At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion, Customer Focus, Teamwork and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.
Responsibilities of the role:
Operations & Service Excellence
Oversee the planning and execution of all banquet events, ensuring smooth operations and outstanding guest experiences.
Maintain high service standards, ensuring all events align with the hotel's luxury brand and guest expectations.
Collaborate with the Sales and Events team to understand client requirements and tailor banquet services accordingly.
Ensure all banqueting areas are set up and presented to a luxury standard, following brand guidelines.
Team Leadership & Training
Lead, motivate, and manage the Banqueting team, including supervisors, servers, and support staff.
Conduct training sessions to enhance staff skills in service excellence, upselling, and guest relations.
Schedule and allocate staff efficiently based on event requirements and occupancy forecasts.
Financial & Budget Management
Work closely with the Finance and F&B teams to manage banquet budgets and control costs without compromising quality.
Monitor stock levels of banqueting equipment, food, and beverages, ensuring efficient inventory management.
Identify opportunities for upselling and revenue growth within banquet services.
Health, Safety & Compliance
Ensure all health and safety regulations are adhered to, including food hygiene, fire safety, and manual handling.
Conduct risk assessments and enforce best practices to maintain a safe working environment.
Oversee compliance with licensing laws and hotel policies regarding alcohol service.
Guest Relations & Problem-Solving
Act as the main point of contact for clients during events, handling any last-minute changes or special requests.
Address and resolve any guest concerns or complaints in a professional and efficient manner.
Gather guest feedback and implement improvements based on insights.
Requirements for the role:
Must have a minimum of (3+) years' experience in a similar position
An innovative and creative approach to leading a team
Must be able to design and deliver well structured, interactive and inspirational training sessions to support departmental business goals
Highly organised in managing large events/functions
Knowledge of overall hotel operations
Knowledge of technology products and services
Financial management skills e.g., ability to understand P&L statements
Strong communication skills (verbal, listening, writing)
Strong problem-solving skills
Strong organization and leadership skills
Ability to use standard software applications and hotel systems
Effective decision-making skills
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