Director of Catering

Job Role: Director of Catering

Status: Exempt Position

Position Purpose:

To generate hotel revenues of guestrooms, function space, function food and beverages, event room rental, outlet revenues and any other hotel revenue for the hotel. Efforts include representation of hotel to local community, local and national development of business opportunities, supervise catering sales-related personnel, and establishes catering revenue strategies to implement with sales, food and beverage, and marketing support. The individual actively generates individual revenues in function space, food, and beverages, and guestrooms (if market specific) by initiating, developing, and maintaining client relationships through prospecting efforts, sales calls, onsite hotel visits, attendance at trade shows, networking and industry events, and other activities as needed, to achieve individual and catering team performance goals. This position acts as a liaison with other hotel departments to facilitate services agreed upon by the sales office with clients

Work Environment:

Office within hotel’s Sales and Catering Department.

Job involves working:

• Under moderate temperature conditions.
• Under moderate noise levels.
• Indoors and outdoors.

Qualifications:

Essential:

Bachelor’s degree in Hotel/Restaurant Administration or in Business.

Minimum 7 years in Hotel Sales, Catering or Marketing managerial position.

Fluency in English, both verbal and written.

Proficiency with Sales & Catering Software

Desirable:

College degree in a related field (i.e. hotel management, business management, marketing.)

Training in customer/guest relations.

Fluency in other languages, preferably Spanish or French.

Certification of previous training in liquor, wine, and food service.

Certification as Certified Meeting Professional.

Certification in an alcohol awareness program (TIPS) required within 60 days of employment.

Brand certification training, R&I.

Essential Job Functions:

1. Ability to:

• perform job functions with attention to detail, speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• understand guests’ service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• carry out all safety and emergency procedures. (i.e., fire, crowd control, inclement weather, and bomb threats).
• maintain Delphi/filing system, physical or electronic, following policies and procedures set by DHG or the hotel.
• perform booking, event, and activity tasks within Delphi management system.
• read and understand sales contracts, terms and conditions and negotiate favorable results for hotel.
• utilize communication devices (ex., telephones, radios, other).
• create, read, and understand liquors.
• create, read, and understand culinary terms for menus.
• sustain direct contact with the public; must establish high degree of customer service (smile, eye contact, positive personal presentation, etc.) and high volume of interaction with guests and staff.
• learn and master computer programs for sales, customer, and event management.
• professionally communicate and interact with guests, management, and co-workers in a courteous, empathetic, and discreet manner.
• ability to communicate clearly and effectively with guests and be able to direct/escort them to the various facilities and functions within the hotel.
• adhere to hotel grooming standards.

2. Anticipate guests’ needs, respond promptly, and always acknowledge all guests.

3. Respond to and initiate sales inquiry calls and personal visits to the hotel, to book events, explain menus, policies, and benefits, and give tours of the property.

4. Promptly follow up on sales leads in timely manner in accordance with brand and DHG requirements; monitor and ensure that sales & catering system is kept up to date.

5. Resolve guest and client complaints, ensuring guest satisfaction.

6. Always exhibit positive guest and client relations.

7. Actively solicit and book business following hotel activity standards and requirements, to achieve revenue goals.

8. Develop new ideas to improve the sales and promotion of the Catering and Food and Beverage service of the hotel, in conjunction with Sales Department, Marketing, and Food and Beverage Department.

9. Participate in outside sales efforts, including travel to client sales calls, industry events, exhibit shows, demonstrations, sales blitzes, speeches, and other events as required.

10. Entertain clients in the hotel outlets to sell the hotel facilities, where appropriate.

11. Meet or exceed assigned revenue and personal performance goals in the assigned market(s).

12. Assist in achieving or exceeding budgeted goals in sales, profit and occupancy for the total hotel operation.

13. Maintain effective communication between all hotel departments to ensure execution of client events and positive inter-departmental working relationship.

14. Create future strategy, schedule and plan work routine and complete assigned projects on a timely basis.

15. Maintain office workspace in a professional, organized manner.

16. Identify problem areas and take appropriate action to solve problems with clients or inter-departmentally, involving the Director of Sales & Catering, where necessary.

17. Actively network in community, volunteer, social and professional organizations representing hotel.

18. Maintain positive working relationships with the local community organizations, as well as all lead sources.

19. Maintain knowledge of current market trends and competitors’ facilities and opportunities.

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

21. Attend scheduled sales, catering, food, and beverage, departmental, credit, training, networking, and any other meetings as requested by the General Manager or DHG Leadership.

22. Prepare and negotiate client sales agreements, including room rates, attrition, food and beverage minimums, and contractual terms to minimize hotel risk, and maximize revenue opportunities on behalf of the hotel, with appropriate discretion.

23. Achieve monthly financial goals in accordance with the budget.

24. Create and maintain a positive team atmosphere.

25. Manage catering sales staff, including recruiting, selection, onboarding, training, scheduling, administrative paperwork, development of and monitoring of goals, discipline, performance evaluation, and other management tasks as required.

26. Supervise catering sales staff in their efforts, including rates and dates strategy, client support, action plans, sales calls and call strategy, sales, goals, community event participation, agreement review and other supervisory tasks as required.

27. Maintain reporting and tracking procedures including Function Diary, Group Rooms Control Log, Yield Management Reports, Catering and Group Pace Reports, Inquiries, Lost Business, eLeads and Month End Report.

28. Ensure that BEO and resume meetings are held on a regular schedule and all necessary personnel attend.

29. Participate in Daily Business review and catering sales meetings with established agenda and meeting recaps or action plans in compliance with DHG standards.

30. Prepare 30/60/90-day forecasts for revenues and department expenses on a weekly basis, or as requested.

31. Monitor VIP requests and inspection of accommodations where needed.

32. Review Accounts Receivable balances and participate in collection strategy as needed. Review deposit logs and house account balances and act where needed.

33. Participate in the Manager on Duty Program, and handle guest requests or complaints.

34. Participate on Saturday and/or weekend office coverage program as needed.

35. Assist in preparation of annual Business Plan and its implementation for Catering Sales.

36. Maintain positive working relationships with employees, clients, vendors, etc. to ensure effective operation and service.

37. Maintain relationship with nearby hotel sales and catering departments, to identify catering sales Talent and to understand their strategies.

38. Adhere to all Accounting policies regarding payment, including correct billing and collection procedures as described by the hotel credit policy.

39. Comply with correct maintenance and use of equipment only as intended.

40. Comply with all hotel and departmental policies, service procedures and standards.

41. Perform any other work-related duties as reasonably assigned by the Director of Sales & Catering / Marketing, General Manager or DHG Leadership.