Quản lý bộ phận Tiệc - Banquet Manager

Customer Service
• Ensures the delivery of brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers in other departments as appropriate.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Establishes a rapport with guests maintaining good customer relationships.
Financial
• Assists in managing the Banquet Services department as an independent profit center.
• 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
• Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
Operational
• Ensures that minimum brand standards have been implemented.
• Works closely with other Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Ensures that Banquet Services employees work in a supportive and flexible manner with other departments, in a spirit of "LOTTE ONE SPIRIT".
• Assists to ensure that Banquet storage and Audio Visual areas are neat and organized, including the proper storage of props, and equipment.
• In the absence of Banquet Manager - Conferences and Banquets, conducts daily pre-shift briefings to employees on preparation, service and menu.
• Makes necessary checks needed for specific events or functions.
• Check the menu and/or buffet labels for correct spelling and condition before placing on tables.
• Check chair covers for shrinkage and stains prior to every event.
• Check the event venue temperatures throughout the event.
• A monthly inventory control of operating equipment and photographic record of all equipment
• Complete a pre and post-event checklist of each event.
• Review the event venues set up on the day of the event one hour in advance of the organizer's arrival.
• Take ownership of the event on the day including handling any changes to the event confirmation. Communicate any delays which will impact other departments.
• Ensure brought in wines and beverages are properly stored for the event and served at the appropriate temperature. Handle corkage by making sure that no bottles are thrown away and reconfirming bottles consumed with the organizer at the end of the event. Ensure remaining bottles are recorded and safely stored.
• Be a hands-on supervisor and be present at all times in the events, especially during busy periods.
• Liaises with the Kitchen and Beverage Department on daily operations and quality control.
Personnel
• Oversees the punctuality and appearance of all Banquet Services employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.
• Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
• Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.
• Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.