BANQUETS ASST MANAGER IMG na Inn of the Mountain Gods Resort and Casino

Position Title: Assistant Banquet Manager

Reports To:  Banquets Manager

Supervises:  Banquet staff to include: Captains, Servers, Bartenders, Set-up Attendants and Audio Visual Technician

Summary of Position

Works closely with Banquet Manager to ensure booked groups needs are met and our standards of services rendered exceed guest expectations. Supervises and monitors the daily operations of banquet services for group event bookings. Supervises and directs team members in the most efficient performance of banquet service. Coordinates with the Sales, Catering, Kitchen and Stewarding to maintain the highest level of service, product and performance. Directs managers and staff toward the objectives of the Inn of the Mountain Gods Resort and Casino and the vision of the Mescalero Apache Tribe. Acts at capacity of Banquet Manager in the absence of the Banquet Manager. (Purchase orders, discipline, hiring, coaching, etc.)

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

• Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.
• Required to work all Marketing Special Events and Concerts.

• Communication

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

• Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

1. Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:

• Supervises Captains, Servers, Set-Up and Audio-Visual staff.
• Continually reiterates and reinforces the Hospitality and Performance standards, Eight Key Responsibilities and Mission Statements
• Continually reiterates and reinforces policy(s) set forth by the Inn of the Mountain Gods Resort and Casino and / or the Mescalero Apache Tribe.
• Brings team member disciplinary problems to the attention of the Banquet Manager, whether it has been resolved or not. Works closely with managers/ supervisors to resolve any disciplinary problems. In the absence of the Banquet Manager, the Assistant will follow proper procedure and inform the Human Resources Director.
• Provides necessary job training of team members at the direction of the Banquet Manager.
• Organizes Banquet Event Orders and notes any changes or corrections from the Daily Change Sheet.
• Attends daily BEO meetings, pre-con meetings and any other meetings so designated by the Banquet Manager.
• Investigates and diplomatically resolves any customer dissatisfaction/complaints about food quality, service and meeting room spaces.
• Drafts team member weekly shift schedule with final approval from Banquet Manager. Once final approval is met, responsible for distribution of schedules.
• Responsible for daily assignments and direction of meetings, coffee break(s) and meal functions.
• Responsible for inspection of meeting room(s), coffee break(s) and / or meeting room inspection(s) work has been done and at the end of the assigned function to ensure that all closure side work has been done.
• Continual inspection of storage areas, work areas, business center and reception area to ensure sanitary standards, cleanliness and organization are met and up to par at all times during the shift.
• Inspects food and food presentation to maintain quality standards and sanitation regulations.
• Makes sure all functions tickets are signed, entered into the MICROS System and turned in.
• Responsible for gratuity break down and distribution to Accounting, Payroll, Sales and Catering.
• Maintains par levels for Banquet Services supplies such as condiments, juices, tea / coffee, banquet supplies, etc. Fills out and submits purchasing requisitions for supplies needed to meet par levels.
• Daily inspection of team member’s uniforms and appearance, informs Convention Services Director of needs for uniforms and has team member(s) sign Uniform Agreement.
• Orders uniforms and has team member sign uniform agreement.
• Notifies and turns over any lost items to Security.
• Is able to fill in as a server, setup team member or any other needed position at any given time.
• Overtime, Holiday Work, Rotating work schedule and work schedules other than Monday through Friday, 8:00am to 4:30pm.
• Adheres to all regulatory, departmental, and Inn of the Mountain Gods Resort and Casino polices and procedures, and to the casino Internal Control Structure;
• Attends management meetings and trainings
• Helps develop better training methods.
• Reports to the Banquet Manager any changes, problems, comments or praise concerning groups in-house.
• Will perform any task assigned that is required to insure that our guests are receiving the best possible service. This includes helping in other departments when deemed necessary.
• Any other duties assigned to you by the Banquet Manager.

1. Supervisory Responsibilities

      Supervises all Banquet/Audio Visual team members. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include scheduling of team members, interviewing and training team members; planning, assigning, and directing work; performance reviews; rewarding and disciplining team members; addressing issues and resolving conflicts.

1. Education and/or Experience Requirements

      Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• High School Graduate or General Education Diploma (GED) equivalent required. At least three years job related experience and / or training. Supervisory experience preferred. Mescalero Apache Tribal preference; bicultural experience preferred, second language is a plus. Must possess above average supervisory and management skills. Possess strong communication skills (both written and oral). Have the ability to work through time limitations and stressful conditions. Must be characteristic of dependability, reliability, self-disciplined and self-efficient. Must possess traits of decisiveness and a diplomatic nature in order to be able to deal with problems relating to customer dissatisfaction. Knowledge and use of POS systems. Computer experience is beneficial.

1. Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

1. Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.