Job Description

Job Summary



To provide a primary point of contact for all Event guests while ensuring that guest expectations are exceeded and Rosewood standards are achieved and maintained in respect of quality, volume & service



Essential Duties and Responsibilities



Guest satisfaction



Ensures that all associates deliver the brand promise and always provide exceptional guest service. Ensures that associates also provide excellent service to associate in other divisions as appropriate. Ensures that all guest and associate complaints are resolved in a quick and efficient manner. Maintains positive guest and associate interactions with good working relationships.

Operations



Assist in ensuring a smooth day to day running of the events operations department regarding all service, health and safety and supervision of Event operations. Carry out necessary preparation in planning for forthcoming events. Supervise the Events Set-up team during set up and tear down of each event. Ensure rooms are set up and ready, 1 hour prior to each event and in accordance with Rosewood Doha standards. Act as a point of contact for Event clients and guests for all assigned events always ensuring the upmost levels of service and satisfaction. Introduce himself/herself to the organizer of each assigned event, explaining that they oversee their function and how the organizer can contact them, should they require anything. Work with the Event Operations Manager/Director of Event Operations so that each event is delivered in accordance with the guests' requirements as specified on the function sheet. Supervise the assigned casual staff during each event. Conduct any on-the-job training for new associate members and ensure company standards are achieved. Attend the Operations meeting held weekly when required to discuss forthcoming events. Ensure that when the rooms are not in use, that they are left neat and tidy or set for the next event. Ensure that if any lapses in service, are dealt with efficiently and to the guests' satisfaction, with the minimum of fuss and that the Events operations management is informed. Take responsibility for any last-minute changes the organizer may make, and act upon them. Ensure any accidents involving associate are notified to the First Aider on duty and ensure that accident reports are completed. Act on any additional requests made by the banquet management team in the interest of our client's requirements or company standards. Ensure that all items relevant to the event are posted in Micros for accurate invoicing. Ensure that all departmental standards in place are constantly monitored and maintained and that all casual staff are trained accordingly Work closely with the Events Operations Management team on any ongoing improvement of service. Actively participate in all hotel and departmental meetings where their presence is required. Ensure all operational equipment and areas are maintained in the correct manner and that all breakages & damage are correctly reported and kept to a minimum.

Standard Responsibilities



Comply and adhere to the Rosewood company policies. Take on other tasks in addition to the ones stated, in a reasonable framework. Be a "brand ambassador" at all times and ensure brand integrity and clarity are always maintained. Model the company's culture, vision, mission and core values at all times. Review Forbes / Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times. Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system. Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings). Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates. Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.

Confidentiality



Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.



Health & Safety



Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace. The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory. Report any defects in the building, plant, or equipment according to hotel procedure. Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures. Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety. Be fully conversant with: Regulations Risk Assessments for your department Hotel Fire & Bomb Procedures

Other



The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

As the hotel's level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.