Job Description

• Company: Rock City Hotel
• Job Title: Conference and Banquet Guest Experience Manager
• Job Location: Kwahu- Eastern Region
• Employment Type: Permanent Employment
• Direct Report to: Assistant General Manager, Administration.

Position Overview

Rockcity Hotel, a prestigious hospitality establishment in Ghana, is seeking a dedicated and experienced Conference and Banquet Guest Experience Manager to join our team. The ideal candidate will oversee all aspects of conference and banquet services, ensuring exceptional guest experiences and seamless event execution. This role requires strong leadership skills, impeccable attention to detail, and a passion for delivering unparalleled service in a fast-paced environment.

Key Responsibilities

• Plan, coordinate, and execute conferences, banquets, meetings, and special events according to guest requirements and hotel standards.
• Collaborate with clients to understand their event needs, including room setup, catering preferences, audiovisual equipment, and other logistical requirements.
• Create detailed event proposals, contracts, and banquet event orders (BEOs), ensuring accuracy and timely communication with all stakeholders.
• Ensure that all guests receive prompt, courteous, and personalized service throughout their event experience.
• Supervise banquet and conference staff to maintain high service standards, including proper grooming, uniform adherence, and adherence to service protocols.
• Address guest concerns or special requests promptly and effectively, striving to exceed expectations and resolve issues to the guest's satisfaction.
• Recruit, train, and motivate banquet and conference staff, providing ongoing coaching and feedback to foster professional development and ensure a cohesive team environment.
• Conduct regular performance evaluations and set performance goals to optimize team productivity and service quality.
• Lead by example, demonstrating a strong work ethic, positive attitude, and commitment to excellence in guest service.
• Monitor and manage banquet and conference budgets, including labor costs, inventory control, and procurement of supplies and equipment.
• Implement efficient workflow processes to maximize productivity and minimize waste, ensuring smooth operations and timely delivery of services.
• Maintain accurate records of event bookings, billing, and other administrative tasks using hotel management software systems.
• Conduct regular inspections of banquet and conference facilities, ensuring cleanliness, safety, and adherence to health and sanitation standards.
• Implement quality assurance measures to consistently deliver high-quality food and beverage service, event setups, and audiovisual support.
• Proactively identify areas for improvement and implement corrective actions to enhance the overall guest experience.

Required Skills or Experience

Qualifications

• Master's degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of nine (9) years of experience in conference and banquet operations, with at least 2 years in a supervisory or managerial role.
• Strong knowledge of banquet and event planning principles, including room setup configurations, food and beverage service standards, and audiovisual equipment.
• Excellent communication, interpersonal, and leadership skills, with the ability to effectively interact with diverse groups of clients, guests, and team members.
• Proficiency in hotel management software systems (e.g., Opera, Micros) and Microsoft Office applications.
• Demonstrated ability to prioritize tasks, solve problems, and make decisions under pressure while maintaining a positive attitude and attention to detail.
• Flexibility to work evenings, weekends, and holidays as needed to accommodate event schedules and ensure guest satisfaction.