Director of Catering & Events

Full-Time

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Business Results

Oversees all day-to-day operations for the catering sales effort. Provides positive and aggressive leadership to ensure maximum revenue potential; sets example with personal booking goals. Creates and maintains an office environment conducive to effective selling and customer advocacy. Oversees hiring and training of catering sales managers and hourly associates.  Coaches and mentors catering related sales managers to develop sales skills and performance improvement. Participates in the Developing and management of the catering sales revenue and operating budgets.  Provides input for developing forecasts.  Sets booking goals for catering sales team members and catering goals for other sales channels property participates in. Holds catering sales team and other sales channels accountable for goal achievement. Proactively recognizes and works to retain top talent. Effectively develops and manages relationships with key stakeholders, both internal and external. Assist the Director of Sales & Marketing analyze market information through Delphi and implements catering strategy to achieve hotel’s financial catering goals. Assists Revenue Management and the Director of Group Sales with completing accurate projections. Assists the Director of Sales & Marketing to approve space release for catering to maximize revenue. Develops, implements, and sustains aggressive solicitation program focused on increasing local catering business. Works with management team to create and implement a catering sales marketing plan addressing revenue, customers and the market. Assists with the development and implementation of catering promotions, both internal and external. Works collaboratively with off-property sales channels to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative. Conducts outside catering sales calls based upon set individual monthly goals. Conducts prospecting and solicitation goals based upon set individual monthly goals.  Completes Catering Sales components of the Marketing Plan (updated quarterly) including strategic action plans for all relevant market segments, booking channels and revenue streams.  Sets Catering goals and objectives with DOSM, utilizing goal setting models and market knowledge to ensure the Catering Managers are effectively deployed to maximize productivity and revenue opportunities for the hotel. Develop working menu with the Executive Chef to ensure profitability and customer satisfaction. Establishes Catering booking guidelines with the DOSM, based on historical data and forecasts to maximize revenue.  Prepares and presents Catering information for property reviews with owner representatives and corporate executives.  Reviews Catering pace reports with DOSM and reforecast Weekly 30/60/90-Day Budget w/DOSM and Director of Revenue Management  Evaluates new and incremental business opportunities/promotions to maximize revenue for the hotel. Completes Catering Sales Activity Critiques (weekly/monthly/quarterly) with information that explains the productivity, provides insights into opportunities and threats, and updates the stakeholders with market news.    

Guest Satisfaction

Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth.  Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event. Makes presence known to customer at all times during this process, regardless of which hotel they sit at.  Greets customer during the event phase and hands-off to the Convention Services department for the execution of details. Is available to solve problems and/or suggest alternatives to previous arrangements. Displays leadership in guest hospitality and ensures consistent, high level service throughout all phases of hotel events.   Ensures products and services sold to the Event Planners meet or exceed their expectations, create loyalty and leads to increased market share.  Sets a positive example for guest relations. Interacts with guests to obtain feedback on product quality and service levels.  Effectively responds to and handles guest problems and complaints. Reviews Guest Service Results with leaders.   Participates in the development and implementation of corrective action plans. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Utilizes Delphi or other hotel system to capture and manage customer information on a daily basis. 

Leadership

…applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

Demonstrates commitment to Westmont Hospitality operating principles and philosophies. Holds self and others accountable for achieving results. Addresses conflict in a timely manner. Contributes to team results. Deals with change effectively. Makes decisions, including employees/team and commits to a course of action with available information.

Building Relationships

…eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.   

• Conducts one on one meeting with Catering Sales Managers and Convention Services to ensure their ongoing development.
• Manages lead processes for to ensure prompt and thorough response to inquiries.
• Promotes and tracks lead referrals from NSOs, and Scout leads.
• Administers Catering Sales Smart Goals.
• Uses opportunities to promote individual and team successes. 
• Always applies the principles of trust, honesty, respect, integrity and commitment.
• Attends Morning, Daily BEO and Departmental Meetings, representing Catering and Convention Services.
• Recognizes and celebrates team successes.
• Balances the interest of one’s own group with the interests of the organization.
• Facilitates beneficial resolution of team conflict.
• Uses team member diversity to its fullest extent to achieve business success.
• Encourages others to share their points of view even if different from his/her own.
• Shares relevant information to help others understand and support business objectives.
• Seldom pulls rank or tries to overpower others.
• Uses technology effectively to communicate and influence throughout the organization.
• Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.

Managing Work Execution

…proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results.

Consistently meets/exceeds personal revenue production goals

• Approves Local Catering bookings  to ensure Catering Managers are maximizing revenue opportunities without displacing business 
• Approves Local Catering space releases in accordance with the stated policies 
• Develops strategic action plans and establishes “Measuring Sticks” with Catering Sales & Convention Service Managers  
• Completes ROIs on new projects/ expenditures not forecasted 
• Manages completion of new projects as they arise
• Audits Delphi and creates follow-up action plans as needed
• Participates in setting team direction or goals.
• Seeks out others for information, support, guidance and assistance.
• Develops and uses systems to organize and keep track of information.

Generating Talent

….Proactively identifies and develops talent within the organization

• Hires the best people available from inside and outside Hyatt Hotels. Hires for talent, diversity and balance of skills. Supports Hilton interviewing tools to ensure hiring decisions are based on the candidate’s job-related talent, skills and competencies.  Maintains succession planning.
• Develops implements and maintains departmental orientation and training certification programs for employees to receive the appropriate new hire training to successfully perform their job.
• Uses all available on the job training tools for employees; implements and manages training initiatives and conducts training when appropriate; ensures self and direct reports have completed appropriate Hilton University training classes.
• Manages employee progressive discipline procedures for areas of responsibility.  Ensures each hotel’s policies are administered fairly and consistently.        Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures 
• Ensures regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance and produce desired business results. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Actively solicits feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems and concerns.  Ensures employees are treated fairly and equitably.  Constantly strives to improve employee retention.  Brings issues to the attention of DOSM and Human Resources as necessary.
• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility.  Maintains an on-going employee recognition program.

Organizational Learner

Actively pursues learning and self-development to enhance personal, professional and business growth; shares learning; demonstrates depth of knowledge in technical or specialized area

• Enlivens the CARE Culture  within the Sales Department and the hotel
• Attends different departmental Line-up meetings and communicates information 
• Communicates all relevant market news to the Catering Department
• Supports Public Relations’ initiatives  
• Review catering sales strategies and provides feedback 
• Updates SOP’s as needed with DOSM
• Acts independently to improve and increase skills and knowledge.
• Demonstrates an awareness of personal strengths and areas for professional improvement.
• Shares learning, innovations, and best practices with others.
• Is willing to learn from others.
• Performs all technical/procedural requirements of the job.
• Uses current best methodologies to manage smaller scale projects.

Understands revenue management functions and account profitability.

Experience  

Must have a minimum of (5+) year of progressive sales experience Proven track record of a consistent ability to exceed sales goals Previous sales leadership experience preferred 

Skills And Knowledge

Aggressive negotiating skills and creative selling abilities to close on business with a high conversion ratio Must be able to “knock on doors” to get the business Knows how to conduct research on the Internet Weekly prospecting and soliciting goals Uncovering new customers (local and social) Effective sales skills to up-sell products and services Knowledge of menu planning, food presentation, banquet and event service operations Ability to manage guest room and meeting space inventories Broad understanding of facility management (sanitation, maintenance, operations) Strong customer development and relationship management skills Knowledge of overall hotel operations as they affect department. Knowledge of event technology products and services Knowledge of contract management and legalities Financial management skills, e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling Strong communication skills (verbal, listening , writing) Strong problem-solving skills Strong customer and associate relations skills Strong presentation and platform skills Strong organizational skills Strong “closing skills” Strong ‘persuasion” skills Ability to use standard software applications and hotel system  Effective decision making skills Effective influence skills

 PHYSICAL DEMANDS

Frequent walking, standing, sitting, hearing, talking, smiling.  Lifting, pushing and pulling of objects weighing up to ten (10) pounds.