Ø To ensure the smooth running of all events in the Convention Centre.
Ø To ensure customer satisfaction throughout the organisation and running of all events and banquets.
Ø To be fully familiar with the complaints procedure and that complaints are dealt with in a courteous and sympathetic fashion and reported to the Duty Manager if necessary.
Ø To deal with and report any guest’s complaints or problems to the hotel Operations Manager or General Manager
Ø Make personal contact with event organisers and assist with any requests.
Ø Report for duty on time and presented in full uniform.
Ø To ensure the team are presented in accordance with the hotels grooming and hygiene policy and that full uniform including name badge is always worn.
Ø To represent the hotel and the company in a professional manner.
Ø To be fully aware of the hotel’s products and services and those of the competitive set.
Ø Understanding of the hotel’s seasonality and periods of high demand.
Ø Responsibility for the training employees.
Ø Create and update a training plan for all new employees.
Ø To ensure customer service is consistent throughout the department.
Ø To prepare effective rosters which match the business level of the Convention Centre and shifts are distributed.
Ø To co-operate with colleagues and other departments to ensure the best possible service.
Ø To comply with all accounting procedures as defined by the accounts department.
Ø Review function sheets on daily and weekly basis and ensure any discrepancies are identifies prior to the function/event.
Ø Maintain good relationships and clear communications with AV providers.
Ø Co Ordinate all food requirements with the kitchen, including accurate headcounts for preparation and plating.
Ø Co Ordinate the ordering of all bar stock and communication of upcoming events and requirements to the purchasing department.
Ø Assign areas of responsibility to supervisors.
Ø Communicate with the HR department in terms of recruitment needs, performance issues and employee grievances.
Ø Ensure HR procedure is followed for anyone exiting the company.
Ø Observe service standards and report back to C&B assistants providing corrective training where necessary.
Ø Responsible for labour costs within the department.
Ø Carry out Responsible Serving of Alcohol training with all employees and ensure all employees are aware of the regulations as set out in the Intoxicating Liquor Act.
Ø Ensure routine cleaning of all areas of the Convention Centre ensuring tables and chairs are in good repair.
Ø Create cleaning schedules for the department.
Ø Maintain cleaning programme in operation.
Ø Note and report maintenance needed to the Maintenance Manager.
Ø Secure keys, be fully aware of the key security policy.
Ø When dealing with cash, you must always carry out the correct cash handling procedures, as set out by the hotel.
Ø Provide training to the team on the company’s cash handling procedures.
Ø Your primary goal always must be Customer Care
Ø To ensure a high standard of personal hygiene
Ø To carry out the hotels customer relation policy.
Ø Ensure full knowledge with all hotel facilities, including opening and closing times and promote these facilities at every opportunity.
Ø Ensure that eating and drinking is confined to the staff canteen only.
Ø To participate in all training programmes scheduled for you.
Ø To participate in daily ‘10 minute’ standards training.
Ø Be fully familiar with all Personnel policies and procedures as set out in the Company Staff Handbook and to always abide by these.
Ø To ensure all employees always follow company procedures.
Ø To create and maintain departmental SOP’s
Ø To always maintain departmental standards.
Ø To attend and support hotel and departmental meetings as requested.
Ø To participate in job chats and performance appraisals.
Ø To assist with meeting rooms set-up and service when requested.
Ø It is agreed that flexibility of employees is fundamental to the Hotel’s ongoing progress. It is agreed that flexibility within each job category/functional area will be required by the Company and that there is full inter-changeability between all jobs in so far as is reasonably practicable.
Ø Secure and record lost and found property, following the correct procedures.
Ø Review each function noting any problems or areas for improvement. Propose solutions.
Ø Conduct pre function briefings.
Ø Responsible for control and maintenance of all service equipment.
Ø Place orders for any service equipment the needs to be replaced.
Ø Liaise with maintenance, where applicable, on the smooth running and auditing
of the hotels AV equipment and department.
Ø Ensure all C&B Porters are trained in AV operations and set up.
Ø Responsible for the maintenance and discipline throughout the department.
Ø Ensure open communication is maintained at all times with all departments.
HEALTH & SAFETY
Ø To fulfil your obligations under the Health & Safety legislation and any revisions or additional legislation made thereto.
Ø To ensure that reasonable care is taken for health and safety of yourself, other employees, guests and any other persons on the premises.
Ø To keep work area tidy and safe and report any hazard, loss or damage to management.
Ø To be aware of trained first-aid personnel on the premises and the location of first aid box.
Ø To observe all safety rules and procedures, including those laid down in the Safety Statement.
Ø To carry out and promote fire and accident/other safety drills as directed by the hotel safety officer.
Ø To participate in all Health and Safety training scheduled for you.
Ø To inform Management immediately if you are personally involved in any accident or incident on the hotel grounds or if you are witness to an accident or incident involving a third party.
Ø To carry out duty management shifts as required.