Catering Manager

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We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs

JOB OVERVIEW:

Responsible for the management of all aspects of the Catering Department in accordance with Hotel standards. Coordinates details and menus for clients' functions and maintains budgeted revenues through solicitation of business while controlling expenditures. Directs, implements and maintains a management philosophy which serves as a guide to staff.

REPORTS TO:      Director of Sales & Marketing

WORK ENVIRONMENT:

Catering offices, Banquet function space, Kitchen/Stewarding areas.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.
• perform job functions with attention to detail,  speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand 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.
• ascertain departmental training needs and provide such training.
• direct performance of staff and follow up with corrections when needed.

KEY RELATIONSHIPS:

Internal:                    Staff in Banquets and Catering, Convention Services, Stewarding/Kitchen, Sales, Storeroom/Purchasing, F&B Service, Front Desk, Accounting, Housekeeping, Executive Offices and Engineering.

External:                   Hotel guests/visitors, Suppliers and Vendors and other Hotel Catering personnel.

QUALIFICATIONS

Essential:

• High school graduate or equivalent vocational training certificate, some college.
• 2 years experience as a Catering Manager.
• Knowledge of various food service styles (i.e., French service, Russian service, tableside flambé service, Butler style service).
• Knowledge of menu development.
• Fluency in English both verbal and non-verbal.
• Fluency in Spanish both verbal and non-verbal.
• Provide legible communication.
• Compute basic arithmetic.
• Familiarity with food and beverage cost controls.
• Familiarity with Sales and Marketing tools.
• Ability to:

Desirable:

• College degree.
• Previous experience in food service.
• Certification of previous training in liquor, wine and food service.
• Previous Culinary training.
• Certification in an alcohol awareness program.
• Ability to suggestively sell.
• Ability to input and access information in the property management system/computers/point of sales system.
• Previous guest relations training.
• Creative talent.

PHYSICAL ABILITIES

Essential:

1. Exert physical effort in transporting 10 to 20 pounds.
2. Endure various physical movements throughout the work areas.
3. Remain in stationary position for 2 hours throughout work shift.
4. Satisfactorily communicate with guests, management and co-workers to their understanding.

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards as noted in Catering SOP.  Updated SOP with new policies and procedures.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Provide catering support for group bookings once files have been turned over by Sales.
• Organize internal pre-cons 3 days prior to group arrivals as needed.
• Organize pre-cons with meeting planners and team members of each department to ensure a smooth operation for each group as needed.
• Send group resume 7 days prior to each group arrival that has catering and banquet functions as part of their program.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Meet daily with Sales & Catering support team to review status of business, schedules, priority assignments, bookings and all information pertinent to the department operation.
• Check with the coordinator throughout the day to ensure that all clerical work is processed on a timely basis.
• Direct and monitor the performance of Catering support team, ensuring that all procedures are followed.  Correct any deficiencies with respective personnel.
• Organize and delegate traces for follow-up; be familiar with status of each.
• Review the banquet recaps for previous day functions; follow up any problems noted and file.
• Review Banquet sales for the previous day; resolve discrepancies with Accounting.  Track revenue against budget.
• Review Banquet checks for the previous day's functions; ensure accuracy of charges and presence of guest signature.  Resolve discrepancies.
• Establish a departmental manual identifying all policies relevant to booking functions with respective charges.  Ensure that Catering staff are knowledgeable of:

• function room capacities and various set ups.
• blocking space (definite/tentative).
• use of all forms.
• menus and pricing.
• guarantee policy.
• cancellation policy.
• payment policy.
• room rental charges.
• corkage fees.
• food handling policy.
• service charges.
• miscellaneous pricing (floral, entertainment, etc.).
• shipping/receiving policies.
• lost and found policy.

• Ensure that Catering support team is familiar with Banquet service standards to better sell the facilities.
• Review Catering support team’s request to block space to ensure that appropriate space is blocked to accommodate the group's requirements and to maximize labor costs.  Resolve any discrepancies.
• Establish and monitor the file and trace system.
• Assign specific files and sales objectives to Catering support team.
• Ensure client files are kept organized and current with all required information.

• Monitor and handle inquiry calls on a timely basis.
• Ensure that all incoming calls are answered within 3 rings with proper greetings and telephone etiquette.
• Monitor departmental call reports and assist Catering support team in determining follow-up actions.
• Monitor response time to messages, ensuring that all messages are returned within 2 hours.
• Establish standardized form letters for use by all Catering staff as response to inquiries, tentative/ definite bookings, thank you, cancellations and re-bookings.  Ensure appropriate letters are sent and filed.
• Actively solicit and book business following Hotel standards.
• Meet with clients to work out the details of their functions.  Escort clients through the property and highlight features of facility as well as available services.
• Suggestively sell menus which meet the client's needs and maximize revenues.
• Where appropriate, entertain clients in the hotel outlets to sell the hotel facilities.  Make reservations at non-peak times in order to allow the outlet to provide the best service.  Adhere to all Accounting policies regarding payment.
• Meet with the Executive Chef to plan special requests for clients and special event menus.  Arrange introductions between the client and Chef.
• 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 Catering support team.
• Review estimated guarantees and ensure that firm guarantees are obtained with in 7 business days prior to scheduled function.  Ensure that the overset figure complies with established standards.
• Monitor changes to Banquet Event Orders; ensure that accurate information is communicated to respective departments on a timely basis in order to best service the client.  Resolve discrepancies with Catering support team.
• Monitor the preparation and distribution of the Weekly Event Sheet.  Resolve any incomplete information or problems with respective Catering staff prior to the distribution of the sheet.  Identify groups which do not have scheduled functions and communicate such to outlets in order to help them anticipate expected business levels.
• Provide monthly lead reports by the 5^th day of each month.
• Prepare and distribute the 90 day Catering forecast by the 5^th day of each month identifying covers and sales by meal period.
• Review Master Account for each group and ensure that proper banquet checks are available and attached as back up.
• Ensure that door cards are typed for each scheduled function and properly posted.
• Prepare and distribute amenity request forms for specified clients.  Obtain designated approvals and follow up on delivery.
• Check function room set ups prior to guest arrival, ensuring all details are in agreement with client's requirements and hotel standards.  Ensure deficiencies are corrected by respective personnel.
• Meet with the Chef and F&B Management prior to function time to verify arrangements and to observe the quality of the food presentation.  Ensure that standards are met.
• Welcome group contact upon arrival at function and ensure guest satisfaction.

• Check that functions are properly staffed to provide the required standard of service.  Ensure that staff are well groomed; resolve any deficiencies with the Food & Beverage Manager and/or Supervisor on duty.
• Assist in supervising the service of functions, ensuring guest satisfaction.
• Monitor, handle and process all billing/payment procedures according to accounting standards.
• Monitor guest reactions and confer with service staff to ensure guest satisfaction.
• Contact clients after scheduled functions to ensure guest satisfaction and to solicit re-bookings.
• Attend weekly Sales and Marketing and Department Head meetings.
• Conduct weekly B.E.O. review meetings; resolve any discrepancies.
• Attend designated meetings, menu and wine tastings.
• Provide feedback to Catering staff on their performance.  Handle disciplinary problems and counsel employees according to Hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Conduct function space review as scheduled with the Director of Sales and Marketing.  Agree the potential dates which pose a negative impact on the available function space.  Confirm release dates for "hold all space". Ensure that Catering support team complies with restricted dates.  Resolve discrepancies.
• Monitor, maintain and distribute a monthly Leads and Lost Business Report.  Ensure appropriate pieces of lost business are traced for future solicitation.
• Prepare and distribute an annual Catering marketing plan in accordance with Hotel specifications.  Adjust and update the marketing plan each quarter.
•  Report market trends and opportunities to promote the Resort, especially through Internet tools.
• Conduct Catering competitive analysis to include Kosher
• Develop and maintain relationships with vendors, DMC’, wedding and meeting planners that deliver 5 star service.
• Create a catering blog posting messages on a weekly basis about news, tips and trends.
• Take an active interest in Acqualina’s Facebook, Twitter and Pinterest social media activities.
• Assist with the development of PR story lines to target wedding related media placements.
• Secure photos of every event hosted at Acqualina taken personally or retrieved from photographers.
• Maintain and increase catering database to include contact information from prospects for marketing purposes in an excel format.
• Maintain and increase catering database to include contact information from vendors in an excel format.