Director of Conference Services

Summary: Provides direction to the Catering Conference Services Department by ensuring a consistent product to standards, while maximizing profitability and protecting the integrity of the guest experience.Ensures catering conference services operations meet required operating standards and financial goals. Oversees daily-catered functions. Responsible for operating the department and personnel within the budget.

Essential Duties and Responsibilities

• Responsible for planning, evaluating, organizing, and directing the activities of the Conference Planning Managers and Administrative Assistant. Oversee the activities of Catering Conference Services Operation through the individuals mentioned above.
• Responsible for selling and managing the Catering Conference Services Team to meet established revenue and customer satisfaction goals.
• Develops and implements catering service standards and standards of operation for the department.
• Responsible for all catered functions from origination of the order through the delivery and pick-up of the function.
• Identifies client/guest needs and interact in a positive, proactive manner. Ensure guest complaints are addressed, rectified, and when appropriate develop standards to ensure the issue is remedied for future events.
• Works on a consistent basis with sales personnel to generate new business and maintains contact with present accounts.
• Ensures that conference services and catering department personnel are following all procedures, policies, and guidelines, as established by FLIK Conference Center management.
• Exhibits and fosters positive, proactive interaction with guests and clients.
• Acts as liaison between FLIK and client representatives.
• Monitors daily operations of the catering department.
• In collaboration with the Convention Set Up Manager, will ensure the maintenance of adequate equipment, product, and decoration inventories.
• Responsible for the training, coaching, counseling and progressive discipline of associates in the department.
• Conducts timely and appropriate performance appraisals and salary reviews for catering associates.
• Ensures that department employees are trained in and follow standard procedures for food safety and sanitation and maintaining a safe work environment.
• Develop, implement and build a quarterly marketing plan for the catering department.
• Prepare and submit annual budget for the department, making logical and prudent business decisions for the department.
• Collaborate with the Food Service Director, Executive Chef and Convention Set Up Manager in planning menus for catered function, layout, decor, and booking entertainment (when appropriate) for catered events.
• Establishes and maintains accurate tracking systems for catered events.
• Complete, distribute and maintain BEOs and other operational directives.
• As frequency dictates, lead BEO meetings to ascertain interdepartmental understanding and compliance.
• Mandatory adherence to the Platinum Service process on a daily basis. To include Platinum Service Standards, Great Elements of Customer Service, and the “To BE” Philosophy.

Customer Service

· Represents company in a courteous, efficient, and friendly manner is all customer and employee interactions

· Interacts with customers in a manner to ensure customer satisfaction

· Greets customers courteously

· Serves customers quickly, Does not allow back-ups or snags in serving lines

· Serves customer food and beverage orders quickly, in proper portions, in a courteous demeanor

· Demonstrates a complete understanding of daily menu items and explains same to customers accurately

· Relays relevant comments from customers directly to supervisors

· Interact with customers and resolves customer complaints in a friendly and service oriented manner

· Consistently exhibits the ability to keep up with peak cafeteria hours and does so calmly, accurately and efficiently

· Checks to ensure that all display foods are merchandised attractively per standards
Physical Safety
· Ensures corporate and OSHA safety standards are followed

· Follows principles of sanitation and safety in handling food and equipment

· Promotes safety in the workplace
Corporate Standards
· Follows and observes all company policies and procedures

· Follows company standards for attendance and punctuality

· Maintains professional appearance at all times, clean and well-groomed in accordance with company standards

· Develops a positive working relationship with fellow workers and customers and avoids conflict

· Leads CHAT and all other training sessions

· Assist other functions as needed

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear and taste or smell. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Mathematical Skills

Ability to work with mathematical concepts such as discounts and interest. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Language Skills

Ability to read, analyze and interpret general food service documents, memos. Ability to read software operations manuals.

Other Qualifications

Education and Experience

Bachelor’s degree (B. A.) from four-year college or university; at least 4 years hotel or conference center sales related experience and/or training; or equivalent combination of education and experience. Prior property opening experience preferred.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to wet and/or humid conditions and moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, outside weather conditions, extreme cold, extreme heat, risk of electrical shock, and vibration. The noise level in the work environment is usually very loud.

All employees are responsible for maintaining a hazard free environment for themselves and our customers. All employees are required to wear personal protective equipment (goggles or eyewear, gloves and aprons) when handling chemicals or other hazardous substance or when assisting in first aid.

Employees may be required to use certain mechanical, electric, sharp, heat producing, and other potentially dangerous equipment while performing job responsibilities. Employees will be instructed in the proper use, function and maintenance of all kitchen related equipment. See your supervisor for specific training procedures.

Job Type: Full-time

Experience:

• Conference planning: 4 years (Required)
• Conference center sales/hotel: 4 years (Required)

Work authorization:

• United States (Required)