Job Description
Ensure the successful operation of the catering, conference services and sales function as it relates to service, by coordinating details and menus for clients’ functions. Anticipate guest needs, and solicitation of business while assisting to control expenditures. Provide clerical/administrative support for the Catering, Conference Service and Sales Department, including typing, computer input, filing, answering telephones, and printing reports.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain knowledge of all Hotel services/features and hours of operation.
- Maintain complete knowledge in the use of all office equipment, computer and manual systems.
- Access all functions of a computer. (For example: Outlook, Excel, Word, & Opera or another like system.)
- Set up workstation with necessary supplies and resource materials; maintain cleanliness throughout shift.
- Answer telephone within 3 rings, using correct salutations and telephone etiquette.
- Handle inquiry calls and return calls on a timely basis.
- Record messages legibly and completely, ensure proper distribution of messages.
- Make telephone calls to specified individuals as requested by the Director, Catering & Conference Service and Catering/Conference Services Managers.
- Greet all individuals arriving at offices courteously and assist with their needs. Contact Managers and inform of client arrivals.
- Establish and maintain filing system procedures; prepare new client files.
- Retrieve and distribute departmental mail.
- Process requests for overnight mail and other delivery/messenger services.
- Prepare and send faxes; receive and distribute faxes to appropriate personnel.
- Make photocopies and process as specified.
- Type correspondence, memos, Banquet Event Orders (B.E.O.’s), Daily Event Sheet, 10-Day Forecast and reports as assigned and distribute according to Hotel standards.
- Prepare the Daily Event Sheet from the B.E.O.'s and submit to Catering/Conference Services Director for approval before distribution.
- Process all changes to B.E.O.'s as given by the Catering/Conference Services Director and Managers on a timely basis.
- Prepare the Weekly Event Sheet according to procedures and distribute to Director, Catering & Conference Services and Managers for verification of information listed. Type and distribute to specified departments.
- Attend designated meetings, take minutes, transcribe and distribute.
- Assist Managers in calling clients for their function guarantee numbers and adhere to departmental policies.
- Assist Managers in contacting florists and other authorized vendors to coordinate arrangements for functions.
- Prepare requests for complimentary room reservations when assigned by Managers, following Hotel procedures.
- Complete and distribute amenity request forms; follow up on any changes.
- Maintain a current manual on all departmental forms and form letters with instructions.
- Coordinate service repairs for office equipment, ensuring minimal costs.