Senior Catering Manager

As Senior Catering Manager you will be responsible for the development of market segment(s) including solicitation of new customer relationships, negotiation of business through proposals and contracts to close business. Creative design of menus and events to maximize revenue and event experience. Maintain existing relationships with corporate and social accounts. Fostering all internal customer relationships to ensure consistent, high-level service throughout the contracting, pre-event, event, and post-event phases of events. This position primarily handles complex social events. Directs event logistics to affected departments and team members responsible for event execution. Serve as the primary contact and is responsible for his/her experience. May support and act on the behalf of Social Catering Manager or Convention Services Manager and Operations in her/his absence.

ESSENTIAL FUNCTIONS

· Provides positive and aggressive leadership to ensure maximum revenue potential; sets example with personal booking goals.

· Timely communication to internal and external clients via telephone, email, written documents or in person.

· Resolve conflicts and negotiate with others while handling complaints, settling disputes, and resolving

· grievances and conflicts.

· Coaches and mentors catering related sales managers to develop sales skills and performance improvement.

· Participates in the Developing and management of the catering sales revenue and operating budgets. Provides input for developing forecasts.

· Effectively develops and manages relationships with key stakeholders, both internal and external.

· Assist the Director of Sales & Marketing analyze market information through Delphi and implements catering strategy to achieve hotel's financial catering goals.

· Assists the Director of Sales & Marketing to approve space release for catering to maximize revenue.

· Develops, implements, and sustains aggressive solicitation program focused on increasing local catering business.

· Works with management team to create and implement a catering sales marketing plan addressing revenue, customers and the market.

· Assists with the development and implementation of catering promotions, both internal and external.

· Conducts outside catering sales calls based upon set individual monthly goals.

· Conducts prospecting and solicitation goals based upon set individual monthly goals.

· Completes Catering Sales components of the Marketing Plan (updated quarterly) including strategic action plans for all relevant market segments, booking channels and revenue streams.

· Sets Catering goals and objectives with DOSM, utilizing goal setting models and market knowledge to ensure the Catering Managers are effectively deployed to maximize productivity and revenue opportunities for the hotel.

· Develop working menu with the Executive Chef to ensure profitability and customer satisfaction.

· Prepares and presents Catering information for property reviews with owner representatives and corporate executives.

· Reviews Catering pace reports with DOSM and reforecast Weekly 30/60/90-Day Budget w/DOSM and Director of Revenue Management

· Evaluates new and incremental business opportunities/promotions to maximize revenue for the hotel.

· Completes Catering Sales Activity Critiques (weekly/monthly/quarterly) with information that explains the productivity, provides insights into opportunities and threats, and updates the stakeholders with market news.

· Regular attendance.

GUEST SATISFACTION

· Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth.

· Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event.

· Makes presence known to customer at all times during this process, regardless of which hotel they sit at. Greets customer during the event phase and hands-off to the Convention Services department for the execution of details. Is available to solve problems and/or suggest alternatives to previous arrangements.

· Displays leadership in guest hospitality and ensures consistent, high level service throughout all phases of hotel events. Ensures products and services sold to the Event Planners meet or exceed their expectations, create loyalty and leads to increased market share.

· Sets a positive example for guest relations.

· Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.

· Reviews Guest Service Results with leaders. Participates in the development and implementation of corrective action plans.

· Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

· Utilizes Delphi or other hotel system to capture and manage customer information on a daily basis.

LEADERSHIP

...applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

· Demonstrates commitment to Westmont Hospitality operating principles and philosophies.

· Holds self and others accountable for achieving results.

· Addresses conflict in a timely manner.

· Contributes to team results.

· Deals with change effectively.

· Makes decisions, including employees/team and commits to a course of action with available information.

BUILDING RELATIONSHIPS

...eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.

· Conducts one on one meeting with Catering Sales Managers and Convention Services to ensure their ongoing development.

· Manages lead processes for to ensure prompt and thorough response to inquiries.

· Promotes and tracks lead referrals from NSOs, and Scout leads.

· Administers Catering Sales Smart Goals.

· Uses opportunities to promote individual and team successes.

· Always applies the principles of trust, honesty, respect, integrity and commitment.

· Attends Morning, Daily BEO and Departmental Meetings, representing Catering and Convention Services.

· Recognizes and celebrates team successes.

· Balances the interest of one's own group with the interests of the organization.

· Facilitates beneficial resolution of team conflict.

· Uses team member diversity to its fullest extent to achieve business success.

· Encourages others to share their points of view even if different from his/her own.

· Shares relevant information to help others understand and support business objectives.

· Seldom pulls rank or tries to overpower others.

· Uses technology effectively to communicate and influence throughout the organization.

· Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.

MANAGING WORK EXECUTION

...proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results.

· Consistently meets/exceeds personal revenue production goals

· Approves Local Catering bookings to ensure Catering Managers are maximizing revenue opportunities without displacing business

· Approves Local Catering space releases in accordance with the stated policies

· Develops strategic action plans and establishes "Measuring Sticks" with Catering Sales & Convention Service Managers

· Completes ROIs on new projects/ expenditures not forecasted

· Manages completion of new projects as they arise

· Audits Delphi and creates follow-up action plans as needed

· Participates in setting team direction or goals.

· Seeks out others for information, support, guidance and assistance.

· Develops and uses systems to organize and keep track of information.

ORGANIZATIONAL LEARNER

Actively pursues learning and self-development to enhance personal, professional and business growth; shares learning; demonstrates depth of knowledge in technical or specialized area

· Attends different departmental Line-up meetings and communicates information

· Communicates all relevant market news to the Catering Department

· Supports Public Relations' initiatives

· Review catering sales strategies and provides feedback

· Updates SOP's as needed with DOSM

· Acts independently to improve and increase skills and knowledge.

· Demonstrates an awareness of personal strengths and areas for professional improvement.

· Shares learning, innovations, and best practices with others.

· Is willing to learn from others.

· Performs all technical/procedural requirements of the job.

· Uses current best methodologies to manage smaller scale projects.

· Understands revenue management functions and account profitability.

KNOWLEDGE, SKILLS & ABILITIES

Experience

· Must have a minimum of two (2+) year of Hospitality related experience at manager level

· Proven track record of a consistent ability to exceed sales goals

· Previous sales leadership experience preferred

Skills and Knowledge

· Aggressive negotiating skills and creative selling abilities to close on business with a high conversion ratio

· Must be able to "knock on doors" to get the business

· Knows how to conduct research on the Internet

· Weekly prospecting and soliciting goals

· Uncovering new customers (local and social)

· Effective sales skills to up-sell products and services

· Knowledge of menu planning, food presentation, banquet and event service operations

· Ability to manage guest room and meeting space inventories

· Broad understanding of facility management (sanitation, maintenance, operations)

· Strong customer development and relationship management skills

· Knowledge of overall hotel operations as they affect department.

· Knowledge of event technology products and services

· Knowledge of contract management and legalities

· Financial management skills, e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling

· Strong communication skills (verbal, listening , writing)

· Strong problem-solving skills

· Strong customer and associate relations skills

· Strong presentation and platform skills

· Strong organizational skills

· Strong "closing skills"

· Strong 'persuasion" skills

· Ability to use standard software applications and hotel system

· Effective decision making skills

· Effective influence skills

PHYSICAL DEMANDS

Frequent walking, standing, sitting, hearing, talking, smiling. Lifting, pushing and pulling of objects weighing up to ten (10) pounds.

Source: Hospitality Online