People want to work with a person, not a company. PCH is a community of people; associates, guests and ownerships. It is a relationship, built upon common purpose and values. It’s more than a job, a guest experience, or a business investment. Together, we are making a difference in people’s lives. ~Tony Davis, President

The Grand Hotel Golf Resort & Spa is looking to hire an Event Operations Manager to assist our leadership team with the following:

Summary

The Event Operations Manager oversees the daily activities of the Banquet Department and staff. Ensures the highest level of service by executing the requirements of events based on catering service standards. Drives customer satisfaction and capitalizes on revenue up-sell opportunities during the Event Phase of a function. Acts as a liaison for the banquet department between Sales, Event Planning, Event Services, Event Technology, and the Banquet Culinary team maintaining open lines of communication to provide guests the highest level of service.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Sets goals and delegates tasks to improve departmental performance. Monitors progress and leads discussion with staff each period.
• Projects supply needs for the department, (e.g., china, glass, silver, buffet presentations, props).
• Manages departmental inventories and maintains equipment.
• Uses banquet beverage Use Records to control liquor costs and manage the banquet beverage perpetual inventory.
• Conducts monthly department meetings with the Banquet team.
• Schedules banquet service staff to forecast and service standards, while maximizing profits.
• Assists team in developing lasting relationships with groups to retain business and increase growth.
• Maintains established sanitation levels.
• Adheres to and reinforces all standards, policies, and procedures (PPM, Core Deliverables, SOPs, LSOPs, etc.).
• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
• Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
• Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans.
• Reviews quarterly Meeting Planner Survey results and participates in the development and implementation of corrective action to address service challenges; focuses on continuous improvement of guest satisfaction.
• Understands the impact of Banquet operations on the overall success of an event and manages activities to maximize customer satisfaction.
• Interviews and hires Banquet team members with appropriate skills.
• Ensures a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates are cross-trained to support successful daily operations.
• Uses all available on the job training tools for associates. Supervises on-going training initiatives and conducts training when appropriate.
• Communicates performance expectations in accordance with job descriptions for each position.
• Conducts associate performance appraisals and provides feedback as needed.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Administers associate progressive discipline procedures. Ensures hotel policies are applied fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance and produce desired results.
• Effectively up-sells products and services throughout the event phase.
• Participates in customer site inspections and assists with the sales process when necessary.
• Participates in the management of department's controllable expenses to achieve or exceed budgeted goals. Manages department controllable expenses to achieve or exceed budgeted goals.
• Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Manages payroll administration.
• Understands the impact of department's operation on the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.
• Ensures accurate customer billing for banquet events.

Our Benefits Include:

Comprehensive Health Insurance – Medical, Dental, Vision, as well as Voluntary Benefits including Short Term/Long Term Disability and Supplemental Life Insurance
401K with Company Match
Employer Paid Life Insurance
Complimentary Employee Assistance Program
Paid Time Off to include Vacation, Personal, Sick, & Holidays
Discounted Hotel, Spa, Golf, Retail, and Food & Beverage
Tuition Reimbursement Program
PCH University & Professional Development Series
Associate Referral Program
Lakewood Country Club Membership
Incentive Eligibility

Our Culture:

Our team embodies service that spans beyond typical hospitality. Both warm and authentic, we are a team committed to excellence. Our benchmark is our genuine care for others. For this reason, we love coming to work to create new experiences every day. The secret sauce to our successful recipe: Put people first.

We celebrate our places. We encourage independent thinkers who fill their workspaces and properties with joy. PCH Hotels & Resorts creates experiences, connections and traditions through generations of storytellers.

PCH Hotels & Resorts brings the heart and soul to hospitality. Our core values are the foundation of everything we do!

You belong here. Join the PCH Hotels & Resorts family, where we put people first.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)