Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the ... hospitality industry, down to every employee, position, and hotel.

Job Summary

Prepares all event documentation and coordinates with group sales and/or catering sales, hotel departments, and customer to ensure consistent, high-level service throughout pre-event, event, and post event phases of hotel events. Ensures all hotel events have a seamless turnover from sales to service back to sales. Establishes opportunities to maximize revenue opportunities by upselling and offering enhancements to create outstanding events. Primarily handles events of high complexity and Key Accounts. Plan, organize, and manage the in-house details for all group and convention bookings (i.e., guest rooms, menus, set-up, etc.) Participate in negotiating meetings/functions, rooms, rates, and all related requirements. Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product. Plan, organize, and manage the in-house details for all group and convention bookings (i.e., guest rooms, menus, set-up, etc.) Participate in negotiating meetings/functions, rooms, rates, and all related requirements. Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product. Report and critique all activities to the Cluster Director of Sales & Marketing and Catering information to the Director of Catering. Enliven the Brand Standards within the Department and the hotel. Support all Corporate and hotel initiatives as needed.

Essential Job Functions

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 • Plan, upsell and detail the program with the client including verification and modification of space requirements, times, equipment, menus, themes/decorations, etc. Prepare the appropriate resumes and paperwork to ensure quality service. • Monitor Convention Groups Room Requirements to ensure all convention attendees receive commitments made in the hotels’ agreements. • Manage function details and related activities to ensure that program requirements are satisfied. Anticipate and handle customer complaints and/or problems to ensure quality product delivery, customer satisfaction and repeat business. • Improve hotel convention services' products through; (a) the development of new sales tools, menus, themes, and decorations, (b) the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customers’ needs. • Monitor and control individual event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product. • Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event. • Acts as liaison between hotel and customer throughout the event process (pre-event, event, post-event). Makes presence always known to customer during this process. Is available to solve problems and/or suggest alternatives to previous arrangements. • Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales. • Proactively identifies operational challenges associated with his/her group and works with the hotel staff and customer to solve these challenges and/or develop alternative solutions. • Leads pre-event and post-event meetings for assigned groups. • Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc.). • Manages group room blocks and meeting space for assigned groups. • Greets customer during the event phase and hands-off to the operations team for the execution of details. • Adheres to all standards, policies, and procedures. • Integrates current trends in the meetings & special events industry. • Performs other duties as assigned to meet business needs. • 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 always known to customer during this process, regardless of which hotel they sit at. Greets customer during the event phase. 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 daily.

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. • Conducts one on one meeting with Catering Sales Managers and Convention Services to ensure their ongoing development. • Lead Daily BEO meeting to ensure operational alignment of all attending departments for next day’s events. Attend weekly Pick up meeting, and staff meeting. Lead weekly Resume meeting to ensure all pertinent information is communicated throughout the operations of the hotel. • Review and update all written correspondence (personalized letter “shells”) and internal communication forms and processes (distribution process) quarterly to ensure continuous improvement and quality standards. Ensure that all SOP’s are current and being followed and maintained. • Ensure Group Rooms and Banquet attrition guidelines are followed. • Participates in setting team direction or goals. • Seeks out others for information, support, guidance, and assistance. • Establishes and builds agreement among team/department members for resource requirements, timeliness, and measures of success. • Develops and uses systems to organize and track information. • Translates strategy into specific business actions and individual accountabilities that achieve results. • Makes decisions in a timely manner sometimes with incomplete information under tight deadlines and pressure. • Accomplishes desired results by setting priorities and effectively managing through people and processes, using reliable tools, and leveraging resources and other parts of the organization. Assign clear accountability and monitor implementation to assure success and accountability for results

GENERATING TALENT

Proactively identifies and develops talent within the organization. • Hires the best people available from inside and outside Hilton 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 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 hotel 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 SOPs 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

KNOWLEDGE, SKILLS & ABILITIES • 2 to 3 years of catering and rooms experience in the hospitality industry • Proven track record of a consistent ability to provide quality service • Previous leadership experience preferred

Knowledge And Skills • Excellent verbal and written English communication skills • Knowledge of the Hotel, Company policies and procedures • Knowledge of the convention/catering, food & beverage, and hospitality professions • Skills needed to manage the people and variables encountered in the development and implementation of major functions • Computer literate in MS Word, Excel, and PowerPoint • Computer literate with Delphi preferred (at a same branded hotel)

PHYSICAL DEMANDS

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

Benefits • 401(k) • Dental insurance • Disability insurance • Employee assistance program • Flexible spending account • Health insurance • Life insurance • Paid time off • Vision insurance • Room Discounts • Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

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