Banqueting Floor Manager - JW Marriott Grosvenor House London

Manage events from receipt of function details, lay-up, through to service and closedown, in order to achieve the required standard as stipulated in the department SOP, whilst ensuring customer satisfaction. Directs and motivates banquet team while personally assisting in providing high quality service based on requirements and standards. 

Experience/Education:

• Previous experience working in event operations essential
• Previous experience of luxury event operations and/or large volume events preferred. 
• Good level of English essential. 

Skills and Knowledge:

• Strong communication skills (verbal, listening, writing) 
• Personable and people orientated demeanor
• Professional demeanour - makes a good first impression and represents the company in alignment with its values.
• Planning and organisational skills
• Pro-active and reliable
• Adaptability, and flexibility
• Strong business acumen and focus on results
• Strong leadership skills
• Ability to multi-task and handle stress
• Strong technical knowledge of event operations, such as working knowledge of standards and procedures for meeting room set ups, table configurations, sequence of service etc. 

The following are specific responsibilities and contributions critical to the successful performance of the position:

Managing Banquet Services Operations:

• Understands the impact of banquet operations on the overall success of an event and therefore manages activities to maximize customer satisfaction.
• Leads events, varying in complexity, and takes ownership for both employee and customer satisfaction throughout. 
• Ensure that all rooms are set and prepared for guests’ arrival with attention to detail. 
• During large banquets, ensure presence on the floor and oversee customer satisfaction. 
• Follows all LSOPs and SOPs to ensure Grosvenor House standards are maintained. Adheres to and reinforces all standards, policies, and procedures.
• When required, actively participates in the servicing of events. 
• Ensures that all casual employees and hourly employees have the knowledge to successfully deliver during event. Conducts and leads the pre-shift briefing. Provides clear and concise communications to everyone servicing the event.
• Manages departmental inventories and maintains equipment. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Assists team in developing lasting relationships with groups to retain business and increase growth.
• Acts as a liaison to the kitchen staff.
• Ensure knowledge of dietary intolerances and allergens.
• Oversees that all staff carries out their work in accordance with current hygiene, health, and safety legislation.
• Responsible for the maintenance and housekeeping of all the meeting rooms. 
• Ensure billing is correctly charged daily for both the client to review as well as the department P&L
• To review and maintain an appropriate staffing level and ensure that sufficient staff is on duty to cope with the volume of business and operational needs, yet financial objectives are met. 
• Control all operating cost within the departmental and in line with the budget. Ensure that all expense items are requisitioned on the correct documentation and are authorized through the correct channels.
• Ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

Ensuring Exceptional Customer Service:

• Provides excellent customer service in line with brand standards.
• Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using the LEARN model to resolve issues where needed. Follow up with any guest issues as associates make you aware of them.
• Empowers employees to provide excellent customer service.
• Provides feedback to individuals to improve service performance.
• Reviews event satisfaction survey results and participates in the development and implementation of corrective action to address service challenges; focuses on continuous improvement of guest satisfaction. Participates in the development and implementation of corrective action plans.

Associate Relations:

• Responsible to create an environment which promotes employee morale, pride and commitment.
• Observes service behaviors of employees and provides feedback and coaching to individuals to support with driving standards.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic, and obtainable goals to guide operation and performance.
• Ensures employees are treated fairly and equitably.
• Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. 
• Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts.  Participates in an on-going associate recognition program.

• To adhere to the Licensing Laws, the Weights and Measures Act and all food handling guidelines.
• To promote awareness of health and safety. For example, fire alert points, exits, fire extinguishers, trip hazards etc.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment for other team members and guests. 
• To maintain the highest level of cleanliness. To ‘clean as you go’ to ensure a clean and tidy work area.
• Report accidents, injuries, and unsafe work conditions to manager. 
• Complete safety training and certifications.
• Employ correct manual handling procedures to avoid injury.
• Ensure COSHH guidelines are adhered too and relevant PPE is worn where needed. 
• Protect the privacy and security co-workers and guests, maintaining confidentiality of proprietary materials and information. 

• To carry out any other duty/function that may be assigned by Department managers or Executive Committee member.
• To maintain a high standard of grooming, hygiene, and uniform standards ensuring that your name badge is always worn. Ensure team members you are managing are also adhering to these standards. 
• Support all co-workers and treat them with dignity and respect.
• To develop and maintain healthy inter-departmental relationships, support the team to reach common goals.
• Complies with Marriott International Hotels Limited regional office and hotel policies and procedures.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.