Service Manager - Senior Event Manager

  • Shangri-La Hotels and Resorts
  • Toronto, ON, Canada
  • Mar 12, 2018
Full time Account Management Event Planning Food/Beverage/Catering Hospitality Sales

Job Description

Service Manager - Senior Event Manager (91608)

Requisition Number 91608 Posted 09/03/2018 Canada - Shangri-La Hotel, Toronto Sales & Marketing Permanent  


Shangri-La hotel, Toronto

Total account management to achieve budgeted catering targets, with an emphasis on social events and local corporate business, working directly with key accounts to develop business for the hotel, and maintain healthy growth according to the Sales and Marketing plan, maximizing the balance between Guest, Colleague and Owner satisfaction.

  • With high integrity, strives to provide a 5 diamond/5 star experience to guests and colleagues, while providing Shangri-La hospitality from caring people in all interactions.
  • Demonstrate a high level of creativity, personal commitment to service excellence and an emotional sense of gracious hospitality- impeccably groomed.
  • In conjunction with the Sales team, develop catering sales strategies, and then execute actions to meet or exceed sales targets.  Sell, promote and develop business in assigned Market Segment.
  • Focus on meeting room rentals, plus food and beverage revenues, working directly with Sales Managers to maximize revenue opportunities which may at times result in displacing catering only business. Moreover, to assist Sales Managers in booking group catering needs and finalizing details such as rooming lists, menus, etc.
  • Effectively coach, train, motivate, communicate, recognize, provide performance feedback and conduct performance correction with the Events Management Executive, as required.
  • Create and distribute clear, accurate and concise Banquet Event Orders that convey client needs with extreme attention to detail, resulting in total client satisfaction.
  • Ensure that all bookings are forecasting accurate revenues and ensure that all contracted minimums for food and beverage and rental are exceeded.
  • Meet with meeting and event clients prior to event start to reconfirm final attendance, meal schedule and other last minute requirements, if any, communicating changes to other departments, as required.
  • Through personal presence, oversee catering events in the hotel, ensure all events are reflected accurately on function boards, set-up on time, completed in accordance with BEO’s and attend to last minute requests for changes or additional requirements.
  • Effectively sell & service corporate & social functions, based on market segments assigned
  • Ensure all meeting and event clients are provided with a point of contact for all enquiries and requirements during events, in a most courteous, friendly and efficient manner.
  • Lead, train, coach, motivate and communicate with the Events team
  • Ensure the proper handling, receipt, distribution and safe keeping of all guests’ items for functions and ensure all left-behind items are either collected by the organizer or delivered back to the local office via dispatch or courier.
  • Ensure compliance to all hotel policies, standards and core practices.
  • Utilize effective Customer Relationship Management techniques i.e. Delphi and other initiatives to build and maintain relationships with SLTO active and potential clientele. 
  • Maintain positive communication with all departments in the hotel, especially with regards to Sales team members and food & beverage colleagues.
  • Undertake other ad hoc related responsibilities, as required.


    The following is considered mandatory for this position:

  • Sales Competence– Demonstrates sound understanding for the local catering, social, and corporate meeting market, uses effective sales strategies for respective market segment, vast knowledge of the core competition and luxury hotel banquet standards.
  • Results driven– Self motivated, high initiative, reliable self-starter, and strives to continually over achieve catering sales goals and targets.
  • Creative– Demonstrates a high degree of creativity and interest in food and wine, working directly with clients on menu planning, event planning, while maximizing revenues for the hotel.
  • Relationship & Impression Management– Outstanding abilities to build and maintain relationships and demonstrated ability to make a naturally positive, lasting impression.
  • Detailed oriented– Highly organized, superior time management skills, exceptional attention to detail particularly with Banquet Event Orders and Group Resumes.
  • Goal oriented and Organizational skills– Able to plan, set and achieve goals on a continual basis, demonstrating superior organizational and time management skills. 
  • Emotional maturity– Internally proud, outwardly gracious and humble, a genuine ability to demonstrate Shangri-La core values of respect, sincerity, helpfulness, courtesy and humility.
  • Teamwork & Respectful workplace– Friendly and helpful demeanor that fosters a respectful environment for others, with an exceptional ability to work well within a small, tight-knit sales team, as well as with all other internal colleagues.
  • Communication– Excellent verbal and written communication with 100% fluency in English (additional languages desirable), displaying standards in line with Shangri-La expectations through appearance, manners, language and interactions.
  • Ethical conduct and responsibility– Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.


    Shangri-La hotel, Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005,  and will provide reasonable accommodation in the application and interview process for this position upon request.




  • Minimum 3+ years previous work experience in a similar catering sales, banquets or events capacity.
  • Previous experience within an international world-class hotel brand is an asset.
  • Previous Sales courses such as networking, negotiating, planning and time management.
  • Technology proficiency– Fully competent with current Windows based programs, hotel reservations systems, sales contact management systems and property management systems (ie. Delphi PMS). 
  • Windows based programs such as Word, Excel, and PowerPoint are essential.
  • Minimum education requirements: High school diploma.
  • Salaried Position – Days, Evenings, Weekends and/or Holidays involved.