Hotel Brand: Crowne Plaza Hotels & ResortsLocation: Australia, New South Wales, TerrigalHotel: Terrigal Pacific (TERAS), Pine Tree Lane, 2260Job ResponsibilitiesRespond to guest and staff complaints, inquiries, and needs and report to the Manager any problems.Build and maintain positive relationships with all internal customers and guests to anticipate their needs.Take action to address these needs to exceed their expectations.Create a positive hotel image in every interaction with internal and external customers.Adhere to hotel brand standards.Maintain a high level of product and service knowledge to explain and sell services and facilities to guests.Assist guests and escort them to locations within the hotel at their request.Maintain knowledge of special programs and events in the hotel to recognize and respond to guests'' needs.Ensure that food and beverages are served according to the clients specifications.Monitor the cleanliness and appearance of banquet areas throughout the event.Handle any issues or complaints that arise during the event promptly.Manage the setup and breakdown of banquet spaces, ensuring efficiency and adherence to the event schedule.Ensure that all equipment (e.g., tables, chairs, linens, audiovisual devices) is prepared and in good condition.Supervise the setup of food and beverage stations, buffet lines, or plated service as required.Provide exceptional customer service to guests throughout the event.Address any guest concerns or requests quickly and professionally.Ensure the overall guest experience is positive and meets hotel standards.Act as the point of contact between the client and hotel departments such as catering, kitchen staff, and event planners.Coordinate timing for food service, entertainment, and other scheduled activities.Communicate with the kitchen to ensure orders are prepared correctly and on time.Collect feedback from clients after the event and report back to the hotel management team.Oversee the cleanup of the banquet area to ensure it is returned to its original condition.Strive for constant improvements and take responsibility for achieving business results.Understand the hotels business priorities, products, and services and how the department is run.Work with your Manager to ensure you have a clear view of what is required to achieve results.Ensure your team meets deadlines and quality standards, and tasks and projects are completed as required.Control and analyze departmental costs to ensure performance against budget; implement corrective measures where necessary.Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements.Ensure credit and financial transactions are handled in a secure manner.Track inventory of supplies (such as linens, dishes, glasses).Ensure proper handling of equipment and supplies, and report any damage or loss.People ManagementSupervise Food & Beverage attendants, Team Leaders, and Supervisors ensuring that they maintain hotel standards.Maintain current training procedures and operating standards for all duties carried out in the department.Conduct on-the-job training for all staff and take responsibility for the orientation of new staff.Coach and counsel staff to ensure optimum performance is achieved.Demonstrate cooperation and trust with colleagues, supervisors, teams, and across departments.Communicate well to ensure effective shift handovers.Interact with department and hotel staff in a professional and positive manner to foster good rapport.Actively participate in and conduct organized meetings.Oversee and manage banquet events from start to finish.Work with clients, event planners, and other hotel departments to ensure all requirements and expectations are met.Assist with event setup, ensuring the correct seating arrangements, table settings, and dcor are in place.Supervise and lead a team of banquet staff, including servers, bartenders, and setup/pack-down crew.Assign tasks to team members based on event needs and their strengths.Provide training to staff on proper procedures, service standards, and safety protocols.Responsible Business PracticesEnsure hotel standards, policies, and procedures are enforced.Ensure that colleagues are fully conversant with and maintain Responsible Service of Alcohol & Responsible Conduct of Gambling practices.Ensure that daily reports and logs are kept up to date.Check regularly that the quality and presentation of food and beverages are to hotel standard.Demonstrate a sound awareness of OHS policies and procedures and disseminate information to all team members.Champion the identification and reporting of hazards, evaluation of risks, and implementation of hazard and control measures.Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities.Investigate all accidents/incidents within the area of responsibility.Ensure liaison with employee health and safety representatives on workplace changes.Understand hotel evacuation procedures.Monitor staff for adherence to hygiene practices, especially in food handling and service.Don''t quite meet every single requirement, but still believe you''d be a great fit for the job? 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Job Title
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