DIRECTOR OF BANQUETS

MDM Group Marriotts•Miami, FL

3d•Onsite

About The Position

The Director of Banquet Operations provides strategic leadership and operational oversight for all banquet and event functions, ensuring exceptional guest experiences and flawless event execution. This role is responsible for managing the day-to-day operations of the Banquet Department, leading and developing banquet staff, and maintaining the highest standards of service, quality, and efficiency in accordance with established catering and hospitality standards. The Director oversees the execution of all events from setup through breakdown, ensuring that client expectations, contractual requirements, and service standards are consistently met or exceeded. By actively managing the event phase, this leader drives guest satisfaction, resolves operational challenges proactively, and identifies opportunities to maximize revenue through upselling and enhanced service offerings. Serving as a key liaison among Sales, Event Planning, Event Services, Event Technology, Banquet Culinary, and Operations teams, the Director fosters strong cross-functional collaboration and open communication to ensure seamless event delivery. This role is accountable for staffing, scheduling, budget management, service excellence, operational compliance, and continuous process improvement while cultivating a culture of teamwork, accountability, and hospitality excellence. The Director of Banquet Operations plays a critical role in achieving organizational goals by delivering memorable events, strengthening client relationships, and driving overall business performance through exceptional service execution and operational leadership.

Requirements

High School diploma/ G.E.D. Equivalent.
At least 1 year of related work experience
Decision-Making.
Computer skills.
Teamwork.
Customer service orientation.
Diversified relations.
English language proficiency.
Listening.
Telephone etiquette Skills.
Electronic communication.
Applied reading.
Writing.
Dependability.
Positive demeanor.
Presentation.
Integrity.
Multi-Tasking.

Responsibilities

Maintain awareness of undesirable persons on property premises.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Follow company and department policies and procedures.
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Address guests' service needs in a professional, positive, and timely manner.
Assist other employees to ensure proper coverage and prompt guest service.
Thank guests with genuine appreciation and provide a fond farewell.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Talk with and listen to other employees to effectively exchange information.
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Provide assistance to coworkers, ensuring they understand their tasks.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Develop and maintain positive and productive working relationships with other employees and departments.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Support all co-workers and treat them with dignity and respect.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Comply with quality assurance expectations and standards.
Enter and locate work-related information using computers and/or point of sale systems.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Read and visually verify information in a variety of formats (e.g., small print).
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
Operate telephone switchboard station in order to answer telephone calls.
Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
Activate and deactivate guest room message lights as appropriate.
Transfer guests with internet access issues to the internet service provider's customer support line.
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Receive, record, and relay messages accurately, completely, and legibly.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Answer, record, and process all guest calls, requests, questions, or concerns.
Follow up with guest regarding satisfaction with guest-related issues.
Communicate parking procedures to guests/visitors.
Dispatch bell staff or valet staff as needed.