Service Manager

4 weeks ago

Toronto, Canada Shangri-La Hotels Full time

Shangri-La, Toronto

This position is responsible for planning, organizing and coordinating functions and guest rooms for assigned group accounts, in accordance with hotel policies and quality standards, to ensure customer satisfaction, maximize profitability and generate return business.

**Key responsibilities for the role include**:
To understand and respond to all guest needs and requests in a timely and professional manner. With high integrity, strives to provide a 5 star experience to guests and colleagues, while providing Shangri-La hospitality from the heart, caring for our guests in all interactions.
Act as liaison between hotel and meeting planner to ensure a successful event. This includes obtaining rooming lists, establishing billing, overseeing group room blocks, welcoming VIP's, overseeing amenity requests, handling on site event logistics, coordinating outside vendors, and enforcing contract terms.
Write resumes / BEO’s for each group and catering only events, giving the hotel's departments an overview and schedule of the conference and its objective, details of the meeting agenda, AV requirements, VIP's, billing arrangements and amenity requests.
Plan groups and catering event food and beverage requirements, including assistance with menu and wine selection, decorations, entertainment and audio visual.
Create and execute accurate banquet event orders that include detailed information on the agenda, menu items, room set up, and billing arrangements.
Meet the client upon arrival and conduct preconference/event review, including the introduction of Department Heads, overview of events, and guest arrival details.
Communicate last-minute changes in group functions to hotel staff, and ensure accurate and satisfactory follow up.
Conduct post-conference/event review with clients including the presentation of banquet checks when applicable.
Review all bills that are sent to the client, ensuring they are accurate and timely to maximize return business.
Compile any cancellation/attrition charges for the group.
Send thank you notes and meeting critiques after each event, and ensure any feedback is communicated and responded to according to hotel guidelines.
Attend daily, weekly and monthly meetings as directed.
Work with the Director of Events & Senior Events Manager to generate an accurate monthly forecast of group food and beverage revenue associated with all group events. Ensure monthly goals are attained to maximize revenue.
Manage and maintain Delphi PMS client information and reports accurately.
Ensure compliance with all hotel policies, standards and core practices.
Maintain positive communication with all departments in the hotel, especially with regards to Sales team members and food & beverage colleagues
Undertake other ad hoc related responsibilities, as required.

**The following is considered mandatory for this position**:
Sales Competence
- Demonstrates sound understanding for the local catering, social, and corporate meeting market, uses effective sales strategies for respective market segment, vast knowledge of the core competition and luxury hotel banquet standards.
Results driven
- Self motivated, high initiative, reliable self-starter, and strives to continually overachieve catering sales goals and targets.
Creative
- Demonstrates a high degree of creativity and interest in food and wine, working directly with clients on menu planning, event planning, while maximizing revenues for the hotel.
Relationship & Impression Management
- Outstanding abilities to build and maintain relationships and demonstrated ability to make a naturally positive, lasting impression.
Detailed oriented
- Highly organized, superior time management skills, exceptional attention to detail particularly with Banquet Event Orders and Group Resumes.
Goal oriented and Organizational skills
- Able to plan, set and achieve goals on a continual basis, demonstrating superior organizational and time management skills.
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.

Other Requirements

Minimum 1 year previous work experience in a similar catering sales, banquets or events capacity.
Previous experience within an international world-class hotel brand is an asset.
Technology p

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