Catering Services Manager

Job Description
Effectively handle multiple smaller events programs
Contact client and maintain effective communication throughout planning, and while on site
Anticipate guests’ needs, respond promptly and acknowledge all guests 
Maintain positive guest and colleague relations at all times
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries
Resolve guest complaints, ensuring guest satisfaction
Oversee daily scheduled group functions, times, locations, amount of people and specified requirements
Retrieve and organize Banquet Event Orders (B.E.O.'s) according to departmental standards
Make note of changes as received from Catering and post function sheets for the next 7-days
Document daily set-up requirements
Inspect pre-set scheduled function areas/rooms for cleanliness, working condition and proper furniture/equipment set up; rectify any deficiencies with respective departments
Monitor and ensure that functions are set up, refreshed and broken down in compliance with scheduled times and departmental procedures
Conduct pre-function meeting and review all information pertinent to set-up and service of group
Coordinate group's requests for additions/changes to scheduled arrangements
Direct the final breakdown of function room and clean up
Monitor storage and delivery of group packages
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
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 and colleague 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.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Attend Catering meetings at least once a week, preferably more, with other Catering members to review status of business, schedules, priority assignments, bookings and all information pertinent to the department operation.
Check with the Assistant throughout the day to ensure that all clerical work is processed on a timely basis.
Establish, organize and monitor the file and trace system.  Delegate traces for follow-up; be familiar with status of each.
Review the Banquet Captain's reports/log book for previous day functions; follow up any problems noted and file.
Review Banquet checks for the previous day's functions; ensure accuracy of charges and presence of guest signature.  Resolve discrepancies.
Review Banquet sales for the previous day; resolve discrepancies with Accounting. 
Be familiar with Banquet service standards to better sell the facilities.
Review the book’s requests for blocked space by other members of the Catering/Sales staff to ensure that appropriate space is blocked to accommodate the group's requirements and to maximize labor costs.  Assist in resolving any discrepancies.
Personally maintain a variety of accounts to include, but not exclusive to, social, corporate and kosher.
Ensure client files are kept organized and current with all required information.
Handle inquiry calls and return calls on a timely basis.
Ensure that all incoming calls are answered within 3 rings with proper greetings and telephone etiquette.
Maintain a call reports and monitor report to determine follow-up actions.
Monitor response time to messages, ensuring that all messages are returned within 8-12 hours.
Personalize established 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.
Where appropriate, coordinate arrangements for a Chef's table to persuade profitable potential clients.
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 Banquet staff.
Review estimated guarantees and ensure that firm guarantees are obtained with in 3 business days (72 hours) 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 Banquet staff.
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 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.
Double check that functions are properly staffed to provide the required standard of service.  Ensure that staff is well groomed; resolve any deficiencies with the Banquet Manager and/or Captain on duty.
Assist in supervising the service of functions, ensuring guest satisfaction. 
Be on site and monitor functions with enough advanced time to make any necessary changes.   Monitor and maintain contact for each function until at least the main course has been served.
40. Assist accounting in following up on all billing/payment discrepancies according to hotel standards.
41. Monitor guest reactions and confer with service staff to ensure guest satisfaction.
42. Contact clients after scheduled functions to ensure guest satisfaction and to solicit re-bookings.
43. Attend daily B.E.O. review meetings; resolve any discrepancies.
Attend designated meetings, menu and wine tastings.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.