Assistant Reservations & Guest Services Manager

The Assistant Reservations & Guest Services Manager will primarily be responsible for assisting with achieving occupancy targets/levels as identified in the annual budget and marketing plan for Reservations.
Secondarily, this position will supervise and coordinate the daily activities of the Guest Service areas to include front desk, bell/valet and night audit.

• Previous hotel Guest Services and/or Reservations experience required
• Previous supervisor experience preferred
• Previous Opera (reservations system) experience preferred

Wedding and Events Manager

Job Summary:

In addition to working one on one with perspective wedding clients, the Wedding and Events Manager will work closely with and report to the Director of Events. They will serve as the Director of Event’s main support unit in the department and will assist with the planning and execution of all events held at the hotel.

This position is responsible for achieving the highest level of guest satisfaction while creating a fun, professional, and productive working environment for all staff. The Wedding and Events Manager is expected to maximize revenue-generating opportunities by analyzing the guest’s needs, suggestively selling, and effectively managing costs.

Additionally, they will regularly support the Restaurant. During these times, the Wedding and Events Manager is expected to assist the department in a management capacity and will be responsible for shift supervision, cash handling, and guest engagement. While assisting the restaurant is not their primary responsibility, as a member of the food and beverage department, they will be expected to assist the restaurant when available.

The Ideal Candidate:

An ideal candidate for this position will have the following levels of experience. Failing to have ideal experience will not eliminate a candidate from consideration.

• High school diploma or GED and at least 4 years experience in wedding planning, event management, food and beverage, or related professions.

OR

• A 2-year degree from a university that has accredited Hospitality and or Hotel and Restaurant Management programs and at least 2 years of experience in wedding planning, event management, food and beverage, or related professions.

Primary Job Responsibilities:

Wedding and Events Manager will find themselves spending most of their day focusing their time on the following areas listed below. In addition to these responsibilities, they are expected to bring improvisational skills to work on a daily basis. The food and beverage department is constantly in motion and changes can happen at a moment’s notice. The ability to make adjustments under pressure while maintaining a professional and positive attitude is paramount for an effective Wedding and Events Manager.

Leadership:

• Plans the logistics and execution of all weddings.
• Is the main point of contact before, during, and after any functions held in the Anuhea ballroom, pool/cabanas, and the Lokahi room.
• Ensures that regular and accurate communications is occurring between the events department and all other hotel departments.
• Maintains a calm and collected demeanor when working under pressure and handling guest requests.
• Mentors and develops event staff.
  – Provides clear and detailed service guidelines.
  – Leads by example when it comes to guest interaction and service standards.
  – Promptly gives praise and or constructive feedback.
• Serves as a role model for service standards and guest interaction.
• Assists the DoE in the following areas:
  – Conceptualizing ways that all event spaces on property can be utilized and sold.
  – Set up and break down of all event spaces.
  – Staffing levels and scheduling.
  – Staff utilization on the day of the event.
  – Participates in pre-event meetings with all staff involved so that they are organized and prepared.
  – Assists the DoE in staying on the schedule as arranged by the guest.
• Monitors the quantity and quality of all event related inventory and informs the DoE of any items that need to be ordered.
• Monitors all Front and Heart of the House areas to ensure they are clean and organized at all times.
• Attends weekly leadership and food and beverage meetings.

Guest Relations:

• Serves as the primary contact between perspective wedding clients and the food and beverage program at Hotel Wailea.
• Makes a point to greet all wedding clients upon arrival, checks in with them throughout their stay, and wishes them a found farewell upon departure.
• Expected to provide the highest level of service while letting their personality and passion for their job shine through. Presentations either on the phone or in person should be planned for well in advance so that conversations do not sound scripted, robotic, or unorganized.
• Communication between guests and the food and beverage department is extremely important. Wedding and Events Manager will quickly pass on any guest requests, changes, and or questions to the appropriate team member in order to provide resolutions in a timely manner.
• Follow up is essential to providing a high level of service to our guests. Wedding and Events Manager is to remain in constant contact with all current and perspective guests. There should not be more than a 24-hour period between an issue’s presentation and its response. If additional time is needed, that must be communicated to the guests.

Wedding Planning:

• Under the guidance of the DoE, plans all Weddings at Hotel Wailea.
• Stays in constant communication with guests throughout the planning phase.
• Consults with guests in order to determine wedding objectives and necessitates such as event spaces and dining requirements.
• Accurately quotes prices and fees for all services.
• Uses approved Banquet Event Order forms to organize all functions. All changes made by guests or the Wedding and Events Manager must be conveyed to both parties and new BEO must be re-created with the most recent date.
• Collects all needs of the guest and appropriately delegates these needs to the proper departments and or vendors in a timely manner.
• Accurately forecasts all needs for weddings and orders supplies and rentals in a timely fashion.
• Regularly communicates with Chef(s) when it comes to all food related items.
• Creates annual business plans that map out the year’s efforts to grow and expand wedding business.

Financial Responsibilities:

• Produces accurate and detailed billing statements for all guests.
• Works with the DoE to create short and long term goals for financial growth.
• Works with the DoE to analyze minimize costs and maximize profit without negatively impacting guest service and or employee satisfaction or functionality.
• Works with the DoE to review processed, booked, and or perspective events revenue versus the budgeted sales numbers.

Administrative Responsibilities:

• Ensures all employees maintain required certifications.
• Maintains strong working relationships with guests and vendors.
• Works with members of the food and beverage team to review events and troubleshoot any possible conflicts or challenges.
• Effectively communicates and executes departmental and property procedures in regards to emergencies and ensures that all employees are properly trained.
• Ensures that all HR related items are handled according to guidelines set forth by Hotel Wailea.

Restaurant Responsibilities:

• Assists restaurant staff in a management capacity.
• Communicates all information learned about hotel and regular guests to all necessary departments in the resort.
• Leads by example and constantly strives to engage with all guests and anticipate their needs.
• Interacts and connects with guests to ensure satisfaction.
• Monitors and supports hourly staff by maintaining floor presence during restaurant service.
• Completes end of day paperwork and cash handling procedures.