Banquet Manager - Banquets

SHERATON NEW YORK TIMES SQUARE

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!
The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE
• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

DUTIES AND EXPECTATIONS
1. Happy Guests
• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
• Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.
2. Spotless Cleanliness
• Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning:Always greet every guest happily with a smile, by name if possible, while cleaning.
3. Product Consistency & Quality
• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.
• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
4. Teamwork
• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.
SECTION TWO: Role Specific Duties and Expectations

The Banquet Manager is responsible for assisting in directing and motivating the Banquet team while personally providing high quality service to guests based on requirements and standards. Furthermore, this role monitors and controls financial and administrative responsibilities including asset protection, clear communications, having ownership in the success of the event, identify training opportunities, and plans a strategy to accomplish goals.

Responsibilities:

• Maintain and apply knowledge of all laws, as they relate to an event.
• Understand the impact of Banquet operations on the overall hotel success.
• Adhere to and reinforce all standards, policies, and procedures.
• Ensure established sanitation levels are maintained.
• Manage departmental inventory and maintain equipment.
• Use banquet beverage records to control liquor costs and manage the banquet beverage perpetual inventory.
• Schedule banquet service staff to forecast and service standards, while maximizing profits.
• Set goals and delegate tasks to improve departmental performance.
• Conduct monthly department meetings with the Banquet team.
• Set a positive example for guest relations.
• Interact with guests to obtain feedback on product quality and service levels.
• Respond to and handle guest problems and complaints.
• Empower team members to provide excellent customer service.
• Ensure team members understand expectations and parameters.
• Reviews comment cards and guest satisfaction results with team members.
• Communicate and execute departmental and property emergency procedures and ensure staff are trained in safety procedures.
• Review quarterly Meeting Planner Survey results and participate in the development and implementation of corrective action to address service challenges; focuses on continuous improvement of guest satisfaction.
• Lead and participate in all pertinent meetings.

SECTION THREE: Success Metrics

Happy Guests
• Management Performance Ratings
• Guest Satisfaction Scores/Intent to Return
Spotless Cleanliness
• GM/AGM Spot Checks
• Leadership Walk-throughs (RVP, etc.)
• Guest Ratings/Reviews
Product Consistency & Quality
• Checklist Tracking<