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Job Description Position: Hospitality & Sales Manager Reports to: Deputy Director of Community Services FLSA Status: Exempt Date: November 2019 JOB DESCRIPTION JOB SUMMARY: The purpose of this position is to serve as the division manager for the Hospitality and Sales Division of the Department of Community Services. The Hospitality & Sales Manager is responsible for the overall management, planning, and execution of all sales, banquet, facility, and guest services operations at The Marq Southlake – Legends Hall. In addition, this position will also oversee operations of the Southlake Senior Activity Center located within Legends Hall. This is accomplished by leading high performing sales, banquet, facility, guest services, and senior services operations; developing and managing the division’s operating budget; and managing and overseeing all assigned division personnel. Other duties include providing executive level support to the Deputy Director of Community Services. ESSENTIAL FUNCTIONS: Note: This information is intended to be descriptive of the key responsibilities of the position. The list of essential functions below does not identify all duties performed by any single incumbent in this position. Demonstrates technical excellence and ensures implementation of program goals in conformance with established strategies and organizational expectations. Sales Operations: Assumes management responsibility for all sales operations at Legends Hall and Aria Amphitheater; works directly with the Sales Specialist to identify market opportunities and to develop short and long-term promotion and sales strategies; develops annual sales plan; establishes divisional sales goals and ensures progress toward achievement of goals through management of sales staff; performs statistical and competitive analysis to be used in long-term planning processes; develops and maintains strong relationships with community leaders that will support the sales mission; works with the Office of Marketing and Communication to recommend media placement and assist with copy ideas and strategies; and attends and works trade shows as needed. Banquet and Facility Operations: Assumes management responsibility for all banquet and facility operations at Legends Hall and Aria Amphitheater; works directly with the Banquet Specialist to ensure the smooth operation of all banquet and event functions; develops and implements operating policies and procedures that support high performing banquet and facility operations and adheres to established financial standards and processes; works with facility maintenance staff and janitorial services contractor to ensure a safe and secure facility that exceeds guest expectations; and oversees the development and implementation of an annual facility maintenance program. Senior Activity Center Operations: Assumes management responsibility for operations of the Southlake Senior Activity Center located in Legends Hall; works directly with the Senior Services Coordinator to plan, develop, and implement programs and activities that meet the needs of the Southlake senior population; performs annual audits to ensure all senior programs, events, and activities are meeting established participant and financial goals; and develops and implements operating policies and procedures that support high performing senior services operations and adhere to established financial standards and processes. City of Southlake Hospitality & Sales Manager Page 1 of 5 Strategic Management: Ensures the Hospitality & Sales Division, including the Senior Activity Center, achieves the standards of a high performing, strategic organization by planning, directing, coordinating, and reviewing the department work plan for assigned staff; developing and implementing departmental goals, objectives, KAIs, and priorities; recommending and administering operating policies and procedures; and monitoring and evaluating the effectiveness and efficiency of service delivery methods. People Management: Supervises assigned personnel and volunteers by directing, instructing, scheduling, reviewing, and evaluating work activities. Provides clear expectations and recognizes employees for doing good work. Reviews work for quality. Encourages employee development and provides employees with opportunities to learn. Makes recommendations/decisions regarding hiring, disciplining, terminating, and other personnel actions; and ensures the daily coordination and supervision of the work of assigned personnel. Directly supervises the Sales Specialist, Banquet Specialist, Senior Services Coordinator, and division’s Office Assistant. Attention to Detail: Performs tasks with care and is thorough. Checks work to ensure accuracy and completeness. Compares final work product to what is expected to find inconsistencies or errors. Remains aware and takes care of details that are easy to overlook or dismiss as insignificant. Administrative Support: Provides highly responsible and complex administrative support to the Deputy Director of Community Services and serves as a member of the department’s executive leadership team. Workplace Safety: Performs all work functions and operates all equipment in a safe manner to ensure the safety of self, co-workers, and the public. Follows all safety procedures, ensures a safe working environment, and immediately reports any unsafe working conditions. Safeguards the public’s trust. Financial Stewardship: Participates in the development and administration of the annual budget for the Hospitality & Sales Division, including Senior Activity Center, by assisting in budget implementation; participating in the forecast of additional funds needed for staffing, equipment, materials, and supplies; administering the approved budget; tracking revenues and expenditures; and recommending, within departmental policy, competitive pricing structures that will ensure Legends Hall, Aria Amphitheater, and the Senior Activity Center achieve established sales and cost recovery goals. Institutes and maintains a customer-centric work environment that promotes customer and community engagement. Guest Services Operations: Exhibits a commitment to delighting guests by providing an exceptional guest experience. Assumes management responsibility for all guest services operations at Legends Hall and Aria Amphitheater; ensures and provides a professional and superior guest service experience; answers phone calls, visitors, emails, and letters in a professional, helpful manner by providing accurate and informative information with the ability to resolve problems or refer inquires to the correct contact; actively seeks objective feedback through guest satisfaction surveys and post-event follow ups; analyzes feedback and provides strategic direction to continuously improve the guest experience; expects and reacts promptly to guests’ requirements and inquires; ensures all staff are fully trained in operating policies and procedures and are prepared to accommodate guests’ requests; empowers employees to provide premier service to guests; and ensures teamwork and an interdepartmental approach to meeting guest service/quality expectations. City of Southlake Hospitality & Sales Manager Page 2 of 5 Interpersonal Relationships: Develops and maintains cooperative and professional relationships with employees and all levels of management to include representatives from other departments and organizations. Handles all interactions with poise, tact, and diplomacy; and in a confidential manner. Work product models established corporate culture in conformance with City values. The Southlake Way: Provides world class customer service by anticipating needs, being warm and sincere, listening with empathy, relentlessly pursuing solutions, owning the experience, and making the moment memorable with each customer. Greets customers, answers the telephone, and assists the general public. Provides information on departmental and city policies and procedures. Transfers and directs inquiries to the appropriate individual or department. Accountability: Follows instructions and responds to management direction. Takes responsibility for own actions. Keeps commitments and completes tasks on time or notifies appropriate person with an alternate plan. Integrity: Treats people with respect, inspires the trust of others, works ethically and with integrity, and upholds organizational values. Innovation: Displays original thinking and creativity, meets challenges with resourcefulness, generates suggestions for improving work, and develops innovative approaches and ideas. Commitment to Excellence: Looks for ways to improve and promote quality. Demonstrates accuracy and thoroughness. Applies feedback to improve performance and monitors own work to ensure quality. Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to others' views; gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests and supports everyone’s efforts to succeed. Performs other duties as assigned. MINIMUM QUALIFICATIONS: Formal Education: Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four (4) years of college resulting in a Bachelor's degree or equivalent. A Bachelor’s degree in Hospitality Management, Business Management, or Hotel Administration is preferred. Experience: Over two (2) years up to five (5) years of relevant experience. Supervision: Work requires supervising and monitoring performance for an
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