JOB SUMMARY
Communicates service needs to chefs and stewards throughout functions. Totals charges for group functions, and prepares and presents checks to group contacts for payment. Verifies banquet rooms, restaurants, and coffee breaks are ready for service. Verifies proper centerpieces are displayed on every table. Inspects the cleanliness and presentation of all china, glass, and silver prior to use. Checks in with guests to verify satisfaction. Sets tables according to type of event and service standards. Communicates additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Maintains cleanliness of work areas throughout the day. Supports compliance with brand standards and legal obligations. Supports and leads shift teams to provide consistent, high quality service. Coordinates and leads daily stand-up meetings, pre-shift meetings and pre and post-meal briefings. Communicates performance expectations and trains staff in processes. Assists more senior managers in completion of financial and administrative duties. Strives to continually improve guest/event and employee satisfaction and maximize financial performance.
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.
OR
- If no standard educational background, at least 3 years of experience in two of the following areas of hospitality to include food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.
Preferred
- Experience running a shift, scheduling, Performance Manage PAF's, Problem Solving, Running Day-to-Day Operation, Hospitality Skills.
CORE WORK ACTIVITIES
Management of Event Operations associated with Banquets, Event Services
- Verifies meeting and event rooms/space are set according to event documentation (Banquet Event Orders, resumes, etc.) and customer requirements.
- Leads shifts and actively participates in the servicing of events.
- Adheres to and reinforces all standards, policies, and procedures (Core Deliverables, SOPs, LSOPs, etc.).
- Assists in maintaining the inventory of function room amenities (e.g., pads, pens, candy, water service) and other controllable supplies.
- Attends and participates in all pertinent meetings (e.g., Daily Stand Up, BEO, Staff, Forecast, Department and Intradepartmental).
- Attends pre-event/pre-convention meetings as needed to understand group needs.
- Communicates critical information to the Banquet, Event Services and Event Technology teams.
- Conducts room function inspections prior to each event to ensure the room is set according to specifications.
- Delegates tasks to ensure room sets are "on time" and meet Event Management Standards.
- Verifies employee awareness of the event phase portion of the Event Satisfaction Survey and Guest Satisfaction Scores.
- Maintains attendance log for Banquet, Event Service and Event Technology employees.
- Manages departmental inventories and assets including par levels and maintenance of equipment.
- Orders supplies for the department (e.g., china, glass, silver, buffet equipment, and other service equipment needs).
- Schedules Banquet and Event Service staff to forecast and service standards, while maximizing profits.
- Utilizes banquet beverage tools to guide banquet beverage supervisor in controlling liquor costs, managing the banquet beverage perpetual inventory and requisitioning liquor.
- Practices and executes brand specific meeting services program per Brand Standard (Redcoat Program, PlumPerfect Program, etc.)
- Assists with the Event Technology/Audio Visual team when necessary in order to ensure customer satisfaction.
- Works with Event Planning team to verify flawless delivery of events.
Leading Teams in Day-to-Day Activities Holding Teams to High Work Standards while Modeling those Standards
- Verifies knowledge and understanding of OSHA regulations are up to date.
- Creates and nurtures a hotel environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results.
- Participates in the development and implementation of corrective action plans.
Providing Exceptional Customer Service
- Encourages employees to provide excellent customer service within guidelines.
- Handles guest problems and complaints, seeking assistance from manager as necessary.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from manager as necessary.
- Understands the impact Banquet, Event Service and Event Technology operations has on the overall success of an event and manages activities to maximize customer satisfaction.
Assisting in Human Resource Activities
- Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
- Participates in the employee performance appraisal process, assisting with the completion of annual performance reviews.
- Supports training when appropriate.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Schedules employees to ensure shift coverage and meet business demands and productivity goals.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
