Coord-Catering

**Job Description**:
**Job Number** 23161490

**Job Category** Food and Beverage & Culinary

**Location** The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**JOB SCOPE**

Responsible for preparation of Event Orders and reactive selling of the hotel's function rooms for social events, day meetings and weddings. Ensure continuity of contact with client after contracting to prepare Event Orders for distribution to client and operational departments, and then following up to ensure payment is processed, customer satisfaction and repeat business, qualify inquiries, prepare proposals, effectively negotiate and issue contracts. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events.

**KEY RESPONSIBILITIES**

**Managing Event Logistics and Operations**
- Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy in production of proposals, contracts and Event Orders.
- Greets customer during the event phase and hands-off to the Event Operations team for the execution of details.
- Adheres to all standards, policies, and procedures.
- Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
- Identifies operational challenges associated with his/her group and determines how to best work with the property staff and customer to solve these challenges\ and/or develop alternative solutions.
- Acts as liaison between operations teams and customer throughout the event process (pre-event, event, post-event).
- Conducts customer site inspections to support the sales & event management process as necessary.
- Performs other duties as assigned to meet business needs.
- Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner's experience.

**Ensuring and Providing Exceptional Customer Service**
- Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
- Empowers employees to provide excellent customer service.
- Sets a positive example for guest relations.
- Coordinates and communicates event details both verbally and in writing with Event Orders and change logs to the customer and property operations in a timely and accurate manner.
- Makes presence known to customer at all times during this process.
- Oversees his/her customer experiences from file turnover through the post event phase.
- Follows up with customer post-event.
- Responds to and handles guest problems and complaints.
- Uses personal judgment and expertise to enhance the customer experience.
- Stays available to solve problems and/or suggest alternatives to previous arrangements.
- Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Interacts with guests to obtain feedback on product quality and service levels.
- Ensures hourly employees understand expectations and parameters for event activities.

**Leading Event Management Meetings**
- With Events Sales Executive, conducts weekly Event Order meetings for the operations team, formal pre
- and post-event meetings as required to review/communicate group needs and feedback.
- Leads formal pre-event and post-event meetings for average to large-sized assigned groups.
- Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).

**Conducting Human Resources Activities**
- Reviews comment cards and guest satisfaction results with associates
- Assists in the development and implementation of corrective action plans.
- Take initiative to use experience to improve service performance according to evaluation of the issue and resolution.
- Works with the property associates and customers to address operational challenges associated with their group.
- Performs other duties as assigned to meet business needs.

**COMPETENCIES**
- Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

**Execution**
- Building a