Manager - Banquets & Catering

Description

The primary responsibility of the Manager - Banquets is to execute banquet food and beverage events according to banquet event order specifications, adjust specifications as necessary and perform follow-up ensuring guest satisfaction. All duties are to be performed in accordance with departmental and Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.

MINIMUM EMPLOYMENT REQUIREMENTS:

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
• Maintain consistent adherence to Wind Creek’s customer service standards.
• Must be able to work varied shifts, including weekends and holidays.

SPECIFIC POSITION REQUIREMENTS: 

• 3 years’ hotel catering/banquet manager or supervisor experience required. 
• Previous experience working in a guest service environment or customer service area of a AAA Four Diamond caliber hotel/casino resort preferred.
• Proficiency in Delphi, Delphi Diagrams and MS Office preferred.   
• Ability to fluently read, write and understand English.
• Must be able to obtain a ServSafe certificate.
• Must possess or be able to obtain a Responsible Alcohol Management Program (RAMP) certification card.
• Must have the ability to compute basic mathematical calculations.
• Should possess a strong familiarity with food and beverage cost controls.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.
• Other duties as assigned
• NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES

POSITION RESPONSIBILITES:

• Provide superior customer service to all internal and external customers in compliance with Wind Creek customer service standards.
• Assist with the successful execution of all banquet events.
• Supervise the banquet service staff, banquet bartenders and the Convention Porter staff.
• Work with other food and beverage staff to plan, prepare and execute events.
• Participate in BEO (Banquet Event Order) meetings. 
• Monitor in house group activity providing assistance as needed. 
• Ensure that function rooms are set-up in accordance with customer satisfaction through accurate and timely communication with sales, entertainment and culinary staff.
• Insures the timeliness of all banquet functions.
• Ensures readiness and compliance in case of last minute changes to banquet orders. 
• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
• Manage staff and organize department functions in accordance with company guidelines. 
• Acts as a liaison with Hotel Sales, Culinary, and Banquet operations ensuring proper execution of events and guest satisfaction.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments. 
• Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
• Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments. 
• Work on actual project or service to help achieve the objectives of the department. 
• Evaluate information to render an opinion or take action based on that information that will impact the department or function.
• Focus on achieving the goals or objectives of the department using available resources (staff and budgetary). 
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures. 
• Manage departmental inventories and maintains equipment
• Interview and make recommendation of candidates for new hire.
• Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
• Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner.
• Conducts skip level meetings with departmental management and line level staff.
• Conducts divisional/departmental staff meetings at least once per month.
• Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
• Must read and understand Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements. 
• Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.

ESSENTIAL JOB FUNCTIONS:

• Ability to meet Specific Position Requirements and perform Position Responsibilities for this position.
• Ability to clearly present information through the spoken or written word; talk with customers or employees; listen well.
• Ability to be alert to customer needs to remedy or present a solution to a question, service request or service breakdown.
• Ability to bring about results from ordinary circumstances; prepare for problems or opportunities in advance; undertake additional responsibilities and respond to situations as they arise with or without supervision.
• Ability to be tactful and polite, maintain confidences, and foster an ethical work environment; handle all situations honestly.
• Ability to maintain standards despite pressing deadlines; to do work right the first time.
• Ability to act in accordance with established guidelines; follow standard procedures; recognize and comply with written rules or practices.
• Ability to adapt and interact with people who have different values, cultures, or backgrounds, be of service to potentially difficult people, recognize the benefits of having a diverse workforce.
• Ability to develop a rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
• Ability to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and display team spirit.
• Able to demonstrate a high level of service delivery-to do what is necessary to ensure customer satisfaction, deal with service failures and prioritize customer or client needs.