Director, Banquet Operations

Description

The Director, Banquet Operations (DBO) provides leadership to the Banquet department including Banquet Captains, Banquet Servers and Banquet Casual Servers (over 100 reports). The DBO manages the strategic direction of the Banquet Department including food quality, guest service throughout the banquet function, researching and implementing new banquet set ups at various venues, etc. for Colonial Williamsburg guests. The DBO maintains and improves level of banquet service to all CWC Conference Groups by coordinating with the Food and Beverage Chefs in the various CWC Outlets including: The Williamsburg Lodge, The Williamsburg Inn, The Historic Taverns, etc. The DBO’s department is responsible for all banquets held at CWC outlets including: the Williamsburg INN, Williamsburg Lodge, The Woodlands Conference Center, and off-site venues as requested.

WORK TO BE PERFORMED:

• Manages/supervises, provides day-to-day leadership and development, job assignments and performance evaluations for the banquet service and set-up teams. Makes recommendations about hiring, promotions, and terminations. Responsibilities include interviewing candidates; ensuring new employees receive appropriate training, observing performance of employees and offering feedback and counseling. Responsible for semi-annual and annual performance reviews of direct reports. Collaborates with Human Resources to ensure the administrative of the Collective Bargaining Agreement is upheld. Manages the Casual Banquet Server’s Annual Opt-In process to ensure staffing levels are appropriate for the Banquet events.
  • Manages Banquet Event Orders (BEOs) to ensure guest needs and expectations are met by attending BEO meetings, communicating the banquet needs to Banquet Captains and executing site inspections for all BEO events prior to the arrival of guests. Collaborates with Catering to finalize/determine event changes and guarantees on the BEOs for guests. Collaborates with Conference Services and Food and Beverage departments to develop banquet menu ideas, table-top design, buffet set up, floral arrangements, event spaces.
  • Manages revenue stream in excess of $10 million and collaborates with Conference Services and Sales teams on creative ways to continually increase sales and revenue and contain costs. Conducts audits of banquet checks and service charges.
  • Develops, recommends, implements and manages the department’s annual budget and business plans and actions.
  • Programs Infogenisis (POS Sytems) with holiday meal and special event offerings. Ensure that banquet checks are posted in V-1 and/or Opera within 24 hours following events. Ensure that re-posting log checks are re-posted and adjustment made to service charges as needed.
  • Coordinates room set up and preparation with banquet set up team, ensuring venues are arranged according to instructions on the BEO. Takes proactive measures to assure the cleanliness, integrity of all banquet equipment for each BEO. Monitors and maintains service standards of all food and beverage standards on and off property. Collaborates with the stewarding department on the type and amounts of equipment needed for the various functions and events. Projects supply needs for banquet department (china, glass, silver, etc.).
  • Manages the food and beverage needs for BEOs, and coordinates set-up and service of all food functions with the culinary team to include buffets, hors d’oeuvres service, table arrangements, types of service, and number of staff needed to do the event. Manages all BEO inventories including equipment (tables, chairs, stages, etc.) and banquet linen. Also monitors the conference center space for cleanliness and organization.
  • Manages scheduling for all BEOs across all CWC venues each week. Ensures all staffing levels are at or above par level and all staff are trained on Banquet Service Standards.
  • Monitors the quality of service provided during events and takes the initiative to resolve any issue or complaints; Ensures that leadership is aware of any complaint. Review and evaluates guest comments and other reports to determine the degree of customer satisfaction, takes action to correct identified deficiencies.
  • Develops and maintains current information on trends, themes, displays and offerings for banquet events, recommends and implements new services, standards, procedures and technologies as needed to improve guest experience and service to generate future return sales.
  • Performs other related duties as required.

SUPERVISION TO BE EXERCISED:

Direct: Supervise a staff of Banquet Captains, regular bargaining unit servers and up to one hundred (100) casual servers, bartenders, and cashiers, banquet set-up manager, banquet set-up supervisors, and banquet-housecleaners. In addition, supervises Banquet Department Administrative Assistant.

Indirect: Banquet Set Up Team and others as directed.

DIRECTION RECEIVED:

Works under the general direction of the Executive Director of Food & Beverage

QUALIFICATIONS:

• In depth knowledge of various types of banquet services (American, French, Family) and banquet room set up.
• Must possess outstanding public contact skills and basic mathematical skills to perform and process banquet checks, tip allocation sheets, and sales forecasts; the ability to supervise and train professional banquet service employees.
• A college degree in hotel administration or business management or the equivalent of eight (8) or more years of supervisory experience in banquets involving multiple sites, events, or locations is recommended.
• Must be able to analyze expenses and manage to budgetary guidelines.
• Must be able to work flexible hours including nights, weekends, and holidays.
• Must ensure outstanding guest service and deal hospitably with guests, employees and co-workers in stressful situations.
• Must be able to stand and walk for extended periods and be able to carry up to fifty (50) pounds.
• Basic computer skills to include Microsoft Office (Word, Excel, Outlook) and industry Point of Sale systems a must.
• Management experience in a collective bargaining unit environment a must.