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Omni Parker House: Hotel

Banquet Director

R426 Final Project Portfolio Mackenzie Stanton, Haley Vogel, Suzie Charais

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Job Description • Title: Hotel Banquet Director • Posted: April 16, 2014 • Type: Full-time, Salaried, Experienced • Location: The Omni Parker House, Boston, MA • Description: Job includes maintaining a balance between administration duties, supervising, group interaction

and training. Administrative duties consist of communicating requests such as menu choices to the proper staff members per the client, as well as keeping contact with meeting planners and clients to ensure the best event outcome possible. Communication skills will be imperative for contacting clients with information regarding their event. Meetings with clients, meeting planners and suppliers are required as well. Staffing responsibilities include. Director with lead a group meeting each day in which they will give feedback from recent events, give out assignments for upcoming events, and motivate the team to make every event better than the last. Candidate is expected to attend every event held on property to ensure it runs smoothly. Supervision will include that of 3 full time assistants as well as overseeing all banquet functions throughout the set up, the event itself, and tear down of the event. The use of hands on and participative management is used primarily at the Omni Parker House. Candidate will report back to property manager based on daily reports and offering feedback on hiring/firing banquet staffing. Meetings with the General Manager in conjuncture with other department heads will be held each week to discuss goals, budget, issues at the hotel.

• Requirements: Must have a Bachelor’s degree in Recreation Management, Hospitality, Commercial Recreation, or related field; 3-5 years experience supervising others; minimum 2 years experience supervising Food and Beverage functions. Ability to be on foot for 5-6 hours at a time while running events. Moderate physical labor involving lifting or moving items around in banquet space.

• To Apply: Attach Resume, references, cover letter, portfolio of prior events involved in (if applicable) • Key Contacts:

o General Manager of Property § Mackenzie Stanton § (812)-555-1234 Ext: 200 § MStanton@OmniParker.com

o Head of Human Resources § Haley Vogel § (812)-555-1234 Ext. 150 § HVogel@OmniParker.com

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Recruitment Strategies • Effectiveness

o Internal Recruiting § Hiring from within the department could be beneficial in many ways to the Banquet

Department. For instance, the assistants to the director would already know about the facilities and what they offer in terms of service. Also, having a familiarity with how events are run at the particular property. Also, they would have prior contact with employees and have established a work environment that is comfortable and has minimal stress between employees. Would also help secure a consistent clientele who is familiar with the staff on property.

o External Recruiting § Bringing in candidates from outside the company could potentially bring new ideas to the

department; such as new efficient ways of running aspects of the department. They could also bring in a new list of clients based on prior business transactions. New and innovative ways to run events may also be a benefit to bringing in an external candidate.

• EEO Statement o Company Implements the following EEO Laws;

§ Equal Pay Act (1963) § Title VII, Civil Rights Act (1964) § Protects against Disparate Treatment and Impact § Age Discrimination in Employment Act (1967) § Pregnancy Discrimination Act (1978)

o Requirements of this job, excluding academia, require fast moving and at times physical labor. Many days at work the director will be on their feet and helping to set up events which may require a higher degree of physical activity. For instance, if the candidate has ever worked in retail sales before, they would have the prior experience with the physical activity expected.

• Presentations o Advertisement will be posted to Omni Parker Website. An email blast will also be sent out to

universities nearby to advertise to graduate students in the Tourism, Hospitality and Recreation programs. Add will also be posted on LinkedIn account for hotel also.

• Timeline o First round of Email blasts will be sent out through local companies and universities, at the same

time the website and LinkedIn will be posted as well. At this time the job will be announced within the hotel as well.

o Next would be to take part in a university job fair in the area, where in which they will advertise for Hotel Banquet Director.

o Applications will be accepted over the next three weeks § In which each resume will be individually evaluated and it the recruit is qualified on paper,

they will be scheduled for an interview on site with the HR manager and General Manager. o After the three weeks have passed, the top 2 candidates will be asked to shadow an event as a

secondary interview, where in they will assist in the set up/tear down of an event to test the hands on ability as well as the candidate’s ability to keep composure during the environment.

o Three days after the secondary interviews have ended, Management will meet and decide on the best candidate for the job, the candidate will then be called the same day; candidate who is not selected will also be notified and thanked for their time and wish them well in their endeavors.

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Screening Process

• Factors and Process o Education: if the applicant does not have a Bachelor’s in Recreation Management,

Hospitality, Commercial Recreation or other related field, they the resume will not be submitted for further inquiry.

o Experience: if applicant has less than three years of supervisory experience then the previous employment history will be considered further to examine prior work experience of applicant. At the discretion of the HR Manager and General Manager, prior experience will be evaluated as to its applicability to the position.

o Portfolio: if applicant presents a portfolio of prior experience, the types of events worked will be taken into consideration. Events works worked and tasks during the event could also apply to prior experience.

o These are the three main criteria that will be taken into account upon looking over applications and resumes. Background checks will be done on candidates once the application has been reviewed for safety and records of the hotel. During the sit down interview, the candidate will be evaluated based on the questions asked by the interviewer(s), appearance in terms of professional dress, and their ability to represent themselves as a candidate.

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+ Interview Itinerary Omni Parker House: Hotel Banquet Director

Location: Omni Parker House

Type: Structured Interview

Complimentary stay

Monday, April 14, 2014

9:00-10:00am Interview with Hiring Manager & GM King Room

10:15-11:15am Tour of Omni Parker Hotel

11:30- 12:15pm Box Lunch provided by McAllister’s Deli Galleria

12:30- 2:30pm Meeting with administrative Staff Faculty Lounge

2:30- 6:00pm Break

6:15-7:45 Dinner with former position holder Hotel Restaurant

Tuesday April 15, 2014

9:00-10:00am Breakfast at Hotel Galleria

10:15-1:15pm Educational seminar about Hotel King Room

1:30- 2:30pm Late lunch with search committee King Room

2:30-4:00 pm Break

4:15-5:15pm Mock Banquet Simulation Project King Room

5:00-5:15pm Debrief meeting, Gift bags thanking candidate for coming

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Interview Questions

1. Share with me an example of a time where you exuded exceptional

service with a client? How did you grow from this experience?

2. Provide an example of a successful event you have coordinated, how

did you maintain balance within the various departments (catering,

sales, administration)?

3. How do you organize employee training and mentoring?

4. Share a situation where you had to resolve a miscommunication

between company departments, how did you resolve the conflict?

5. What do you think is the key to developing a good team?

6. Provide of an example of a time where you showed great attention to

detail, how did it benefit your work ethic?

7. Do you feel you handle working in a fast-paced environment?

8. Describe performance standards you would set for the 3 full time

assistant employees that would be working underneath you.

9. Tell us about a time where you were understaffed and were able to

successfully run a banquet event, how did you handle that?

10. What are the various factors you consider when overseeing

general food and beverage functions?

11. Provide an example of when you demonstrated exceptional

leadership and verbal communication.

12. Name a time where you took the initiative and went above and

beyond for a client.

13. Provide an example where you had to think outside of the box,

did it benefit your employees? If so, how?

14. What do you feel the key to a successful budget is?

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Employee Training Orientation Topics

Departmental Job duties and responsibilities pertaining to the Omni Parker House. Policies and procedures will also be reviewed during this orientation. The Tour of the hotel and introduction to department employees will occur during the departmental orientation

• Explanation of job duties and responsibilities

• Work hour & times

• Discuss common problems

• Facility Tour: restrooms, fire-alarms, approved entrance & exits

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Organizational

Company overview and company policies will be discussed. Compensation and benefits will be covered. Safety, accident prevention, and employee/union relations will be covered in organizational orientation

• Welcome Speech

• Current Organization Functions

• Pay & Rate ranges

• Insurance

• Profit Margins

• Grievance Procedures

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Training Schedule: Classroom & OTJ

Topic Content Time

Introduction • Distribute Orientation

Packet

• Continental Breakfast

served

• Welcome speech to the

company presented by

GM

• Meet & Greet with

employees

9:00am-10:00am

Break 10:00am-10:15am

Review Departmental

Topics with Employee

(Classroom training)

• General Company

policies

• Departmental functions

• Policies & Procedures

• Department Tour

• Introduction to

Departmental

employees

10:30am-4:00pm

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Training Schedule contd.

Topic Content Time

Review

Organizational Topics

with employee

• Company overview

• Company policies

• Compensation

• Benefits

• Safety Prevention

• Employee Union relation

• Economic factors

9:00am-12:00pm

Lunch Break 12:00pm-1:00pm

In-depth tour of

facility

• Locate all entrances and exits

• Restrooms

• Kitchen

• Banquet Rooms

• Offices

• Laundry Rooms

• Pool

• Exercise facility

• Parking Lot

• Hotel Restaurant

1:15pm-4:00pm

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Training Schedule contd.

Topic Content Time

OTJ Training

(Shadowing)

• Room and Station set

up

• Table Layouts

• Serving Techniques

• Basic Banquet Service

• Learn Menu

• Answering phone calls

and taking event

reservations

9:00am-12:00pm

Break 10:00am-10:15am

OTJ Training

(Shadowing)

• Learn basics of

cocktails, mixing terms

and set up for bar

• Food preparation

• Budgeting & Finance

10:30am-4:00pm

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Employee Training Developing Employees

In-service Topics

• Basic First aid & Safety

• Professionalism & Work Ethics

• How to understand prioritize work

• Dealing with combative clients

• How to be assertive

• Working with clients who have

accessibility needs (ADA regulations)

• Reporting & documenting incidents

• Communication Skills

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Learning Evaluation

Following training it is important to evaluate

the reaction, behavior, and what the employee

has learned from the experience.

• Conduct Reaction Evaluation

Questionnaire for employee

• Administer a series of tests that cover

general company guideline, food &

beverage knowledge, etc.

• Behavior evaluation in form of an

appraisal

• As the employer, provide oral

explanations and feedback to trainee

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Omni Hotels values its employees and customers and welcomes feedback at any time regarding organizational or departmental improvement. Performance Evaluations are conducted for general improvement of the company and to benefit employees as well. In no way are the evaluations meant to embarrass or belittle employees or departments.

Our goal is that the evaluation will provide feedback to the employee, discuss employee’s strengths and weakness along with setting goals for the next evaluation period. Omni Hotels wants its employees to love their job so the performance evaluations are meant to show employees where they stand in their position and to try and motivate them to achieve their personal goals.

When conducting performance evaluations for Omni Hotels there are specific times when they occur. Professional Performance Evaluations will happen every year with employees who are in good standing with the company and every four months for employees who are on probation with the company. Informal Evaluations such as ten minute meetings with immediate supervisors will be conducted monthly or at the discretion of the supervisor.

The evaluation process begins with the employee, immediate supervisor of the employee, and any other eligible individuals such as a coworker, manager, or client, completing the performance evaluation form. After this, the supervisor and employee will sit and discuss the forms and communicate with one another about the employee’s performance. Once the evaluation is over, the two will discuss potential goals for the employee to work on for the next evaluation period and a follow up meeting, an informal evaluation, will be conducted a few weeks after the formal evaluation so the supervisor can check up on the employee and see how they are doing within their position.

The performance evaluation also gives employees an opportunity to advance within the organization with a promotion if the employee is exceeding expectations. However, evaluations can also lead to termination of employees if their evaluation shows that they are doing minimal work or are not right for the position. Termination can also happen if the employee breaks company rules or policies, which leads to the next section, discipline.

Performance Evaluation

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Performance Evaluation for Omni Hotels

Date:__________ Name:_____________________________________________ Position Title:____________________________________ Department:____________________________ Immediate Supervisor:______________________________________ Department Title:__________________________________________

INSTRUCTIONS: This form is to be completed by the employee being evaluated, their immediate supervisor, and any other person deemed eligible to complete the evaluation (coworkers, subordinates, clients). Once the review has been conducted, a copy will be given to the employee, the supervisor, and the original will be given to Human Resources. Rate the employee based on performance relevant to the existing categories. Please be as honest and as respectable as possible. When rating, please leave a comment in the available section explaining why you gave the rating you did, be as detailed as possible. Not Does not Meet Meets Exceeds Applicable Expectations Expectations Expectations Comments Job Knowledge: Employee knows what is expected of them in the position and is knowledgeable about the position and their daily tasks. Skills and certifications are also up to date and strives to help coworkers on the job when they need assistance. ________ ________ ________ ________ Productivity: Can coordinate meals and set up requests with appropriate Departments. Possess ability to engage in clear, concise written and verbal communication . ________ ________ ________ ________ Quality: Work is completed on time and accurately in an organized manner. The quality of the work also meets the expectations of the company and all who work for Omni Hotels. ________ ________ ________ ________ Responsibility/Initiative Run energetic, informative daily lineups and maintains a balance between floor supervision, administration, employee training and mentoring, and hosting/communicating with groups ________ ________ ________ ________ Relationships: Continues to be a team player and promotes an atmosphere of teamwork. Maintains written and verbal communications with Meeting Planners and Groups as well as excellent communications with Catering, Sales, and Clients ________ ________ ________ ________

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Supervisory Skills: Oversees all banquet functions. Supervises staff of 3 full-time assistants well and is patient with employees and takes responsibility for any mistakes that occur . ________ ________ ________ ________ Attendance/Punctuality: Absences in this review period: _______ days; _______occurrences. Tardiness in this review period: _______occurrences. Possibility for Promotion? Yes ________ NO________ N/A________ Why or Why Not? Possibility for Termination? Yes ________ NO________ N/A________ What Can Employee Improve on? What is Employee Doing Right? Goals for Next Evaluation? Comments by Immediate Supervisor: Name____________________________________________ Signature______________________________________ Date:_________________________________________ Comments by Manager, Coworker, Subordinates, or Clients: Name____________________________________________ Signature______________________________________ Date:_________________________________________ Comments by Evaluated Employee: Name____________________________________________ Signature______________________________________ Date:_________________________________________

+ Discipline Procedures

Omni Hotels takes discipline very seriously as an organization. We will not stand for childish and inappropriate behavior. When you are on the clock you are representing our company and will be a professional. The discipline policy we enforce is Progressive Discipline. This means that the first time an employee breaks a rule it is a verbal warning, the second violation is a written warning, the third time means suspension of the position for three days, and finally if an employee breaks our company policy a fourth time they will be terminated, no excuses. Every time a rule is broken the employee will be informed of what they did, what stage of discipline they are at, and will be asked to sign the documentation saying they are getting disciplined.

Some activities that cause progressive discipline to occur are: breaking the dress code, repeated tardiness, disrespectfulness of any kind, lying, skipping work, sleeping on the job, or bad mouthing the company. Besides our progressive discipline policy, there is a more strict policy called zero tolerance policy that results in immediate termination if any of its procedures are broken. Actions that result in direct termination are: any form of sexual or verbal harassment, theft, battery or assault, and intoxication while on the job.

There is, however, a way to withdraw a disciplinary step with progressive discipline. Some ways for employees to redeem themselves from a step of discipline are: be happy at work and enjoy the job, volunteer to do more, show up on time, make an effort to have a good rapport with coworkers and supervisors, do their work well and effectively, and try to learn from others on how they can improve their work. If any of these actions are done for a week and an actual improvement is noticeable than the employee will have a meeting with their supervisor regarding their own discipline and potentially regaining a step back in the discipline procedure.

If employees feel that they have been disciplined unfairly or without notice, they have the opportunity to appeal the discipline process. The manager will then sit down with the employee and person who disciplined them separately and talk with them about what happened. After hearing and documenting each explanation the manager will make the decision regarding the appealing employee’s disciplinary outcome and document that as well. We strive to keep a reputable image within our organization so disciplinary procedure are a must at Omni Hotels. If any of these policies are broken discipline will occur, it is up to the employee on how they handle it and what actions they take in order to redeem themselves.

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References

Esmalloffice.com. (1967). Employee Discipline Process | Improving Employee Performance.

[online] Retrieved from:

http://www.esmalloffice.com/SBR_template.cfm?DocNumber=PL05_0080.htm&location=all

[Accessed: 16 Apr 2014].

Formsmax.com. (2014). Free Performance Evaluation Form - WORD | 32KB | 3 Page(s). [online]

Retrieved from: http://www.formsmax.com/download/performance-evaluation-form-3.html

[Accessed: 15 Apr 2014].