate attendance reporting. • Coaches and counsels associate for optimal performance and discipline, when necessary. • Attends manager’s meeting, operations meetings and participates in Manager on Duty or Ceiba Dinner schedules as required. • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. • ensure that standards are maintained at a superior level on a daily basis. • Maintain complete knowledge of and comply with all hotel/departmental policies and procedures, ensuring that Event and Banquet staff are informed as well. • Organize and delegate traces for follow-up; be familiar with status of each. • Ensure that Event offices are kept organized and clean. • Review Banquet sales for the previous day; resolve discrepancies with Finance; track revenue against budget. • Review Banquet checks for the previous day's functions; ensure accuracy of charges and presence of guest signature; resolve discrepancies. • Maintain a departmental manual identifying all policies relevant to booking functions with respective charges. • Establish SOPs for pre-planning, BEO detailing and distribution, resumes, event estimates, room block management • Ensure that Event staff are familiar with Banquet service standards to best sell, plan and execute events. • Establish and monitor the file and trace system and client files are kept organized and current with all required information. • When appropriate, entertain clients in the hotel outlets to sell the hotel facilities. • Ensure that all definite functions are detailed accurately on Banquet Event Orders, signed by clients and distributed to designated departments on a timely basis; resolve any discrepancies with respective staff. • Review estimated guarantees and ensure that firm guarantees are obtained 14 business days prior to scheduled functions; ensure that the overset figure complies with established standards. • Identify groups, which do not have scheduled functions and communicate such to outlets in order to help them anticipate expected business and service levels. • Assist in supervising the service of functions, ensuring guest satisfaction. • Monitor, handle and process all billing/payment/deposit procedures according to Finance standards. Ensure all accounts are up to date by proactively managing invoices and billing traces. • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. • Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry. • Contact clients after scheduled functions to ensure guest satisfaction and to solicit rebooking. • Attend designated meetings, site inspections, menu tastings. • Conduct ongoing training with Event staff. • Foster and promote a cooperative working climate, maximizing productivity and employee moral. • Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts; adjust schedules throughout the shift to meet the business demands. • Prepare and submit daily/weekly payroll records. • Conduct competitive set analyses to ensure banquet/event offerings are competitive in the market. • Prepare and distribute the monthly booking report according to procedures; compare actual to forecast. • All other duties as required.
Skills and Abilities: The individual must possess the following knowledge, skills and abilities and be able to demonstrate he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. • Demonstrated ability to provide clear and pleasant telephone communication to all callers. • Ability to uphold and enforce hotel’s standards, policies and procedures with self and staff. • Ability to prioritize and organize work assignments. • Ability to motivate staff and maintain a cohesive team. • Must have broad knowledge of the Hotel’s market segments and client mixtures. • Must be computer literate. • Must be able to work well under pressure • Demonstrated attention to detail • Must be able to multitask in servicing clients and handling operational issues within set deadlines. • Ability to maintain discretion and confidentiality of all guests and hotel information at all times. • Ability to work cohesively with other departments as part of a team • Ability to perform basic mathematic computations. • Demonstrating excellent problem-solving capabilities.
QUALIFICATIONS • Experience: Minimum three years’ experience as a Event Services Manager for a luxury or ultra-luxury hotel/resort. • Education: College degree or equivalent work experience. • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. • Language: fluency to speak, read and write English and Spanish. • Physical Requirements: Must be able to exert physical effort in transporting 40 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. Licenses or Certificates: Strong computer knowledge in Windows environment as well as proficiency in property management system and catering management systems (preferably Opera and SalesForce). The Certified Meeting Planner (CMP) designation will be an asset. Grooming: All employees must maintain a neat and well-groomed appearance (specific standards available). Travel Requirements: • Limited travel expected Physical Demands: • Reaching, bending, pushing, pulling, twisting, lifting, and climbing. • Frequent need to perform standing and walking activities related to inspecting the property and attending industry events. • Constant need to perform the following physical activities: grasping, turning, finger dexterity. • Occasional need to stand for long periods of time. • Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally. • Higher weight threshold may apply when traveling with luggage. • Vision requirements: constant need to view small print. • Frequent need to see small details and things clearly beyond arm's’ reach.