Manager, Catering Operations

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $90,000-$92,700

Position Summary

The Manager of Catering Operations, under the direction of the Director of Operations, will provide full oversight to ensure all events are delivered in accordance with the department's standards for quality and consistency. The Manager is expected to help create a pleasant environment and experience for guests. The Manager will provide on and off-site supervision for all supported events and make recommendations for improving services and events policies, and procedures.

Responsibilities

Event Support

• Oversees the actual set-up of assigned functions by reviewing specific menu information to servers, and coordinating the timing of the events with the culinary staff to ensure the success of the function.
• Arranges temporary staff for events, room assignments, event decor, and enhancements as they relate to room setups. Directs, trains, and develops front-of-the-house temporary staff to ensure adherence to UEM's standards of quality service.
• Manages all front-of-the-house staff during assigned events. Prepares work schedules and schedules staff in accordance with staffing guidelines, adjusting schedules throughout the shift to meet the business demands. Monitor staff's appearance and professionalism to ensure adherence to standards of quality service. Effectively communicate all daily activities to the staff to ensure a smooth transition and follow-up from one function to another, to ensure all events meet/exceed the client's expectations.
• Ensures adherence to Federal, State, Local, and Columbia University sanitation and OSHA rules, regulations, standards, and codes.
• Supports the General Manager/Assistant General Manager with the logistics of assigned catered events, including coordination, transportation, personnel, equipment, and other related tasks.
• Manages the delivery of event services, ensuring seamless, high-quality execution. Reviews all event orders with the Assistant General Manager to determine appropriate staffing levels, room assignments, event decor, and enhancements as they relate to room setups.
• In the absence of the Assistant General Manager, serves as primary liaison during catered events to facilitate all elements, including problem resolution, servicing, and closing of the event.
• Maintain general housekeeping of event spaces and general working order of equipment before and after each event. Evaluates and reports on the quality of plant-related equipment.
• Recommends changes in catering operations policies and procedures as appropriate. Implements ideas that get the job done faster and better at a lower cost.
• Plans and organizes all the information, supplies, and support needed for the effective execution of all commitments.

Administrative Support

• Works with and supports the sales team with solicitations of the University's in-house events, social, and all other markets. Collaborates with the sales team to ensure they achieve appropriate sales goals. Together with a Sales Manager, meets with potential clients, when appropriate, and partners the Sales Manager with upselling menu, beverage, and sundry items.
• Manages work schedules and payroll of event staff.
• Works with the General Manager/Assistant General Manager to assess customers' opinions. Continually improve products and services to meet the needs of the campus community.
• Ensures all menu cards, signs, and other printed materials are pre-made for all events.
• Assists with the onboarding of new staff, including ensuring that all departmental orientation training materials are prepared prior to the new staff member's first day of employment.
• Conducts daily and weekly walkthroughs to document all maintenance needs of the building, reports to appropriate departments, and follows up on timely completion of the requests.
• Escalates and ongoing deficiencies.

Customer Service

• Diplomatically handles complaints and problems with internal clients, resolves guest concerns/complaints communicates the issues with the Assistant General Manager.
• Makes recommendations on service improvements, quality, and integrity of service providers and follows up with clients on service performance issues.
• Collaborates with the Assistant General Manager to develop, recommend, and, when appropriate, implement UEM policies and procedures as they apply to UEM-managed space, including outdoors, food and beverage service, audio-visual service, and UEM-sponsored events throughout campus.
• Focuses on our customers and exceeds their expectations by providing outstanding service and superior value.
• Communicates effectively throughout the organization and engages all stakeholders to ensure the relationship is advantageous on both sides. Maintains a transparent and supportive relationship.
• Interacts effectively and diplomatically with staff, management, and diverse clientele, including campus departments, student organizations, and the general public through verbal and written communications.
• Develops relationships with people from public areas of the University to maintain a customer-friendly environment
• Performs other duties as assigned and assists in special projects.

Training & Development

• Works with departmental Human Resources to enhance staff performance through professional development activities, the development of clearly stated objectives, and the use of training.
• Reviews guest satisfaction results with employees. Trains employees on service standards to meet/exceed the guest expectations, and ensure employees are aware of their empowerment.
• Observes service behaviors of employees and provides feedback to individuals and/or managers to ensure all events meet/exceed the client's expectations.
• Assists in the development and implementation of corrective action plans.
• Actively coach, collaborate, and build trust with our teammates to create a feedback-rich environment and breakthrough ideas
• Takes initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.

Marketing

• Provides assistance to the sales team with solicitations of the University's in-house events, social, and all other markets. In the absence of a Sales Manager, meets with potential clients, when appropriate, and supports the Sales Managers with upselling menu, beverage, and sundry items.
• Supports the Assistant /General Manager with all marketing efforts.
• Represents University Event Management in Bridal Shows and other promotional events.

Minimum Qualifications

• Bachelor's Degree and/or equivalent experience. Minimum of 3 years of related experience required.
• Possession of a valid driver's license.
• Must have the ability to remain calm under pressure, and maintain professional and respectful behavior in all situations.
• Ability to work a flexible schedule, including evenings and weekends, to cover various catering functions throughout the year.
• Proficient in Word and Excel.
• Excellent customer service, communication, and interpersonal skills.
• Working knowledge of Microsoft Office.

Preferred Qualifications

• A minimum of 3 years related experience in the hospitality field or equivalent experience preferred.
• Knowledge of the Kronos Payroll System and any catering system, such as EMS, is desired.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.