Outside Catering Manager

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Scope and Objectives 

This position assists with the sales process maximizing hotel revenue and profitability aiming at achieving outside catering revenue goals, guest satisfaction and the financial performance. Responsible for prospecting and maintaining existing catering relationships to generate future business and servicing all catering pieces of business, with an emphasis on outside catering and assisting the team in other areas as and when required.

Focuses on building long-term, value-based customer relationships that enable achievement of sales objectives.  Achieves personal sales goals.

Maintains a productive relationship with the Proactive Sales Team and Operations.  Responsible for effective business processes with all sales related channels. Manages all outside catering enquiries, negotiating /contracting upsell, as well as site visits.

Primary Responsibilities

Managing Sales Activities

1. Acts in line with hotel sales efforts for the hotel related to outside catering business.
2. Qualifies new business leads and responds to incoming catering opportunities for the hotel. Standard response time is within 8 hours of receiving enquiry.
3. Enters every new lead in Delphi.
4. Accurately forecasts catering revenues for every lead.
5. Utilizes the standard template for proposals, ensures sales process follows the handling guidelines. 
6. Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
7. Closes the best opportunities for the hotel based on market conditions and hotel needs.
8. Requests quotations from external selected suppliers (when and if needed) to provide a comprehensive quote according to the scope of work.
9. Delivers site inspections in a methodical fashion adhering to the core standards.
10. Hosts entertainments regularly building and strengthening relationships with existing and new customers to enable future bookings.
11. Executes and supports the operational aspects of business booked (e.g., generating and filing proposal, contract, customer correspondence).
12. Documents Contracts/Agreements for all events, following processes and procedures. Maintains files with all required information and/or documentation pre/post events (initial request, proposal, relevant information, signed contract, BEO’s, vouchers, etc.).
13. Ensures knowledge and understanding of Delphi system, and keeps up with any updates in the system.
14. Identifies operational limitations to be able to deliver according to what was promised.
15. Assists with selling and following-through on catering promotions.   
16. Greets customer during the event phase and hands-off to the Event Operations team for the execution of details.
17. Ensures that events progress seamlessly by following established procedures, collaborating with other associates, and ensuring accuracy.
18. Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
19. Responsible for Rewarding ALL Meeting Planner points posting upon completion of Eligibility Verification. 
20. Responsible for event actualization in Delphi.
21. Uses his/her judgment to integrate current trends in event management and event design.
22. Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s and guests’ experience.  
23. Adheres to all standards, policies, and procedures.

Maximizing Revenue & Managing Profitability

1. Understands the overall market - competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them. Conducts competition check twice a year.
2. Maximizes revenue by up-selling packages and creative food and beverage offerings.
3. Gains understanding of the hotel’s primary target customer and service expectations.
4. Identifies and implements process improvements and best practices.
5. Ensures successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and the business.
6. Works with Cluster Director of Conference Services and Events and Sales Team to implement sales initiatives to stimulate new leads.

Building Successful Relationships

1. Works collaboratively with property Sales and Marketing colleagues, as well as other hotel departments to ensure sales efforts are coordinated, complementary and not duplicative.
2. Works with the management team to create and implement a catering sales plan addressing revenue, customers and market.
3. Works with the property’s Food and Beverage team to develop menus that drive sales.
4. Interacts effectively with vendors, competitors, local community, and other hotel departments (including Sales, Kitchen and Events) in order to ensure guest satisfaction.

Providing Exceptional Customer Service

1. Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction with the service/program/event.
2. Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to Accor.
3. Monitors the effective resolution of guest issues that arise as a result of the sales process and channelling issues to property leadership and/or other appropriate stakeholders.   
4. Serves as a link to introduce client to banquet contact.

Profile

Education and Experience

• High school diploma or GED; 2 years of experience in the event management or related professional area.

 OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2-year experience in the event management, food and beverage, sales and marketing, or related professional area preferred.