A Catering and Events Service Manager is responsible for the strategic
management of the banquet team. A Catering and Events Service Manager
coordinates the prompt| courteous and efficient delivery of those products to
satisfy the customer|s service needs and to maximize the hotel|s profits.
What will I be doing?
As Catering and Events Service Manager you are responsible for performing the
following tasks to the highest standards:
Managing Customer Service: Create an environment where everyone in the departmentis focused on creating that special experience to deliver exceptionalcustomer service. Actively seekverbal feedback from customers and staff at each function. Agree and implement actions to make improvements to customerservice . Positively deal with andlearning from customer complaints and comments with follow up and feedback to theFood and Beverage Director. Make sure all customer requests and queries areresponded to promptly and effectively while assisting on the floor during mealperiods each day. Be available to assist on duty in the Restaurant & Barsduring any busy days or special events. Be Pro-Active towards guests| assistingthem with any reasonable requests| and training all staff to see these thingsbefore the guests ask.
Managing the delivery of Service Standards: Ensure all standards for Service Delivery asidentified in the Guest Satisfaction Manual and the Standard Operating andProcedures Manual are consistently delivered throughout the department . Have detailed knowledge ofDepartmental Standards . Be able toexplain the Standards to the team . Assessstaff performance against Standards . MonitorStandards through regular Standards Review checks . Develop action plans to address shortfalls in Standards andidentifying shortfalls before they affect customer service . Implement and follow though improvements identified.
Managing the operation: Plan| prioritize| organize and control the day-to-day operation. Preparing rosters and job schedules for staff to meet business needs (taking into consideration internal activities and occupancy and external events| promotions etc). Communicate effectively with Front Office and Groups & Tours about any in-house groups holding Catering events| ensuring direct liaison with Group Leaders upon arrival. Describe| assign and delegate duties and authority for the operation of the Catering Department at all times. Understanding what|s going on in other departments and implications for your own department. Planning ahead and ensuring adequate resources are available. Manage the departmental operation and taking action where necessary to ensure smooth running and participating in service duties during functions| where necessary. Co-ordinate with Engineering and Housekeeping Departments to ensure maintenance and cleanliness. Ensure follow-up procedures are maintained. Ensure the shift is reviewed and handovers and briefings are carried out. Maintain in-depth technical knowledge and skills required for the job. Maintain event and function histories to assist with returning events. To establish good communication with the Kitchen team. Participate in future menu changes with the F&B Service Manager and the Executive Chef taking into consideration new F&B trends| market demands and sales achievements. Attend & participate in regular F&B| operational & roster meetings.
Managing the Team: Provide and communicate clear direction to the team.Understand the aims of the hotel and the department|s role in achieving it.Communicate aims to the team. Set and agree to departmental objectives for selfand team. Represent the needs of the team to others in the hotel. Get membersof the team to work cooperatively with others. Keep the team up-to-date aboutdepartmental| hotel and company activities through regular communicationmeetings & memos. This includes special events and promotions in therestaurant.
What are we looking for?
A Catering and Events Service Manager serving Hilton brands is always workin
on behalf of our Guests and working with other Team Members. To successfull
fill this role| you should maintain the attitude| behaviours| skills| and
values that follow:
Positive attitude and good communication skills
Commitment to delivering a high level of customer service
Excellent grooming standards
Strong leadership skills| whereas it is evident that you can effectively manage and motivate a team to perform beyond expectations
Strong analytical skills so to understand key business indicators and competitive trends and develop approaches to these challenges
Excellent selling capabilities and the ability and desire to coach selling techniques to Team Members
Excellent organisational and planning skills
Experience in a similar role with a proven track record
It would be advantageous in this position for you to demonstrate the following
capabilities and distinctions:
Knowledge of local market
Knowledge of hospitality
Passion for sales and for achieving targets and objectives
Degree-level qualification in a relevant field would be advantageous
What will it be like to work for Hilton?
Hilton is the leading global hospitality company| spanning the lodging sector
from luxurious full-service hotels and resorts to extended-stay suites and
mid-priced hotels. For nearly a century| Hilton has offered business and
leisure travelers the finest in accommodations| service| amenities and value.
Hilton is dedicated to continuing its tradition of providing exceptional guest
experiences across its global brands. Our vision to fill the earth with the
light and warmth of hospitality unites us as a team to create remarkable
hospitality experiences around the world every day. And| our amazing Team
Members are at the heart of it all!