• Be environmentally aware
• Manage Guest requests in a timely and efficient manner
• Monitor staffing levels to meet cover business demands
• Assist in hiring and keep records of casual workers to establish a qualified casual worker source, to support different levels of business.
• Handle equipment, tools, keys and supplies in proper way, kept in good working condition and regularly inspected, ensure the team does the same.
• Responsible for C&E department financial performance in terms of revenue generation and cost/expenses controlled within the budgeted guidelines.
• Assist the Head of department with setting departmental objectives, work schedules, budgets, policies, and procedures
• Have a full understanding of C&E equipment, set up and serving standards with a keen sense of style, attention for detail as well flexibility in order to accommodate a variety of guest requests.
• Responsible for department/ outlet targets and budgets.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Report hazard issues and follow up to make it done
• Support other F&B operations outside of assigned outlet when required.
• Carry out lost and found procedures
• Communicate frequently with event manager to monitor C&E calendar and provide in time assistance with guests requirements and recommendations pre and post function.
• Assist the Head of department with recruiting, managing, training and developing the Team Members
• Attend training and meetings when required.
• Practice Hilton grooming standards including uniform dress code, cleanliness and personal hygiene
• Monitor the appearance, standards, and performance of the Department Team Members with an emphasis on training and teamwork
• Ensure an exceptional level of customer service delivery at all times by providing personal assistance to the guests with a professional, pleasant and positive manner at alltimes.
• Allocate work duties to Supervisor/Team Members
• Maintain a sound financial business mind- set, effective decision making; demonstrates honesty/integrity, leads by example and always looks for self- improvements.
• Ensure the standards of cleanliness and orderliness of all working areas
• Have knowledge of the hotel, its services, and facilities
• Have a good understanding and ensure the team understanding of the Hotel’s emergency procedures, Hotel security, fire regulations and all health and safety legislation andensure implementation of those related to your department;
• Manage all C&E operations on a daily basis ensuring an effective and positive working environment at all times.
• Conduct monthly communication meetings, in the absence of the Head of department, and produce minutes.
• Have knowledge of the department procedures and standards; ensure the implementation all department procedures and standards.
• Carry out any other reasonable task set by the Hotel&039;s Management
• Be proactive and observant in service to identify guest needs before being asked.
• Handle guest inquiries, requests and resolves guest complaints using MIR (Make It Right).
• Maintain good communication and working relationships with all hotel departments
• Report maintenance deficiencies and items in need of repair and follow up to make it done
• Manage master keys in his/her possession
• Assist the Head of department with Team Members performance issues in compliance with company policies and procedures
