Event Services Manager - Banqueting at Cape Town International Convention Centre

The main purpose:

• The role is responsible for effectively planning all services required as per the assigned event, to be the main point of contact during the event, manage all subordinates adequently, anticipating the client’s needs while guiding the clients through CTICC processes whilst maintaining a professional relationship at all times and upholding standards set within the department.

Reporting to the: Senior Event Services Manager

Key responsibilities will include but are not limited to:

Management of the restaurant’s daily operations

• Managing the client’s requests for the assigned events.
• Ensure that adherence to the safety standards is maintained by both the clients and staff.
• Ensure that cleanliness is maintained througout the building.
• Acquire full briefing and handover from colleagues before the event, and deliver a detailed handover report at the end of shift.
• Direct and manage other event staff, including subcontractors.
• Collect all necessary forms from clients and sub-contractors during build up and report on irregularities.
• Manage the build-ups and breakdowns of events with the Safety Officer - check the floor throughout the event for blocked pathways and other issues.
• Manage the machinery used within the department and ensure that maintenance issues are reported timeously.
• Ensure that operating equipment (cutlery, glassware, etc) is used available when necessary and that breakages are reported and replaced.
• Ensure enough consumable stock (including food, beverages, stationery) is available for all events as per scripting and ensure correctness in monthly counts are recorded.
• Ensure you have a clear understanding of the Standard Operating Procedures and that they are followed by all staff.
• Maintain customer satisfaction and take appropriate action on customer complaints.
• Write out all charges – including additional charges – and have them signed off by the client.
• Use the correct format of the forms you need to complete and file on to EBMS.
• Use the correct procedure to order and return access keys.
• Conduct weekly meetings with event staff to discuss valid points noted during your meeting and discuss customer satisfaction reports.
• Manage all coffee sales within the department.
• Ensure signage is correct and displayed at appropriate events.

Staff Management

• Ensure that staffing levels are correct and to agreed standards and as per the event requirement.
• Performance reviews to be done quarterly with Assistant Event Services Managers, Hospitality Hosts and Waitrons.
• Manage workplace diversity.
• Act in case of staff discipline and resolve any staff issues.
• Conduct on-the-job training and assessment daily.
• Ensure that all EBMS reports and ESM reports with numbers are up to date.
• Ensure that all orders are requisitions and timeously received.
• Conduct staff assessments based on organisational requirements and assist with training need analysis.

Create an organised service area though planning and always organising

• Ensure that you have adequate food and beverage knowledge related to your event to be able to anticipate the clients / guests needs and exceed their individual expectations through valued customer service.
• Get a full briefing from your seniors and event executives of the events taking place in our building.
• Ensure the venues are correctly setup as per function sheets and during service.
• Perform walkabouts of the venues and floors ensuring all set ups etc. are in order.
• Ensure that the staff practise the “Clean as you go “slogan during work at all times”.
• Keep all pathways clean and flow free of table, chairs, banners, or coffee stations etc.
• Ensure that the staff use all the equipment with the utmost care to avoid accidents and losses.
• Work harmoniously with the fellow colleagues and pass the necessary information in your handovers within department.
• Teamwork – As a team player your communication level with each other should be flawless thus allowing you to take control of things more successfully.
• Plan and give the necessary information to the set-up staff in the evening to make mis-en-place for the next morning so that setup teams can set venues quickly and efficiently for the early morning shift this is imperative that is checked before you leave the building.

Inventory Management

• Manage the operating equipment used within the department.
• Ensure that all stock is safe guarded from loss through delegation of responsibility to all subordinates and ensuring standard operating procedures are maintained and reviewed on a regular basis.
• Ensure correct stock is ordered and par levels are always maintained.
• Ensure that breakages and losses of equipment are monitored, and action taken when abuse is identified.
• Ensure par levels of glassware and bar smalls are maintained.

Job requirements
Minimum qualifications and experience:

• A Diploma in Hospitality or Food and Beverage Management qualification (NQF Level 5).
• Minimum of three (3) years’ experience at a supervisory level in the hospitality / food and beverage industry at a five (5) star establishment.
• Experience in managing and leading a team is essential.
• Extensive experience in negotiating with clients and staff is essential.
• Event Health and Safety knowledge will be advantageous.

Skills and Attributes:

• Well-groomed with a vibrant personality.
• Stress resistant and flexibility.
• Strong management, planning and organizational skills.
• Extensive client networking and relationship building skills.
• Able to provide clear and effective communication of ideas, processes and targets.
• Excellent negotiation and financial management skills.
• Reporting skills.
• Ability to manage complaints.
• Innovative thinker.
• Communication and Conflict handling skills.
• Time management.
• Hands on – Pragmatic.
• Quality driven.
• Inspiring personality.
• Negotiator.