Banquet Manager

Welcome to IHG. Now that you're part of our family, let's explain the role you will play.
What's the job?
Manage all aspects of the banquet operations in line with our moto ("Joy of Travel for all"), guest expectations (Guest Love), physical maintenance and inventory functions to ensure guest satisfaction, hotel quality standards and revenue goals are met and that related costs are controlled.
Ensure there is an emphasis on staff training, development and maintaining hygienic standards and practices
Supervises the issue of keys, mail, messages, telegrams and parcels to the guests. Coordinate guests' needs, requests, and inquiries to ensure value for our guests.
Adhere to local regulations concerning health, safety, or other compliance requirements, as well as brand standards and local policies and procedures.
Your day-to-day
People
• Manage day-to-day Banquet activities, staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
• Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Maximise employee productivity by using multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests
• Works with Superior on manpower planning and management needs
• Encourage employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation
• Conducts annual Performance Development Plan with employees and to support them in their professional development goals
• Exercises responsible management and behaviour at all times and positively representing the hotel management team
• Ensures that employees also provide excellent service to internal customers in other departments as appropriate
• Oversees and assists in the recruitment and selection of all Food and Beverage employees. Adheres to hotel guidelines when recruiting and uses a competency-based approach to select employees
• Ensures that grooming and general appearance of all banquet staffs, including casual labours follow the hotel policies and standards
Financial
• Ensures that the banquet is operated in line with maximising profit while delivering on the brand promise
• Ensures all credit and financial transactions are handled in a secure manner. Ensure billing accuracy and conducts bill reviews with the clients prior to processing the final bill
• Monitor Banquet budget and control expenses with a focus on food, beverage, and labour costs
• Actively pursue cost saving measures, recycle wherever possible
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
• Produce monthly reports and event forecasts to analyse current/potential business, coordinate activities to increase revenue and monitor performance to ensure actual revenue meet or exceed established budget plan
• Ensure a reasonable usage of the hotel's collaterals, equipment and resources
• Manages in the inventory management and ongoing maintenance of outlet operating equipment and other assets
Guest Experience
• Deliver Food and Beverage service of high standard and in accordance with departmental standards and procedures
• Responsible for maintaining a strong client relationship and ensuring that all convention specifications are communicated to and executed by all hotel operating departments making for a successful meeting experience for the meeting planner and attendees
• Organizes and conduct pre-shift and departmental meetings communicating pertinent information to the staff, ensuring all staff are aware of VIPs, special events, hotel information
• Shares recommendations and guest comments to Chef and Assistant Food and Beverage Manager to reflect current customer profile
• Monitors service and food and beverage standards in the Banquet. Work with the Banquet employees, Executive Sous Chef and Banquet Chef to take corrective actions where necessary
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
• Works closely with other Outlet Managers and other Departments in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests
• Manages customer database and utilize effectively
Responsible Business
• Act as liaison between field sales person and customer throughout the event process (pre-event, event, post-event)
• Review all written communication, i.e., resumes, daily/weekly, Banquet Event Orders to determine appropriate staffing levels, room/station assignments, buffet décor and enhancements as they relate to banquets and meeting room set-ups
• Responsible for the appropriate and timely set up of all functions and meetings while maintaining standards of food, beverage and meeting specifications
• Communicate all daily activities, in person or by log, to the other banquet personnel to ensure smooth transition and follow-up from one function to another
• Actively attend the weekly BEO meeting, go through details of upcoming event as well as forecast of tentative events. Lead the meeting in the absence of Assistant Food and Beverage Manager
• Inspects and oversee the cleanliness and maintenance of all function space, banquet facilities, equipment, public areas, and service areas on all banquet levels
• Participates in customer site inspections and assists with the sales process as necessary
• Ensure the security and proper storage of food and beverage products, inventory and equipment, and replenish supplies in a timely and efficient manner while minimising waste
• Aware and familiar with measures and procedures to follow during emergency situations
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety
• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel
Accountability
This is the top food and beverage job in a large full-service hotel. Supervises a large number of team members in banquet facilities that cater to 1200 people. Oversees subordinate manager and/or supervisors and professional staffs
Annual Operating Profit/Payroll Budget
• Department Budget and Headcounts
• Department Budget- beverage cost / GOP delivery
• TGOP, flow-through, incremental conversion
• Payroll
Key Metrics
• Colleague Heartbeat
• Guest Love
• Standards Audit
• F&B Revenue
• GOP, TGOP
Decision Making Responsibilities
• Outlet Budget, Department Budget
• Purchasing and procurement in relation to F&B department
• Within the authority as assigned for Hotel Band 5 role