Service Manager

4 months ago

Toronto, Canada Shangri-La Hotels Full time

Shangri-La, Toronto

Under the general guidance and supervision of the Director of Events and the Director of Sales, the Events Managers’ core responsibility will be to convert, plan and organize events/residential groups. He or she will be responsible for the day to day sales efforts, supporting the teams pipeline conversion and post event evaluation and feedback from clients. In addition a key aspect of this role will be to support the planning and delivery of our residential groups. The role involves strong collaboration with the team and will require a strong commercial aptitude supporting the Director of Events with reporting and pricing strategy.

Key responsibilities include;
Develops catering account portfolios, sales goals and strategies and ensures alignment of these goals to the hotel’s overall business strategy
Manages our key high value clients; with a particular focus on Wedding and Social Segments. The role may require managing events for corporate, Government and Association clients.
Maximize catering revenues through proper control of function space utilization and assigns function according to guidelines and policy set forth
Ensure all site inspections are carried out in a professional, effective manner creating bespoke “WOW” experiences wherever necessary
Input data to the contact management database, ensuring the system is kept up-to-date, accurate and current at all times.
Assist with producing accurate Banquet Event Orders / Group Resumes and personally assist with catering events in the hotel, liaising with F&B department Associates, as required.
Maintain records on behalf of the Sales and Marketing department, ensuring that a filing system is established and that documents are readily available when needed.
Provide high attention to detail in all communication, assist in processing reports, contracts, proposals and RFP’s under guidance from Sales and Events teams, ensuring the value of luxury is communicated through all written and verbal presentations.
Attend Sales & Marketing team meetings, participate, record, prepare and distribute meeting notes.
Demonstrate a high level of creativity, personal commitment to service excellence and an emotional sense of gracious hospitality.
With high integrity, strive to provide a 5 star experience to guests and colleagues, while providing Shangri-La hospitality from caring people in all interactions.
Ensure compliance to all hotel policies, standards and procedures.
Maintain positive communication with all departments in the hotel and stay well informed of hotel VIP’s, activities, promotions and events.
Undertake other ad hoc related responsibilities and special projects, as required

**The following is considered mandatory for this position**:
Industry knowledge - Demonstrates understanding for the local business travel market, knowledge of the core competition and luxury hotel standards.
Service Excellence - Highly developed customer service skills, genuinely warm presence, a sincere and outgoing nature, strive for service excellence.
Detailed oriented - Highly organized, superior time management skills, exceptional attention to detail particularly with BEO’s, contracts, proposals and other documents.
Time management and organizational skills - Well organized, able to plan and prioritize workload, multitask and demonstrate strong time management skills.
Relationship & Impression Management - Abilities to build and maintain strong professional relationships and can make a naturally positive, lasting impression.
Emotional maturity - Internally proud, outwardly gracious and humble, a genuine ability to demonstrate Shangri-La core values of respect, sincerity, helpfulness, courtesy and humility.
Teamwork & Respectful workplace - Friendly and helpful demeanor that fosters a respectful environment for others, with an exceptional ability to work well within a small, tight-knit sales team, as well as with all other internal colleagues.
Communication - Excellent verbal and written communication with 100% fluency in English (additional languages desirable), displaying standards in line with Shangri-La expectations through appearance, manners, language and interactions.
Ethical conduct and responsibility - Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.
Technology proficiency - Fully competent with current Windows based programs, hotel reservations systems, sales contact management systems and property management systems.

**Other Requirements**:
Minimum 1 year previous work experience in a similar sales and event administration, service or support capacity mandatory.
Previous experience within an international world-class luxury hotel brand is an asset.
Windows based programs such as Word, Excel, and PowerPoint are essential.

**Minimum education requirements**: High school diploma.
Must be eligible to work in Canada

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