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OVERVIEW/BASIC FUNCTION:

Responsible for the management of all aspects of the Catering department in accordance with hotel standards. Coordinates details and menus for clients' functions and maintains budgeted revenues through solicitation of business while controlling expenditures. Directs, implements and maintains a management philosophy which serves as a guide to Catering staff.

RESPONSIBILITIES:

· Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

· Ensure that standards are maintained at a superior level on a daily basis.

· Maintain complete knowledge of and comply with all hotel/departmental policies and procedures, ensuring that Catering staff are informed as well.

· Liase daily with Catering staff to review status of business, schedules, priority assignments, bookings and all information pertinent to the department operation.

· Check with the secretary throughout the day to ensure that all-clerical work is processed on a timely basis.

· Direct and monitor the performance of Catering staff, ensuring that all procedures are followed.; correct any deficiencies with respective personnel.

· Organize and delegate traces for follow-up; be familiar with status of each.

· Ensure that Catering offices are kept organized and clean.

· Review the Captain's reports/log book for previous day functions; follow up any problems noted and file.

· Review Banquet sales for the previous day; resolve discrepancies with Accounting; track revenue against budget.

· Review Banquet checks for the previous day's functions; ensure accuracy of charges and presence of guest signature; resolve discrepancies.

· Establish a departmental manual identifying all policies relevant to booking functions with respective charges.

· Ensure that Catering staff are knowledgeable of such:

Function room capacities and various set ups

Blocking space (definite/tentative)

Use of all forms

Menus and pricing

Guarantee policy

Cancellation policy

Payment policy

Room rental charges

Corkage fees

Food handling policy

Service charges

Coat room policy

Miscellaneous pricing (floral, entertainment, etc.)

Shipping/receiving policies

Lost and found policy

· Ensure that Catering staff are familiar with Banquet service standards to better sell the facilities.

· Review Catering staff's request to block space to ensure that appropriate space is blocked to accommodate the group's requirements and to maximize labor costs; resolve any discrepancies.

· Establish and monitor the file and trace system.

· Assign specific files and sales objectives to catering personnel.

· Ensure client files are kept organized and current with all required information.

· Monitor and handle inquiry calls on a timely basis.

· Ensure that all incoming calls are answered within 3 rings with proper greetings and telephone etiquette.

· Monitor departmental call reports and assist Catering staff in determining follow-up actions.

· Monitor response time to messages, ensuring that all messages are returned promptly.

· Establish standardized form letters for use by all Catering staff as response to inquiries, tentative/ definite bookings, thank you, cancellations and re-bookings.

· Ensure appropriate letters are sent and filed.

· Actively solicit and book business following hotel standards.

· Meet with clients to work out the details of their functions.

· Escort clients through the property and highlight features of facility as well as available services.

· Suggestively sell menus, which meet the client's needs and maximize revenues.

· Where appropriate, entertain clients in the hotel outlets to sell the hotel facilities.

· Liase with the Executive Chef to plan special requests for clients and special event menus; arrange introductions between the client and Chef.

· Where appropriate, coordinate arrangements for a Chef's table to persuade profitable potential clients.

· Ensure that all definite functions are detailed accurately on Banquet Event Orders, signed by clients and distributed to designated departments on a timely basis; resolve any discrepancies with respective Catering staff.

· Review estimated guarantees and ensure that firm guarantees are obtained business days prior to scheduled function; ensure that the overset figure complies with established standards.

· Monitor the preparation and distribution of the Daily Event Sheet; ensure that all information is complete and accurate and distributed on a timely basis.

· Monitor changes to Banquet Event Orders; ensure that accurate information is communicated to respective departments on a timely basis in order to best service the client; resolve discrepancies with catering staff.

· Monitor the preparation and distribution of the Weekly Event Sheet; resolve any incomplete information or problems with respective Catering staff prior to the distribution of the sheet.

· Identify groups, which do not have scheduled functions and communicate such to outlets in order to help them anticipate expected business levels.

· Prepare and distribute the weekly Catering forecast identifying covers and sales by meal period.

· Ensure that a Banquet check is typed for each function one day prior to scheduled event and given to the Banquet department.

· Monitor the accurate record of each check issued and ensure the security of all unused checks.

· Ensure that door cards are typed for each scheduled function and properly posted.

· Prepare and distribute amenity request forms for specified clients; obtain designated approvals and follow up on delivery.

· Check function room set ups prior to guest arrival, ensuring all details are in agreement with client's requirements and hotel standards; ensure respective personnel correct deficiencies.

· Meet with the Chef prior to function time to verify arrangements and to observe the quality of the food presentation.

· Assist in plate up of meals as requested; ensure that standards are met.

· Welcome group contact upon arrival at function and ensure guest satisfaction.

· Check that functions are properly staffed to provide the required standard of service; ensure that staff are well groomed; resolve any deficiencies with the Banquet Manager and/or Supervisor on duty.

· Assist in supervising the service of functions, ensuring guest satisfaction.

· Monitor, handle and process all billing/payment procedures according to Accounting standards.

· Monitor guest reactions and confer with service staff to ensure guest satisfaction.

· Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

· Promote positive guest relations at all times.

· Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.

· Monitor and handle guest complaints by following the six step procedures and ensuring guest satisfaction.

· Contact clients after scheduled functions to ensure guest satisfaction and to solicit rebooking.

· Conduct weekly B.E.O. review meetings; resolve any discrepancies.

· Attend designated meetings, menu and wine tastings.

· Conduct ongoing training with existing staff.

· Provide feedback to catering staff on their performance; handle disciplinary problems and counsel employees according to hotel standards.

· Foster and promote a cooperative working climate, maximizing productivity and employee moral.

· Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts; adjust schedules throughout the shift to meet the business demands.

· Ensure that Catering staff report to work as scheduled; document any late or absent employees.

· Prepare and submit daily/weekly payroll records.

· Conduct function book review as scheduled with the Director of Sales; agree the potential dates, which pose a negative impact on the available function space; confirm release dates for "hold all space"; ensure that Catering staff comply with restricted dates; resolve discrepancies.

· Prepare and distribute the monthly booking report according to procedures; compare actual to forecast.

· Monitor, maintain and distribute a monthly-Lost Business Report following hotel standards; ensure appropriate pieces of lost business are traced for future solicitation.

· Prepare and distribute an annual catering-marketing plan in accordance with hotel specifications; assign monthly action steps to Catering staff and follow up on each; adjust and update the marketing plan each quarter.

· All other duties as required.

QUALIFICATIONS:

· Experience: Minimum two years’ experience as a Catering Director for a luxury or ultra-luxury hotel/resort.

· Education: High school diploma; some college.

· General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

· Technical Skills: Knowledge of various food services styles (i.e., French service, Russian service, tableside flambé service, and butler style service); knowledge of menu development; ability to satisfactorily communicate in English with guests, management and co-workers to their understanding; ability to provide legible communication; ability to compute basic mathematical calculations; familiarity with food and beverage cost controls; familiarity with Sales and Marketing tools; ability to enforce hotel's standards, policies and procedures with catering staff; ability to prioritize and organize work assignments; delegate work; ability to direct performance of Catering staff and follow up with corrections where needed; ability to motivate Catering staff and maintain a cohesive team; ability to ascertain departmental training needs and provide such training.; ability to be a clear thinker, analyze and resolve problems exercising good judgment; ability to focus attention of details; ability to suggestively sell menu items, beverages, wines and facilities; ability to input and access information into computer; ability to ensure security and confidentiality of client information and hotel data; ability to work without directs supervision.

· Language: Required to speak, read and write English, with fluency in other languages preferred.

· Physical Requirements: Must be able to exert physical effort in transporting 40 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Salary: $125,000-135,000/annually

Located on the Kona Coast of the Big Island of Hawai‘i, the iconic Kona Village Resort welcomes back ‘ohana (family) to the historic and culturally rich destination in 2023. Spanning 81 acres of stunning geologic landscape and richness, Kona Village, A Rosewood Resort draws inspiration from the history of the site, local culture and natural elements. Less than 10 miles north of the Kona International Airport, Kona Village, A Rosewood Resort debuts 150 unique, standalone guest hales with locally-inspired décor and a privileged sense of seclusion. An array of distinct dining venues, including the original resort’s beloved Shipwreck Bar and Talk Story Bar, offers elevated yet relaxed experiences. The resort also offers an array of event spaces and outdoor activities, making it an exceptional destination for meetings, events and celebrations.