Position Summary

To provide supervision of all banquet service staff before, during, and at the closing of an event. The Captain is responsible of ensuring the implementation of all items contracted on the banquet event order. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

Responsibilities

• Report to work on time in proper uniform.
• Prepare, organize and supervise all planned banquet functions in a timely manner.
• Ensure service staff is in proper uniform in compliance with The Biltmore Employee Hand Book.
• Monitor efficiency, cleanliness and follow up with service standards.
• Ensure all ballrooms and meeting rooms are set up according to BEO and Biltmore Standards.
• Coordinate timing of the meal service with Stewarding and Kitchen staff.
• Communicate with Catering Manager to finalize all details with the event.
• Review the BEO with the service staff prior to the start of the event.
• Review times with the client prior to the start of the event.
• Ensure proper set-up, teardown and handling of all hotel equipment.
• Assign side work duties sheet to the service staff after each event.
• Generate a banquet check for each event and properly fill out a daily revenue recap at the conclusion of the day. Ensure proper distribution of daily paperwork.
• Other duties as assigned.

Experience and Education Required

• Education

High School diploma is preferred

• Experience

Minimum two years administration experience in an upscale service operation required

Skills Required

• Must be able to:
• Speak, read, write and understand the English language. Spanish fluency is desired.
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data.
• Use a computer keyboard and possess basic typing skills.
• Possess moderate to advanced computer skills.
• Work in a dynamic and constantly changing environment.
• Adept to multitasking.
• Work long hours to include day and night shifts.
• Work indoors and outdoors.
• Work in a fast paced environment that requires lots of walking on multiple surfaces.
• Flexible to work weekends and Holidays as required.

Physical Demands

• Must be able to:
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests’ needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Licenses or Certifications

• Food safety certification.
• Alcohol Awareness certification.

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.