Banquet Service Manager - Williamsburg Lodge

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WILLIAMSBURG LODGE
310 S. England St.
Williamsburg, VA 23185, USA

The Banquet Service Manager (BSM) is responsible for the planning and execution of banquet guest service, food quality, product, esthetics, and experience of banquet functions according to the established standards and procedures of the department. The scope of work includes maintaining and improving the level of banquet service experience through interdepartmental communication and strategizing with the Culinary, Utility, Shipping and Receiving, Beverage and Rooms departments across all Colonial Williamsburg outlets and properties.

• Manages day‑to‑day leadership and development for the banquet staff, completing shift assignments based on job classification and establishing performance evaluations from each shift, including Guest Service Supervisors and 50+ front‑line employees. Develops and adjusts weekly work schedules based on forecasted business needs.
• Handles hiring, promotions, terminations, scheduling, ensures new employees receive appropriate training, observes employee performance, provides feedback and counseling, and conducts 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 Banquet Storeroom operations to organize, zone, and maintain 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. Works with Food and Beverage to develop banquet menu ideas, table‑top design, buffet set‑up, floral arrangements, event spaces, and special events/holidays.
• Maximizes profitability by reviewing procedures, product, labor, and instituting industry best practices to improve the bottom‑line performance of all banquet functions.
• Oversees food and beverage needs for BEOs, coordinates set‑up and service of all food functions with the culinary team, and ensures a five‑star dining experience that exceeds expectations.
• Collaborates with the Rooms Division and Food & Beverage to ensure exceptional guest service in all hotel areas, conducting daily, weekly, and monthly performance maintenance schedules with housekeeping and maintenance teams.
• Manages Banquet Event Orders (BEOs) to ensure client needs and expectations are exceeded, attending BEO meetings, communicating banquet needs to the Banquet Set‑up Manager, and taking proactive measures to assure the cleanliness and integrity of all banquet equipment.
• Manages all departmental revenue and financial policies and processes, conducting 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, taking initiative to resolve any issues or complaints and ensuring 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 program Info Genesis (POS System) with holiday meal and special event offerings, ensuring banquet checks are posted in V‑1 and/or Opera within 24 hours after events and that re‑posting log checks are updated as needed.
• During certain periods of the year, assists in restaurant shift coverage, development, and 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.
• Outstanding interpersonal and public contact skills.
• Mathematical skills to perform and process banquet checks and tip allocation sheets.
• 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…