Catering Sales Manager

Hilton Garden Inn Richardson, 1001 President George Bush Turnpike, Richardson, Texas, United States of America

HILTON GARDEN INN DALLAS/RICHARDSON

SECTION ONE: MCR Universal Role Standards

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well‑organized and safe hotels for our guests.

AREAS OF EXCELLENCE

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations

1. Happy Guests

• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
• Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

2. Spotless Cleanliness

• Sparkling Clean Work spaces: All areas, both front and back of the house, should be kept clean and well‑organized.
• Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well‑organized and safe.
• Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.

3. Product Consistency & Quality

• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift‑to‑shift communication.
• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well‑groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

4. Teamwork

• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO:
Role Specific Duties and Expectations

The Catering Sales Manager is accountable for proactively soliciting and handling catering sales opportunities. Ensures business is turned over properly and in a timely fashion for service delivery. Conducts day‑to‑day activities related to catering sales with a focus on building long‑term, value‑based customer relationships that enable achievement of sales objectives.

• Collaborate with the operations team to develop and implement cutting‑edge, comprehensive plans for groups and events.
• Oversee the events efforts for the hotel. Lead by example and mentor team members to effectively implement smart strategies.
• Nurture and grow client relationships through upselling and proactive customer service once contracts have been signed and handed over to the events team.
• Plan, organize, and manage all aspects of events and group meetings from conception to completion, including menu and room set planning, audio visual, logistics, equipment rentals, tastings, menus, themes, walkthroughs, participation on the floor during event service, invoicing, and follow‑up.
• Ensure MCR Events SOPS are followed and completed accurately.
• Maintain accurate, organized, and up‑to‑date file management system in order to quickly and effectively meet clients and colleagues’ needs; utilizing Delphi to trace all daily activities and correspondence with clients to ensure prompt responses.
• Identify and act on business opportunities through a constant pursuit of knowledge about market trends, competition, and customers.
• Communicate accurately and effectively in verbal and written form with guests and associates so as to respond accurately and completely to people to give directions, instructions, information, answer questions and provide service as required.
• W…