Events Meeting Concierge

Description

Key Responsibilities:

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

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

· Maintain positive guest relations at all times.

· Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.

· Resolve guest complaints, ensuring guest satisfaction.

· Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.

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

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

· Ensure knowledge of:

o Function room capacities and various set ups.

o Blocking space (definite/tentative).

o Use of all forms.

o Menu and pricing.

o Guarantee policy.

o Cancellation policy.

o Payment policy.

o Room rental charges.

o Corkage fees.

o Service charges.

o Miscellaneous pricing (floral, entertainment, etc.).

o Shipping/receiving policies.

o Lost and found policy.

· 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 rings, proper greetings, and telephone etiquette.

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

· Establish standardized form letters 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.

· Meet 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 (BEOs), signed by clients, and distributed to designated departments on a timely basis. Provide function space diagram to Banquet Captain as needed for special set up requirements. Resolve any discrepancies with respective staff as needed.

· Review estimated guarantees and ensures that firm guarantees are obtained with in 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 BEO’s; ensure that accurate information is communicated to respective departments on a timely basis in order to best service the client. Resolve discrepancies with staff as needed.

· Monitor the preparation of the Weekly Event Sheet. Resolve any incomplete information or problems with respective 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.

· 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 meets hotel standards. Ensure deficiencies are corrected by respective personnel.

· Meet with the Chef prior to function time to verify arrangements and to observe the quality of the food presentation. Ensure that standards are met.

· Welcome group contact upon arrival at function and ensure 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.

· Contact clients after scheduled functions to ensure guest satisfaction and to solicit re-bookings.

· Attend weekly BEO review meetings; resolve any discrepancies.

· Attend designated meetings, menu, and wine tastings.

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

· Manage internal property events to engage guest both on-property and off-property guests

· Manage all billing aspects of the Sales department in corroboration with the Accounting Department.

SECONDARY JOB FUNCTIONS

· Keep abreast of current market trends and research competitors.

EDUCATION AND EXPERIENCE

· Minimum High School education, some college preferred

· Previous customer service skills and sales/catering experience, in a fine dining or hotel preferred

· Ability to read and comprehend instructions, correspondence, and memos; ability to write business correspondences and set up contracts and function sheets

· Ability to professionally present promotional materials to prospective customers, and to effectively communicate and coordinate with catering, kitchen staff, and outside vendors

· Ability to calculate figures and amounts for customer contracts

LANGUAGE SKILLS

· Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

· Ability to write reports, business correspondence, and procedure manuals.

· Ability to effectively present information and respond to questions form groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

· Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume.

REASONING ABILITY:

· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS:

The employee is occasionally required to sit; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and twist, bend, stoop, kneel, crouch, or crawl. The employee must occasionally lift, move, push, and/or pull up to 25 pounds. The employee must frequently use computers and other special operating equipment. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Tasting and smelling abilities are required occasionally to distinguish with a degree of accuracy, differences or similarities in intensity or quality of flavors and/or odors. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, airborne particles, and hot liquids. The noise level in the work environment is usually moderate.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to met business demands).

Requirements

STANDARD JOB SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.