Banquet Supervisor | Milwaukee Marriott West

CSM Careers•Waukesha, WI

2d•Onsite

About The Position

This position is responsible for supervision of the banquet staff, and ensuring assigned banquet events meet or exceed client expectations. Ensures the banquet department operates effectively, including adherence to health regulations and local liquor laws. Works side by side with associates ensuring achievement of overall financial results, guest satisfaction and positive associate morale. Effectively oversees banquet house persons ensuring proper set up and take down per function specifications. Listens to clients, and responds to/handles changes to the function specification in a timely, professional, and courteous manner. Attends appropriate Banquet meetings and communicates effectively with all responsible staff to ensure guest needs are met. Effectively manages banquet servers and greets bartenders for specified banquet events, and ensures all food and beverage service standards are met. Meets with client or group contact, and then clearly communicates specific service requirements and client needs to assigned staff for each banquet event. Quickly and appropriately responds to any associate conflicts to ensure the execution of event is not impacted by any concerns. Ensures work area is cleaned and restocked for upcoming events. Responds quickly to changes in business needs, and manages labor effectively. Properly schedules, monitors use of labor, and send associates home as needed. Stays on top of availability for associates, and appropriately utilizes on call staff in addition to regular part time and full time staff. Manages and maintains company assets. Personally models exemplary guest service, and sets the standard for banquet servers. Accountable for guest satisfaction by ensuring food and beverage service standards are met and guests’ needs are responded to in a timely manner. Works side by side with associates providing feedback to drive GSS and ESS results. Resolves guests’ complaints in courteous and friendly manner, focuses on service recovery when applicable. Builds relationships with clients to maximize repeat business. Personally sets the example for working safely. Ensures service standards per CSM, brand, local, state and federal regulations. Ensures a clean and safe work environment, and follows all CSM procedures for guest/associate incidents. Attends safety meetings and shares safety information with banquet staff. Knows the hotel’s emergency plan and procedures. Responsible for interviewing, hiring, and developing associates. Evaluates staff performance and coaches to ensure standards are met. Motivates team by setting goals, providing ongoing feedback, and rewarding/recognizing associates. Works in conjunction with manager to deliver discipline/corrective action and make termination decisions. Responsible for training all associates and ensuring training records are maintained. Conducts shift meetings. Brings associate concerns to the attention of management. Analyzes quality issues, identifies training needs, and ensures implementation to improve results. Utilizes available resources and adheres to CSM's training policies. Ensures all company, brand, and department-specific training requirements are met. Responsible for effective self/workload management. Demonstrates clear written and verbal communication skills. Promotes collaboration and positive, professional work environment. Attends all required meetings and shares information with staff as appropriate. Adheres to all CSM Standard Operating Procedures.

Requirements

One or more years of banquets captain experience required.
Must be detail oriented.
Ability to communicate well with all levels within and outside the organization.
Must be able to problem-solve with associates and guests.
Must be able to manage multiple priorities in a fast-paced environment.
High School diploma or GED required.
Serve Safe, TIPS or CARE beverage service certification or the ability to obtain certification is required.

Nice To Haves

Prefer 2+ years banquet captain experience in a hotel setting of similar brand or distinction.
Prefer banquet experience with venue of similar size, volume, and reputation for focus on client satisfaction.

Responsibilities

Supervise banquet staff and ensure assigned banquet events meet or exceed client expectations.
Ensure the banquet department operates effectively, including adherence to health regulations and local liquor laws.
Oversee banquet house persons ensuring proper set up and take down per function specifications.
Listen to clients and respond to/handle changes to function specifications in a timely, professional, and courteous manner.
Attend appropriate Banquet meetings and communicate effectively with all responsible staff to ensure guest needs are met.
Manage banquet servers and bartenders for specified banquet events, ensuring all food and beverage service standards are met.
Meet with client or group contact and clearly communicate specific service requirements and client needs to assigned staff for each banquet event.
Respond to associate conflicts to ensure the execution of event is not impacted.
Ensure work area is cleaned and restocked for upcoming events.
Respond quickly to changes in business needs and manage labor effectively.
Properly schedule, monitor use of labor, and send associates home as needed.
Stay on top of associate availability and appropriately utilize on-call staff in addition to regular part-time and full-time staff.
Manage and maintain company assets.
Model exemplary guest service and set the standard for banquet servers.
Ensure food and beverage service standards are met and guests’ needs are responded to in a timely manner.
Provide feedback to associates to drive GSS and ESS results.
Resolve guests’ complaints in a courteous and friendly manner, focusing on service recovery when applicable.
Build relationships with clients to maximize repeat business.
Set the example for working safely.
Ensure service standards per CSM, brand, local, state and federal regulations.
Ensure a clean and safe work environment, and follow all CSM procedures for guest/associate incidents.
Attend safety meetings and share safety information with banquet staff.
Know the hotel’s emergency plan and procedures.
Interview, hire, and develop associates.
Evaluate staff performance and coach to ensure standards are met.
Motivate team by setting goals, providing ongoing feedback, and rewarding/recognizing associates.
Work in conjunction with manager to deliver discipline/corrective action and make termination decisions.
Train all associates and ensure training records are maintained.
Conduct shift meetings.
Bring associate concerns to the attention of management.
Analyze quality issues, identify training needs, and ensure implementation to improve results.
Utilize available resources and adhere to CSM's training policies.
Ensure all company, brand, and department-specific training requirements are met.
Manage workload effectively.
Promote collaboration and positive, professional work environment.
Attend all required meetings and share information with staff as appropriate.
Adhere to all CSM Standard Operating Procedures.