Conference and Events Supervisor

Celtic Manor Job Description DEPARTMENT Conference Events POSITION C E Supervisor GRADE E REPORTS TO Conference Events Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

To support the business objectives of the resort and the operation of the Conference and Events Department by managing all aspects of the Banquet Service Operation. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Ambition statement and the Collection’s business goals of profitability and service quality.

Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the Hotel’s health and safety hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible.

To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas.

Responsible for regular dissemination of information which is to encompass organisational and individual activities. Budgets Supports the Department Manager in setting monthly, quarterly and annual budgets. Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Supports the setting, maintenance and understanding of standards expected for the Department and is responsible for the enforcement of these standards within the operations.

Controls Supports the Department Manager in the setting of controls, and maintains an understanding of the controls in place, that monitor performance of the Department. Responsible for gathering required results of the controls and reporting these back to the Department Manager. Structure Maintains an understanding and respect for the organisational structure and supports the staff within each position as defined in their Job Description.

Responsible for enforcing the duties and responsibilities within your supervision inside of the Department organisational structure. Responsible for adjusting the structure of the Department on a shift basis to ensure all internal/external customers expectations are exceeded. This includes, but is not limited to assuming responsibility for the department including practical involvement where necessary.

Team Responsible for initiating disciplinary proceedings where team members do not conform to the standards required by the Job Description, Standard Operating Procedures and Resort requirements as defined in the Staff Handbook. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.

Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving all internal/external customer complaints escalated from team members, solving the complaint to the resort and internal/external customers benefit.

Also communicating the results to the Department Manager. Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving all internal/external customer complaints escalated from team members, solving the complaint to the resort and internal/external customers benefit.

Also communicating the results to the Department Manager. Essential Job Functions Supervises the day-to-day operation of the Conference Events set up and service. Maintains complete knowledge of: Daily scheduled group functions, times, locations, amount of people and specified requirements Location of all hotel function space and names of rooms All styles of meeting and banquet room settings Correct maintenance and use of equipment All departmental/hotel policies and procedures All safety guidelines and ensures all appropriate information is communicated to the team on a timely basis.

Establishes and maintains effective and positive relationships with his/her own team as well as with other departments. Checks storage areas for par levels and proper supplies, organisation and cleanliness. Instruct designated personnel to rectify any cleanliness/organisation deficiencies. Requisitions linens/skirting required for the business and assign staff to transport such to the storage areas.

Documents daily set-up requirements according to departmental procedures and attaches respective diagrams. Prepares diagrams as needed. Inspects the pre-set scheduled function areas/rooms for cleanliness, working condition and proper furniture/equipment set up; rectifies any deficiencies with respective departments. Conducts pre-function meeting and reviews all information pertinent to set-up and service of group.

Ensures all team members are groomed and attired to the required standard. Constantly monitors team members’ performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards: ensures deficiencies are rectified. Monitors and ensure that functions are set up, refreshed and broken down in compliance with scheduled times and departmental procedures.

Meets group co-ordinates/host(ess) prior to function, makes introduction and ensures that all arrangements are agreeable. Anticipates guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Is familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiries.

Monitors and handles guest complaints effectively to ensure guest satisfaction. Directs the final breakdown of function room and clean up. Ensures all department standards are met. Monitors and maintains cleanliness and working condition of departmental equipment, supplies and work areas. Ensures that team members handle equipment safely and according to procedures.

Completes work orders for maintenance repairs and submits to Maintenance and the C E Manager. Contacts Maintenance directly for urgent repairs. Monitors storage and delivery of group packages, ensuring that all procedures are met. Ensures team members complete all closing duties before they sign out. Fosters and promotes a co-operative working climate, maximising productivity and employee morale.

Ensures that resources are used effectively, minimising waste and recycling wherever possible, to protect our environment and reduce costs. Documents pertinent information in department logbook. Complete all paperwork and closing duties in accordance with departmental standards. Complies with the Resort’s Health and Safety, and Fire policies as well as all other Resort policies and procedures.

Reviews status of assignments and any follow-up action with on-coming supervisor. Performs related duties and special assignments as and when required. Initiates and carries out training in line with the monthly training goals. Completes accurate and up to date timesheets on a weekly basis. Training Responsible for evaluating staff training requirements and communicating these to the Department Manager.

Responsible for the welfare and wellbeing of all departmental team members, promoting the professional career development of every team member. Leadership Responsible for enforcing the departmental objectives and ensuring all staff members are motivated daily in achieving these. Plays an active role in all departmental briefings, communicating resort wide issues and internal/external customer requirements where necessary.

Responsible for coordinating daily activities within the department, ensuring all internal/external customers expectations are exceeded. Responsible for the leadership of the team, obtain internal/external customer feedback on departmental performance. Responsible for feeding back internal/external customer views to the team members in a constructive and positive manner, also providing solutions.

Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the relevant Manager, including internal/external customer feedback, financial performance and any other as required.

Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered. Proposing changes within the department. Innovation Support the implementation of changes to ensure continuous innovations and improvements are made.