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- JOB SUMMARY Prepares all event documentation and coordinates with group sales and/or catering sales, hotel departments, and customer to ensure consistent, high-level service throughout pre-event, event and post event phases of hotel events. Ensures all hotel events have a seamless turnover from sales to service back to sales. Establishes opportunities to maximize revenue opportunities by up selling and offering enhancements to create outstanding events. Primarily handles events of high complexity and Key Accounts. Plan, organize, and manage the in-house details for all group and convention bookings (i.e. guest rooms, menus, set-up, etc.) Participate in negotiating meetings/functions, rooms, rates and all related requirements. Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product. Plan, organize, and manage the in-house details for all group and convention bookings (i.e. guest rooms, menus, set-up, etc.) Participate in negotiating meetings/functions, rooms, rates and all related requirements. Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product. Enliven the Westmont Standards within the Department and the hotel. Support all Corporate and hotel initiatives as needed.
ESSENTIAL JOB FUNCTIONS
This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.
BUSINESS RESULTS
· Plan, upsell and detail the program with the client including verification and modification of space requirements, times, equipment, menus, themes/decorations, etc. Prepare the appropriate resumes and paperwork to ensure quality service. · Monitor Convention Groups Room Requirements to ensure all convention attendees receive commitments made in the hotels’ agreements. · Manage function details and related activities to ensure that program requirements are satisfied. Anticipate and handle customer complaints and/or problems to ensure quality product delivery, customer satisfaction and repeat business. · Improve hotel convention services' products through; (a) the development of new sales tools, menus, themes, and decorations, (b) the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customers’ needs. · Monitor and control individual event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product. · Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event. · Acts as liaison between hotel and customer throughout the event process (pre-event, event, post-event). Makes presence known to customer at all times during this process. Is available to solve problems and/or suggest alternatives to previous arrangements. · Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales. · Proactively identifies operational challenges associated with his/her group and works with the hotel staff and customer to solve these challenges and/or develop alternative solutions. · Leads pre-event and post-event meetings for assigned groups. · Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc.). · Manages group room blocks and meeting space for assigned groups. · Greets customer during the event phase and hands-off to the operations team for the execution of details. · Adheres to all standards, policies, and procedures. · Integrates current trends in the meetings & special events industry. · Performs other duties as assigned to meet business needs.
GUEST SATISFACTION
· Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth. · Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event. · Makes presence known to customer at all times during this process, regardless of which hotel they sit at. Greets customer during the event phase. Is available to solve problems and/or suggest alternatives to previous arrangements. · Displays leadership in guest hospitality and ensures consistent, high-level service throughout all phases of hotel events. Ensures products and services sold to the Event Planners meet or exceed their expectations, create loyalty and leads to increased market share. · Sets a positive example for guest relations. · Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints. · Reviews Guest Service Results with leaders. Participates in the development and implementation of corrective action plans. · Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. · Utilizes Delphi or other hotel system to capture and manage customer information on a daily basis.
BUILDING RELATIONSHIPS
…eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives. · Uses opportunities to promote individual and team successes. · Always applies the principles of trust, honesty, respect, integrity and commitment. · Attends Morning, Daily BEO and Departmental Meetings, representing Catering and Convention Services. · Recognizes and celebrates team successes. · Balances the interest of one’s own group with the interests of the organization. · Facilitates beneficial resolution of team conflict. · Uses team member diversity to its fullest extent to achieve business success. · Encourages others to share their points of view even if different from his/her own. · Shares relevant information to help others understand and support business objectives. · Seldom pulls rank or tries to overpower others. · Uses technology effectively to communicate and influence throughout the organization. · Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
MANAGING WORK EXECUTION
…proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results. · Participates in daily BEO meeting to ensure operational alignment of all attending departments for next day’s events. Attend weekly Pick up meeting, and staff meetings. Participates in weekly Resume meeting to ensure all pertinent information is communicated throughout the operations of the hotel. · Review and update all written correspondence (personalized letter “shells”) and internal communication forms and processes (distribution process) quarterly to ensure continuous improvement and quality standards. Ensure that all SOP’s are current and being followed and maintained. · Ensure Group Rooms and Banquet attrition guidelines are followed. · Participates in setting team direction or goals. -Seeks out others for information, support, guidance and assistance. · Establishes and builds agreement among team/department members for resource requirements, timeliness and measures of success. · Develops and uses systems to organize and track information. · Translates strategy into specific business actions and individual accountabilities that achieve results. · Makes decisions in a timely manner sometimes with incomplete information under tight deadlines and pressure. · Accomplishes desired results by setting priorities and effectively managing through people and processes, using reliable tools, and leveraging resources and other parts of the organization. Assign clear accountability and monitor implementation to assure success and accountability for results.
KNOWLEDGE, SKILLS & ABILITIES
Experience · 2 to 3 years of catering and rooms experience in the hospitality industry · Proven track record of a consistent ability to provide quality service · Previous leadership experience preferred
