Banquet Operations Manager

This is a full-time position located in the Events Department at The Guest House at Graceland reporting to the Director of Events with variable/flexible working hours to include weekends, holidays, and evenings as required. Eligible to enroll in benefits after 60-day introductory period. This is a promotional opportunity and is an internal/external recruitment.

Job Description:

This key leadership position is responsible for the overall success of the banquet business encompassing Banquet Leadership, Servers/Bartenders, and Set-up Team campus wide including: The Guest House at Graceland, Graceland, and Elvis Presley Memphis. Responsible for the successful execution of upwards of 600 groups, conventions, and special events per year for over 80,000 square feet of Convention/Event Space as well as possible off-site catered events. Manages both internal and external relationships daily.

KEY RESPONSIBILITIES:

• Maximizing Operating Income and Profitability
• Maximize operating income by managing department expenses and continuously looking for ways to increase revenue while increasing expense savings. Assists with the development, implementation and monitoring of the budget, annual forecast; capital budget; expense control; incremental revenue tracking and ensuring that all revenue is accounted for.
• Driving Customer Satisfaction
• Consistently review/measure customer service through customer contact and surveys. Continue to drive high customer satisfaction through constant monitoring of product and service to ensure that customer expectations are being met or exceeded. Manage customer relationships on daily basis during execution of event.
• Manage and Drive Employee Satisfaction
• Drive employee satisfaction through open communication to entire team to be sure that all employees are working toward common goals and team members understand how their rolls impact the entire team. Ensures that continuous development, training, and coaching practices are occurring. Serves as a dynamic, positive leader while fostering teamwork, employee morale and motivation.

ESSENTIAL FUNCTIONS:

• Coordinates and directs the daily activities of all managers and direct reports for the Banquet Operations Team. •Responsible for hiring, orientation, training, succession planning and job performance assessment for all direct reports. •Establishes criteria and measurement of individual and team goals.

• Provides overall direction of the Banquet Operations Team including planning, organizing, execution and evaluation of all banquet functions.

• Instrumental in designing, planning and set up of space with knowledge of latest trends in space layout and buffet/station designs.

• Makes suggestions on how to make the Banquet/Catering Departments more competitive by upgrading services and/or equipment and non-traditional use of space.

• Work hand in hand with Catering & Convention Services and support departments to ensure that quality of product and level of service is acceptable and meeting customer needs.

• Makes frequent inspections to maintain proper standards of storing, handling, and maintenance of equipment; ensures that all function areas are kept clean and in proper condition to provide a safe working environment for employees.

• Maintains established policies and procedures to ensure accurate and timely handling of both the billing and distribution of gratuity of all functions, works closely with Accounting to ensure compliance with all established procedures.

• Acts as a change agent to improve and streamline department operations, through the continuous assessment of policies and procedures, work processes and program effectiveness and value.

• Conducts weekly and/or monthly departmental meetings with all team members to assess individual needs and concerns to promote a clear and functional line of communication as well as disseminate group, hotel, and corporate information.

• Demonstrates excellent leadership and facilitator skills in conflict resolution and problem solving between different points of views.

• Understanding HR policies and following proper processes regarding these policies.

• Participates in meetings and on committees, including but not limited to Department Head, Menu Review, Quality, Pre, and Post Convention Meetings. Occasional participation in operating department, CVB and sales meetings.

Knowledge, Skills & Ability Requirements

• A degree in hospitality or business management is an asset but not required.

• Must have a minimum of 5+ years of management in banquet industry within large venues

• Excellent communication and guest relation skills

• The ability to work well with a large group of people in a team environment

• Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results

• Must maintain composure and objectivity under pressure

• Must have strong planning and organization skills and be detailed oriented

• Must be effective at listening to, understanding, and clarifying concerns and issues raised by team members and guests

• Must be able to multi-task, have strong organizational & decision-making skills

• Must have or be able to obtain proper certification in Food Handling and Alcohol Beverage Service

PHYSICAL REQUIREMENTS: Ability to speak clearly and distinctly both in person and on the telephone; lift packages weighing up to twenty-five (25) lbs.; ability to stoop and reach; ability to climb stairs; ability to stand for long periods of time.

SPECIAL CONDITIONS: Experience in the hospitality and/or hotel industry and/or equivalent education in hotel hospitality/business administration.

APPLICATION PROCESS: Please apply online at www.gracelandjobs.com. We are an equal opportunity employer. Must be able to pass a background check and pre-employment drug test. This position will remain open until filled.