Banquet Manager of Hospitality Persona

Role of The Banquet Manager

Job Title(s): Banquet Manager, Event Manager, Catering Manager
Department: Banquets and Events
Reporting Structure: Reports to the Director of Catering or General Manager
Responsibilities:

• Planning and coordinating all aspects of banquet events, including layout, decorations, and service.
• Managing the banquet staff, including hiring, training, and scheduling.
• Collaborating with clients to understand their needs and preferences for events.
• Overseeing the set-up and breakdown of banquet rooms and equipment.
• Ensuring compliance with health and safety regulations.
• Managing budgets and controlling costs associated with events.
• Communicating with kitchen staff regarding menu selections and dietary restrictions.
  Key Performance Indicators:
• Customer satisfaction ratings and feedback from event attendees.
• Number of successful events executed per month/quarter.
• Adherence to budget and cost control measures.
• Staff performance and retention rates.
• Timeliness and efficiency of event set-up and service delivery.

Additional Persona Notes: Oversees all banquet operations, including staff management and client relations. Requires strong organizational and communication skills, as well as proficiency in event management software.

Goals of A Banquet Manager

Primary Goals:

• Ensure seamless execution of events and banquets.
• Maximize guest satisfaction and enhance the overall experience.
• Maintain high standards of food quality and presentation.

Secondary Goals:

• Optimize staffing and scheduling for events to improve efficiency.
• Negotiate favorable contracts with vendors and suppliers.
• Increase revenue through upselling and effective marketing of banquet services.

Success Metrics:

• Achieve a guest satisfaction score of 90% or higher on post-event surveys.
• Increase banquet revenue by 15% year-over-year.
• Reduce event setup and breakdown time by 20%.
• Maintain a 95% on-time delivery rate for catering orders.
• Achieve a 10% reduction in food waste during events.

Primary Challenges:

• Managing diverse client expectations and preferences for events.
• Coordinating logistics with multiple vendors and suppliers.
• Dealing with last-minute changes and requests from clients.

Secondary Challenges:

• Ensuring consistent quality of food and service across events.
• Training and retaining staff in a high-turnover environment.
• Adapting to seasonal fluctuations in event bookings.

Pain Points:

• Balancing cost control with delivering high-quality experiences.
• Managing stress and time constraints during peak event seasons.
• Maintaining effective communication with clients and team members.

Primary Motivations:

• Delivering exceptional guest experiences and satisfaction.
• Ensuring smooth and seamless event execution.
• Building lasting relationships with clients and vendors.

Secondary Motivations:

• Enhancing the venue’s reputation for hosting successful events.
• Achieving financial targets and maximizing profit margins.
• Fostering teamwork and collaboration among staff.

Drivers:

• Passion for hospitality and event planning.
• Desire to create memorable experiences for guests.
• Commitment to continuous improvement and professional development.

Primary Objections:

• Budget constraints affecting the choice of vendors and services.
• Concerns about the reliability and quality of new suppliers.
• Fear of negative guest experiences due to changes in service or offerings.

Secondary Objections:

• Resistance from staff to adopt new processes or technologies.
• Uncertainty about the effectiveness of new marketing strategies.
• Concerns over potential disruptions to established workflows.

Concerns:

• Maintaining high standards of service and quality during events.
• Managing last-minute changes or emergencies effectively.
• Ensuring client satisfaction and repeat business.

Preferred Communication Channels:

• Email for official communications with clients and vendors.
• Phone calls for urgent matters and quick updates.
• Social media platforms for networking and staying updated on industry trends.
• In-person meetings for detailed planning and relationship building.
• Instant messaging apps for quick team communication during events.

Information Sources:

• Hospitality industry publications and journals.
• Online forums and communities for banquet managers.
• Webinars and online courses focused on event management.
• Trade shows and expos for new products and services.
• Networking events with other hospitality professionals.

Influencers:

• Renowned chefs and culinary experts.
• Event planning industry leaders and consultants.
• Hospitality technology innovators.
• Successful banquet managers with a strong online presence.
• Industry associations and organizations.

Key Messages:

• Deliver exceptional guest experiences through meticulous planning and execution.
• Foster strong relationships with vendors and clients to ensure seamless events.
• Utilize innovative technology for efficient scheduling and menu management.
• Maintain high standards of service and presentation to exceed client expectations.
• Adapt to changing needs and trends in the hospitality industry.

Tone:

• Confident and professional.
• Friendly and approachable.
• Detail-oriented and proactive.

Style:

• Direct and informative.
• Personalized and customer-focused.
• Organized and structured for clarity.

Online Sources:

• Hospitality Net
• Event Manager Blog
• Meeting Professionals International (MPI) website

Offline Sources:

• Industry trade shows and expos
• Networking events and local hospitality association meetings
• Catering and event management workshops

Industry Sources:

• National Association of Catering and Events (NACE)
• American Hotel and Lodging Educational Institute (AHLEI)
• International Live Events Association (ILEA)