Banquet Service Manager - Williamsburg Lodge

About the Position

The Banquet Service Manager (BSM) is responsible for planning and executing banquet guest service, food quality, aesthetics, and the overall experience of banquet functions according to established department standards and procedures.

• Manages day-to-day leadership and development for the banquet staff, completes shift assignments based on job classification, and establishes performance evaluations from each shift where needed to include Guest Service Supervisors and 50+ front line employees in the Collective Bargaining unit; develops and adjusts weekly work schedules based on forecasted business needs.
• Handles responsibilities such as hiring, promotions, terminations, scheduling, ensuring new employees receive appropriate training, observing employee performance and providing feedback and counseling.
• Responsible for performance reviews of direct reports.
• Manages, trains, and maintains the use of opening, closing, and operational checklists, standard operating procedures, Banquet Service Standards, and all critical quality control points.
• Oversees and preserves all Banquet Storeroom operations, organizing, zoning, and maintaining equipment and property stewardship at the highest level; maintains an updated equipment inventory and focuses on projected equipment, décor, and supply needs based on forecasted event/sales volumes.
• Collaborates with Conference Services/Catering to finalize event changes and guarantees on the BEOs for clients; collaborates with the Food and Beverage department to develop banquet menu ideas, table‑top design, buffet set‑up, floral arrangements, event spaces, and special events/holidays.
• Maximizes profitability by reviewing procedures and product, labor, and instituting industry best practices to effectively improve the bottom‑line performance of all banquet functions.
• Oversees the food and beverage needs for BEOs and coordinates set‑up and service of all food functions with the culinary team to include buffets, hors d’oeuvres service, table arrangements, types of service, and number of staff needed to deliver a five‑star dining experience that exceeds expectations.
• Collaborates with the Rooms Division and Food and Beverage to ensure exceptional guest service in all areas of the hotel; conducts daily, weekly, and monthly performance maintenance schedules with housekeeping and maintenance teams to ensure clean, orderly, and proper function of all guest and back‑of‑house areas.
• Manages Banquet Event Orders (BEOs) to ensure client needs and expectations are exceeded by attending BEO meetings and communicating banquet needs to the Banquet Set‑up Manager; takes proactive measures to assure the cleanliness and integrity of all banquet equipment for each BEO.
• Manages all departmental revenue and financial policies and processes; conducts audits of banquet checks and service charges to ensure sales, revenue, and costs are appropriately accounted for.
• Manages the quality of service provided during events and takes the initiative to resolve any issue or complaint; ensures leadership is aware of any complaint, reviews and evaluates guest comments and other reports to determine the degree of customer satisfaction, and takes action to correct identified deficiencies.
• Collaborates with necessary departments to ensure programming of Info Genesis (POS Systems) with holiday meal and special event offerings; ensures that banquet checks are posted in V‑1 and/or Opera within 24 hours following events and that re‑posting log checks are re‑posted with adjustments made to service charges as needed.
• During certain periods of the year the BSM will assist in restaurant shift coverage and development and the execution of training materials.
• Performs other related duties as required.

• In-depth knowledge of various types of banquet services (American, French, Family Style) and banquet room set‑up.
• Must possess outstanding interpersonal and public contact skills.
• Must have mathematical skills to perform and process banquet checks and tip allocation sheets.
• Must have the ability to supervise and train professional banquet service employees.
• Basic computer skills, including Microsoft Office (Word, Excel, Outlook) and industry Point of Sale and Hotel Data Input Systems (Opera).
• Must be able to analyze expenses and manage within budgetary guidelines.
• Must be able to work flexible hours, including nights, weekends, and holidays.
• Must ensure outstanding guest service and experience in stressful situations.