Country/Region

United States of America

Province/City

Menlo Park, CA

Location

Rosewood Sand Hill

Department

Food & Beverage - Services

Job Type

Full-time Permanent

KEY RESPONSIBILITIES:


Job Summary –
The Director of Banquet and Events is responsible for the management of all aspects of the B&E 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 B&E associates.

Essential Duties and Responsibilities – (Key Activities)

• 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 associates are informed as well.
• Liase daily with B&E associates 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 B&E associates, 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 B&E 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 B&E associates 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 B&E associates are familiar with Banquet service standards to better sell the facilities.
• Review B&E associates' 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 associates 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 associates 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 associates.
• Review estimated guarantees and ensure that firm guarantees are obtained by appropriate 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 associates.
• Monitor the preparation and distribution of the Weekly Event Sheet; resolve any incomplete information or problems with respective Catering associates 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 associates 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 associates 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 associates.
• Provide feedback to B&E associates 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 associates 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 associates 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 associates and follow up on each; adjust and update the marketing plan each quarter.
• All other duties as required.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
• Report any defects in the building, plant or equipment according to hotel procedure.
• Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.
• Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
• Be fully conversant with:

o OSHA Regulations
o Risk Assessments for your department
o Hotel Fire & Bomb Procedures

Confidentiality

• Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.

Other

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition of the ones stated, in a reasonable framework.
• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission and core values at all times.
• While this job description is intended to be an accurate reflection of the duties involved in this position, the Company reserves the right to add, remove or alter duties when business need dictates.
• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

Required Skills –
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

• Thorough understanding of financial reports including labour; ability to effectively direct and manage all facets of B&E.
• Demonstrate project management experience in organizing, planning and executing large-scale projects from conception through implementation
• Demonstrated experience in leading and developing people and the ability to establish rapport and/or influence and gain understanding of others
• Ability to lead a team; flexibility with work schedule
• Ability to enforce hotel's standards, policies and procedures with all kitchen personnel; ability to prioritize, organize and delegate work assignments

• Ability to direct performance of B&E associates and follow up with corrections where needed; ability to motivate B&E associates and maintain a cohesive team;
• Ability to promote positive work relationships with service personnel and other departments
• Ability to ascertain associates training needs and provide such training; ability to work well under pressure of organizing and attaining production schedules and timelines
• Ability to maintain good coordination; ability to transport cases of received goods to the workstations; ability to transport pots and pans of food from storage/prep areas to the serving line; ability to work an 8-12 hour shift, 5-7 days per week noisy and sometimes close conditions
• Ability to work with all products and food ingredients involved; ability to use all senses to ensure quality standards is met; ability to differentiate dates; ability to operate, clean and maintain all equipment required in job functions

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 20 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.
• Pool & Beach Environment- constantly exposed to heat, high cold and wind, slippery surfaces and appliances such as stove, oven, dishwasher, cooking top, as well as housekeeping and cleaning tools.

Work Management

• Ability to manage multiple tasks
• Can meet deadlines
• Thinks globally

People Management
Creates work environment that:

• Energizes, motivates and supports employees
• Foster a climate of open communication, trust and respect
• Encourages team behaviour
• Effectively communicates with all levels

Other/Attributes

• Passionate and dedicated
• Is patient, yet persistent
• Culturally aware and sensitive

Qualifications –

• Diploma/Some College or an equivalent combination of education and work-related experience.
• Must have current and valid Food Handler’s card and TIPS certification

Experience –

• Minimum three years’ experience as a Director of B&E in a similar capacity
• Hotel operational exposure (i.e. F&B) preferred
• Experience with a luxury or ultra-luxury property or brand preferred

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.