Assistant Banqueting Manager - Sheraton Grand London Park Lane

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Job Number 19150195
Job Category Food and Beverage & Culinary
Location Sheraton Grand London Park Lane| Piccadilly| London| Greater
London| United Kingdom
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.

Supporting Banqueting Management and Lead by example

· Supervises and manages all banqueting associates| casuals and agency staff.
Managing all day-to-day operations with focus on guest expectation and staff
satisfaction.

· Encourages and builds mutual trust| respect| and cooperation among team
members.

· Ensures associate recognition is taking place on all shifts.

· Establishes and maintains open| collaborative relationships with associates.

· Ensures that the team is following the departmental SOPs by training and
following them

· Takes a leading role in communication between banqueting and planning
department to ensure maximum success and guest satisfaction

Monitoring and Supporting Progress towards department Goals

· Manages day-to-day operations| ensuring the quality| standards and meeting
the expectations o the customers on a daily basis.

· Develops specific goals and plans to prioritize| organize| and accomplish
your work.

· Handles complaints| settling disputes| and resolving grievances and
conflicts| or otherwise negotiating with others.

· Strives to improve service performance.

· Collaborates with other departments & banqueting manager on ways to
continually improve departmental service.

· Communicates a clear and consistent message regarding the Front office goals
to produce desired results.

· Participates in the development and implementation of corrective action
plans based on review of comment cards and guest satisfaction results.

· Emphasizes guest satisfaction during all departmental meeting and focuses on
continuous improvement.

· Takes lead action on departmental health and safety standards

Ensuring Exceptional Customer Service

· Provides services that are above and beyond for customer satisfaction and
retention.

· Ensures a flawless guest communication

· Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback and individual coaching when needed.

· Serves as a role model to demonstrate appropriate behaviours.

· Sets a positive example for guest relations.

· Displays outstanding hospitality skills.

· Empowers associates to provide excellent customer service.

· Interacts with customers on a regular basis to obtain feedback on quality of
product| service levels and overall satisfaction.

· Provides feedback to associates based on observation of service behaviours.

· Handles guest problems and complaints effectively.

· Interacts with guests to obtain feedback on product quality and service
levels.

· Lives the Sheraton Great to Grand with generosity| going the extra mile and
creating bright spots and memorable experiences for all guests and colleagues

Supports Handling of Human Resources Activities

· Identifies the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge and skills

· Provides guidance and direction to subordinates| including setting
performance standards and monitoring performance.

· Gives appropriate feedback to improve individual hospitality skills based on
hospitality audit.

· Ensures disciplinary procedures and documentation are completed according to
Standard and Local Operating Procedures (SOPs and LSOPs)

· Participants in the associate performance appraisal process| providing
feedback as needed.

· Assistants as needed in the interviewing and hiring of associate team
members with the appropriate skills.

Additional Responsibilities

· Analyses information and evaluating results to choose the best solution and
solve problems.

· Informs and/or updates the executives| the peers and the subordinates on
relevant information in a timely manner.

· Functions in place of the Banqueting Manager in his/her absence.

· Participates in department meetings.

Education and experience

· High school diploma or GED; 2 years experience in the guest services|
banqueting| or related professional area.

Management Competencies

Leadership

· Professional Demeanour – Exhibiting behavioural styles that convey
confidence and command respect from others; making a good first impression and
representing Marriott in alignment with its values.

· Adaptability – Maintaining performance level under pressure or when
experiencing changes or challenges in the workplace.

Managing Execution

· Driving for Results – Setting high standards of performance for self
and/or others; assuming responsibility for work objectives; initiating|
focusing| and monitoring the efforts of self and/or others toward the
accomplishment goals; proactively taking action and going beyond what is
required.

· Building and Contributing to Teams – Leading and participating as a
member of a team to move toward the completion of common goals while fostering
cohesion and collaboration among team members.

Building Relationships

· Co-worker Relationships – Interacting with other in a way that builds
openness| trust| and confidence in the pursuit of organizational goals and
lasting relationships.

· Customer Relationships – Developing and sustaining relationships based on an
understanding of customer needs and actions consistent with Marriott’s Spirit
to Serve.

Learning and Applying Personal Expertise

· Technical Acumen – Understanding and utilizing professional skills and
knowledge in a specific functional area to conduct and manage everyday
business operations and generate innovative solutions to approach function-
specific work challenges.

o Computer Skills – The ability to use computer systems and software
packages to input| access| modify| store| or output information or to execute
programs or analyses. This includes the ability to enter and retrieve data
from computer systems using a keyboard| mouse| or trackball. Basic trouble
shooting skills| for computers| printers and in room guest technologies.
Ability to adapt to changing technologies.

o Problem Resolution – Ability to record| track and resolve guest problems
via property software (i.e. Guestware| Fosse| etc.) handle emergencies| and
effectively deal with customer issues and complaints

· Basic Competencies – Fundamental competencies required for accomplishing
basic work activities.

o Mathematical Reasoning – the ability to add| subtract| multiply or
divide quickly| correctly| and in a way that allows one to solve work-related
issues.

o Oral Comprehension – the ability to listen to and understand information
and ideas presented through spoken words and sentences.

o Reading Comprehension – Understanding written sentences and paragraphs
in work related documents.