Rosewood Hotel Group Page d’accueil

OVERVIEW/BASIC FUNCTION:

Responsible for the management of all aspects of the Catering & Conference Services department in accordance with hotel standards. Coordinates all aspects of clients’ program including rooms and F&B 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 & Conferences Services 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 daily.
• Maintain complete knowledge of and comply with all hotel/departmental policies and procedures, ensuring that Catering & Conferences Services staff are informed as well.
• Liase daily with Catering & Conferences Services staff to review status of business, schedules, priority assignments, bookings, and all information pertinent to the department operation.
• Check with the Coordinator throughout the day to ensure that all clerical work is processed on a timely basis.
• Direct and monitor the performance of Catering & Conferences Services 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 & Conferences Services offices are kept organized and clean.
• Review the Captain's reports/logbook 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 & Conferences Services staff are knowledgeable of such:
• Rooming lists procedures
• Group Resume process
• Group Pre-cons and Post-cons
• Function room capacities and various set ups
• Blocking space (definite/tentative)
• Use of all forms
• Menus and pricing
• Guarantee policy
• Cancellation & Attrition policy
• Payment policy
• Room rental charges
• Corkage fees
• Food handling policy
• Service charges
• Coat room policy
• Miscellaneous pricing (floral, entertainment, etc.)
• Shipping/receiving policy
• Lost and found policy

• Ensure that Catering & Conferences Services staff are familiar with Banquet service standards to better sell the facilities.
• Review Catering & Conferences Services 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 & Conferences Services personnel.
• Ensure client files are kept organized and current with all required information.
• Monitor and handle inquiry calls on a timely basis.
• Assist with selling and group detailing as needed with the team.
• Ensure that all incoming calls are answered within 3 rings with proper greetings and telephone etiquette.
• Monitor departmental call reports and assist Catering & Conferences Services 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 & Conferences Services staff as response to inquiries, tentative/ definite bookings, thank you, cancellations, and re-bookings.
• Ensure appropriate letters are sent and filed.
• Monitor and mentor, the catering sales team in a positive way.
• The catering sales team to be set on S.M.A.R.T plans to include plans for regular scheduled outside sales calls, client on-site entertainment, wedding planners’ on-site events etc.
• Actively solicit and book new business through orchestrated prospect calling.
• Set strategic plans with the catering managers to find new customers through vendor relationships.
• 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.
• 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 & Conferences Services staff.
• Review estimated guarantees and ensure that firm guarantees are obtained 3 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 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 & Conferences Services staff prior to the distribution of the sheet.
• Identify groups which do not have scheduled functions and communicate with outlets 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 agree 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.
• Always promote positive guest relations.
• 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 & Conferences Services 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 morale.
• 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 & Conferences Services staff report to work as scheduled, document any late or absent employees.
• Prepare and submit daily/weekly payroll records.
• Prepare and present weekly forecast with accuracy.
• 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 & Conferences Services 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 & Conferences Services 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 & Conferences Services Director with a preference in a luxury hotel/resort.

• 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 & Conferences Services staff; ability to prioritize and organize work assignments; delegate work; ability to direct performance of Catering & Conferences Services staff and follow up with corrections where needed; ability to motivate Catering & Conferences Services 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.

Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay

The salary range for this position is $105,000 to $160,000 annually. This is the pay range for this position that the Hotel reasonably expects to pay. This position is eligible for bonus.

Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel luxury experience, location, and education.

Rosewood Sand Hill, a luxury hotel in Menlo Park, California, opened in 2009. Nestled on 16 acres of pristine property in Silicon Valley, the five-star rated hotel offers a retreat for Bay Area executives and entrepreneurs, as well as local residents and visitors. The historic California ranch-style architecture melds with fragrant gardens and stunning views of the Santa Cruz Mountains to create a unique atmosphere that appeals to all types of guests.

Rosewood Sand Hill provides 121 guest rooms that are perfect for relaxing or rejuvenating with resort-like amenities and high-quality service. Guests can indulge at Sense, A Rosewood Spa®, or delight in the freshest local ingredients at Madera Restaurant. There are many different experiences available at this beautiful property; whether you're looking for a peaceful getaway or a lively place to dine and drink, Rosewood Sand Hill has something for everyone.