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Catering Sales Manager

MCR Hotels

Miami, FL

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JOB DETAILS
SKILLS
10-key (Tenkey) Numeric Keypad, Air Intelligence Agency (AIA), Audiovisual, Beverages, Billing, Budget Management, Catering Services, Cleanroom, Communication Skills, Conflict Resolution, Continuous Improvement, Customer Relations, Customer Support/Service, Data Entry, Delphi, Dental Insurance, Detail Oriented, Documentation, Driver's License, English Language, Equipment Rentals, Event Management, File Management, File Systems, Food and Beverage Industry, Forecasting, Housekeeping/Cleaning, Leadership, Legal, Logistics, Market Trend Analysis, Meet Sales Quota, Mentoring, Metrics, Microsoft Office, Microsoft Windows Operating System, Multitasking, Negotiation Skills, Office Equipment, Organizational Skills, Performance Management, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Profit & Loss Management, Reporting Skills, Restaurant, Revenue Growth, Revenue Management, Sales, Sales Management, Service Delivery, Spreadsheets, Standard Operating Procedures (SOP), Statistical Reports, Team Lead/Manager, Team Player, Telephone Skills, Time Management, Top Sales Rep, Travel Industry, Truck Driver, Up-Selling, Vision Plan, Word Processing, Writing Skills
LOCATION
Miami, FL
POSTED
4 days ago
Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE
  • Happy Guests
  • Spotless Cleanliness
  • Product Consistency & Quality
  • Teamwork

Duties and Expectations

1. Happy Guests
  • Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
  • Name Use: Use the guests' names whenever possible, ensuring they feel properly welcomed.
  • Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
  • Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
  • Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
  • Events: Awareness and support for all groupsand events at the hotel.
  • Technology: Understanding of relevant technology for each role.
  • Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

2. Spotless Cleanliness
  • Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
  • Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
  • Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.

3. Product Consistency & Quality
  • Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
  • Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.
  • Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

4. Teamwork
  • Communication: Communication between Team Members should be clear, honest, and professional.
  • Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR's guests.
  • Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Role Specific Duties and Expectations

The Catering Sales Manager is accountable for proactively soliciting and handling catering sales opportunities. Ensures business is turned over properly and in a timely fashion for service delivery. Conducts day-to-day activities related to catering sales with a focus on building long-term, value-based customer relationships that enable achievement of sales objectives.
  • Collaborate with the operations team to develop and implement cutting-edge, comprehensive plans for groups and events.
  • Oversee the events efforts for the hotel. Lead by example and mentor team members to effectively implement smart strategies.
  • Nurture and grow client relationships through upselling and proactive customer service once contracts have been signed and handed over to the events team.
  • Plan, organize, and manage all aspects of events and group meetings from conception to completion, including menu and room set planning, audio visual, logistics, equipment rentals, tastings, menus, themes, walkthroughs, participation on the floor during event service, invoicing, and follow-up.
  • Ensure MCR Events SOPS are followed and completed accurately.
  • Maintain accurate, organized, and up-to-date file management system in order to quickly and effectively meet clients and colleagues' needs; utilizing Delphi to trace all daily activities and correspondence with clients to ensure prompt responses.
  • Identify and act on business opportunities through a constant pursuit of knowledge about market trends, competition, and customers.
  • Communicate accurately and effectively in verbal and written form with guests and associates so as to respond accurately and completely to people to give directions, instructions, information, answer questions and provide service as required.
  • Work to continuously improve customer service by integrating obtained feedback into action plans.
  • Negotiate with clients for banquets, meetings and other functions, all arrangements, suggesting menus, bar set up, room arrangements as per policy and procedure. On completion of negotiations, inform other departments of arrangements in writing which are necessary to assure success of the function.
  • Understand the impact of Banquet operations on the overall success of the hotel.

SECTION THREE: Success Metrics

Happy Guests
  • Management Performance Ratings
  • Guest Satisfaction Scores/Intent to Return

Spotless Cleanliness
  • GM/AGM Spot Checks
  • Leadership Walk-throughs (RVP, etc.)
  • Guest Ratings/Reviews

Product Consistency & Quality
  • Checklist Tracking
  • Management Performance Ratings
  • Guest Ratings

Teamwork
  • Management Performance Ratings

SECTION FOUR: Qualifications & Requirements

Qualifications & Requirements:
  • Education: Bachelor's or Associates degree is preferred.
  • Work Experience: Experience in a hospitality, service, consumer-facing franchise or related field preferred.
  • Can-Do Attitude: Must have a positive attitude and willingness to learn.
  • Ability to Follow Guidelines: Must be able to understand and follow established guidelines and procedures.
  • Evaluation and Decision-Making: Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Handle Pace and Pressure: Must work well in stressful, high-pressure situations and maintain composure and objectivity under pressure.
  • Listening, Conflict Resolution: Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
  • Financial Skills: Must be able to work with and understand financial information and data, and basic arithmetic functions.
  • Other Required Skills: Must be attentive to detail and meet deadlines.
  • Technology: Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
  • Communication Skills: Must be able to convey information and ideas clearly.
  • Hospitality and Guest Service: Leads team members to always provide friendly service with a smile to guests.
  • Certifications and Licenses: Must meet the legal age to serve alcoholic beverages (at select properties). A valid Driver's License is required.
  • Market Knowledge: Basic market knowledge.
  • Age Requirement: Must be 18 years of age or older to perform this job.
  • Schedule and Travel: Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.

Physical Working Demands & Working Environment:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to:
  • Stand or remain in a stationary position for long periods of time (3-4 hours at a time).
  • Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
  • Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms.
  • Inspect and visually observe details at close range (within a few feet) and from long range.
  • The noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers).

Language and Reasoning Skills: To perform the duties of this job, an individual must be able to:
  • Read, write, understand and communicate with others effectively using the English language.
  • Read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals.
  • Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
  • Ability to speak effectively in English before groups such as customers or employees.
  • Read and interpret business records and statistical reports in English.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The Employer retains the right to change or assign other duties to this position.

This document does not create an employment contract, implied or otherwise, other than an at-will relationship.

The Catering Sales Manager at Hilton Miami Blue Lagoon will be responsible for preparing all event documentation and coordinating with Sales, property departments, and guests to ensure consistent, high-level service throughout the pre-event, event, and post event phases of property events. Additionally, this role ensures for a seamless turnover from sales to service back to sales and recognizes opportunities to maximize revenue by upselling and offering enhancements to create outstanding events.

Responsibilities:
• Solve problems and suggest alternatives to previous arrangements if necessary
• Lead pre-event and post-event meetings for assigned groups
• Identify operational challenges associated with groups and works with the property team members and guests to solve these challenges and develop alternative solutions as needed
• Manage client budgets to maximize revenue and meet client needs
• Oversee guest experience from file turnover through the post event phase until the turnover back to Sales Department
• Manage group room blocks and meeting space for assigned groups
• Adhere to all standards, policies, and procedures
• Celebrate successes and publicly recognizes the contributions of team members
• Up-sell products and services throughout the event process
• Participate in customer site inspections and assists with the sales process when needed
• Act as liaison between salesperson and client throughout the event process
• Manage revenue and profitability associated with events
• Forecast group sleeping rooms and event revenue for groups
• Review billing and payments with clients
• Handle guest problems and complaints
• Greet client during the event phase and hand-off to the operations team for the execution of details
• Strive to improve service performance
• Set a positive example for guest relations
• Coordinate and communicate verbally and in writing with customer (internal and external) regarding event details

Requirements:
• High school degree (or equivalency) with Hotel/College training preferred
• Previous Restaurant or Hotel Food and Beverage experience preferred
• Solid understanding of banquet revenue generation
• Creative and innovative, as well as proactive and customer-oriented
• High energy and outgoing personality
• Organizational skills and attention to detail
• Diplomatic team player
• Excellent communication skills both written and oral
• Proficient in the use of Microsoft Office, event management software and customer management platform
• Excellent time management
• Ability to multi-task and work in a fast-paced environment
• An aptitude for self-motivation
• A can-do attitude and a hands-on approach
• A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel

Our Company
  • MCR is the 3rd-largest hotel owner-operator in the United States.
  • Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
  • MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.
  • MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
  • MCR was named one of Fast Company's 10 Most Innovative Travel Companies of 2020.
  • MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.
  • For the TWA Hotel at New York's JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA

What we offer/What's in it for you?
  • Hotel Discounts
  • Weekly Pay
  • Paid Time Off
  • Retirement Options
  • Referral bonuses
  • Career advancement & upward mobility
  • Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members

About the Company

M

MCR Hotels

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