Director of Catering and Events

Job Purpose

Direct the overall operational execution of contracted Hotel Sales events. Use upsell techniques to increase guest experience and drive additional revenue. Ensure guests receive courteous and efficient five-star service by leading, motivating and coaching Team Members to exceed guests’ expectations. The Catering & Events team should operate as the primary point of contact for contracted events and should liaise with other operating departments on the group behalf

Essential Duties

Department

• Manage the cost-effective and efficient operation of the department within budget
• Work with Sales Force System to track client preferences for repeat guests and groups
• Collaborate with Sales and Quarterly gifting program for key clients
• Draft Meeting & Events user guide for clients laying out general P&P, fees, etc (can be added as amendment to sales contracts)
• Draft departmental policies & procedures
• Ensure the department runs according to established operating procedures
• Monitor overall quality of event spaces by submitting needed orders and requests for maintenance and upkeep
• Establish processes for the department role responsibilities involving billing, housing, event order management and hotel logistics
• Develop annual plans and budget for area maintenance
• Continuously improve health and safety standards
• Accept any other duties and responsibilities assigned by the VP of Planning & Strategy
  
  

Hotel Logistics

• Draft group resume template for property-wide communication
• Work with Hotel teams to establish group distribution emails for communications
• Initialize best practices across common group requests (group arrivals, luggage handling fees, room drops, meal vouchers, etc.) – written P&P confirmed with each department in advance of opening
• Set standards of communication via group resume and how it impacts each operational team – establish expectations of who will review and action items in resume
• Establish in-person meetings to review upcoming groups and key action items
• Develop precon template and protocol to welcome in-house groups
• Create post con template for review of group post event
  
  

Guest Services

• Deliver high quality products and services to every guest
• Identify and anticipate customers’ needs and expectations and make recommendations
• Establish and monitor customer service goals
• Conduct tours of banquet facilities, outdoor venues and other areas of the hotel for pre-planning and as operational support for large sales sites
• Set employee standards on group VIP meet & greets upon arrival
• Create an in-house amenity program and policies for gifting group VIPs
• Address guests’ requests and handle complaints promptly and to their satisfaction
• Provide feedback to guests’ recommendations and share their ideas with staff and management and include in planning and operations
• Provide personalized service to VIP guests
  
  

People Management And Training

• Create training plan for initial onboarding and future onboarding
• Build a training step by step guide “how to”
• Ensure the team delivers Wynn Al Marjan Island’s high standards of quality, service, and guest satisfaction
• Provide supervision, direction and leadership to the team to achieve department goals
• Establish quarterly reviews with each team member to discuss progress, goals and areas for growth
• Delegate tasks fairly and equitably among the team and encourage team work
• Develop and share your vision of Catering Sales
• Coach, motivate, counsel and evaluate staff and encourage their participation in decision-making
• Make decisions about staff hiring
• Promote a work environment where employees feel valued, appreciated, involved, equal and safe
  
  

Billing

• Establish accounting protocols for process of client invoices
• Maintain checks and balances on timely invoices, money owed, payments received and outstanding balances according to contract terms
• Create process though Birch Street and tracking of Purchase Orders, vendor invoices and timely bill payments
• Build relationships and establish discounts with reputable brand aligned vendors for event execution
• New vendor protocol and setup in system with proper background
• Setup Group Master Account process with Group Desk and standards for check in for account activation
• Collaborate with Hotel Group Desk & Accounting on process for close out of group billing folios and final invoices
• Maintain PCI Compliant policies
  
  

Events

• Management of all event pricing and system structure within Delphi
• Delphi management of Event Orders for proper setup of check processing, discounting and posting by Banquet team
• Establish Policies & Procedures for Event Order drafting, distribution and change protocols for team implementation
• Collaborate with Banquet team on menus, pricing & upsell opportunities
• Actively up-sell each business opportunity to maximize revenue, profits and market share
• Plan menus, set agendas, handle special VIP requests and coordinate hospitality amenities
• Monitor team adherence to Event Order distribution deadlines
• Coordinate Event Order meetings with Banquets, Setup, Audio Visual and Meeting Concierge teams to review all upcoming events (cadence to be determined)
• Work with Event Concierge team for on floor support
• Oversee Meeting Concierge team performance and customer support satisfaction
  
  

Housing

• Management and execution of Hotel Sales contracted room blocks
• Collaboration with Revenue Management on changes and additional room block requests
• Establish Passkey usage: build system structure, create policies and procedures, build visual branding with marketing, understand reporting, draft training guide on setup of individual groups
• Develop process with Group Desk for initial rooming list input by cutoff, change management and billing disputes
• Manage team due dates for contract room block cutoffs
• Create weekly Revenue Management meeting to review forecast of incoming groups (60 days out with highlighted peak dates over the next 90 days)
• Build reporting tools for group lists and reports (rooming list, pickup)
• Confirm billing options and protocols for individual group rooms (GPO, Room+Fees, All Charges)
  
  

Education

• Bachelor’s degree or equivalent
  
  

Experience

• Minimum of 5 years’ catering event experience in a 5-star hotel