Level One

Responsibilities of Gold Key|PHR Supervisors:

1. Understand the needs of the shift, deploy resources and communicate the plan to the staff department so that products and services are delivered timely and to the department’s specifications.
2. Use the department’s Job Skill Handbooks to consistently coach and train Associates.
3. Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.
4. Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service. 
5. Monitor daily time and attendance including clock in and out to ensure daily labor budget is met.  Make adjustments as needed to respond to call offs or changes in forecasted business volume.   
6. Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction.  Understand and escalate guest concerns when necessary.
7. Champion Gold Key/PHR’s service culture, “The Keys to Making it Right” to proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.
8. Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.
9. Proactively manage safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.  
10. Ensure individual compliance with all Gold Key|PHR, Brand and state or federal training requirements for your role to include new hire, certification and re-certification as needed.
11. Other duties as assigned

1. Conduct orientation training of new associates to explain company policies.
2. Interact with fellow associates in a courteous and professional manner
3. Conduct daily pre-shift meeting
4. Enforce 100% staff compliance with uniform and grooming standards
5. Assign all associates their duties, and inspect work for conformance to prescribed company/franchise standards of cleanliness
6. Greet and interact with the guest in a friendly and professional manner creating the “WOW” experience.
7. Ensure that all guest requests you receive are satisfied in a timely and efficient manner. Provides service in a highly professional manner at all times.
8. Analyze Banquet Event Orders, communicate effectively with customers, managers and associates to ensure that all room set-ups, equipment, supplies, staffing and menus meet/exceed customer's expectations
9. Monitor and control Banquet budget (i.e. labor costs, beverage costs, supplies and equipment) and coordinate with event budgets to maximize revenue and minimize expenses while providing quality guest service
10. Ensure that all department employees receive comprehensive training as specified by the Operating Business Plan Assumptions
11. Prepare all schedules for the department and forwards same to senior management for approval
12. Inventories stock to ensure adequate supplies
13. Conducts or attends and participates in all appropriate and/or mandatory meetings and on-going training sessions to perfect Banquet Captain techniques and procedures and enhance supervisory skills.
14. Acknowledges, understands and complies with all Company/franchise policy, procedures and work practices.
15. Ensure that the resort maintains all QA standards as defined by any third-party affiliations (Interval International or hotel franchiser) where applicable
16. Report unsafe work conditions/practices and safety/security violations in accordance with Company policy
17. Other duties as assigned

Type      Qualification

Skill       

• Excellent English verbal and written communication skills.
• Prior experience as a property level Banquet Captain preferred
• Exposure to scheduling, PO processing, time card calculations and expense control systems preferred
• Degree in related area or equivalent of ___ years of experience in the field.
• Demonstrated computer skills.
• Ability to interact with hotel/resort guests and staff in a courteous and professional manner.
• Ability to multi-task within specific time constraints.
• Good attitude and work ethic practices.
• Demonstrated ability and willingness to give direction.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of technical instructions and deal with several abstract and concrete variables.
• Able to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
• Able to work a flexible schedule including weekends and holidays.
• Willingness to receive development and supervisory training.
• Team building and motivational skills

Education           

• One to two years of post high school education

Experience        

• Two to three years in a related position with this company or other organization(s).

Skill       

• Ability to make occasional decisions which are generally guided by established policy and procedures.
• Excellent English verbal and written communication
• Prior experience as a property level Banquet Captain preferred.
• Exposure to scheduling, PO processing, time cards calculations and expense control systems preferred.
• Degree in related area or equivalent of 3 years of experience in the field.
• Demonstrated computer skills.
• Knowledgeable with Delphi system and or optimal settings.
• Performed in an operation of $2 million in annual Banquet sales