Crystal Bridges Museum of American Art: Special Events Captain
Our Front of House service staff exhibit exemplary service to guests while supporting the Museum’s mission of welcoming all and core attributes of “Welcoming, Invigorating, and Excellence” in order to leave a lasting positive impression.
Under the combined general supervision of the Front of House and Special Events Manager, the Special Events Captain oversees all event operations as it relates to food and beverage including scheduling, training, and supervising temporary staff members and ensuring the highest quality of service possible.
This position is a full time, non-exempt position requiring some supervisory duties and not eligible for direct tips or participation in tip pools. This position is expected to work a 40 hour work week.
Principle Responsibilities (Essential Functions):
- Assist in planning the execution of events, allotting resources, and coordinating the efforts of all FOH event staff. Creating inventory pull sheets and retrieving timelines from BEO for each event to be distributed to FOH staff working each event.
- Work closely with the FOH Manager and Assistant Manager for Bar/Beverage to ensure that all special event FOH needs including bar service are fully staffed and supported. Note that complex bar arrangements such as full service bars or bars in multiple locations require additional support of the Eleven FOH Team. Proactive communication between this position and Assistant Manager – Beverage & Coffee Bar as it relates to beverage service is critical.
- Work under the direction of the FOH Manager during all large, complex, and/or VIP special events including weddings. Note that special events requiring service staff of 12 or more or 150+ guests require additional support from the Eleven FOH team. Proactive communication between this position and FOH Manager is critical to ensure adequate FOH coverage for guest needs.
- Implement policies, procedures, and standards of operation that provide for the efficient execution of events and a high level of customer satisfaction. Train and hold staff (including temp staff) accountable for CBMAA standards.
- Request and monitor temporary staffing service needs with local staffing agencies. Serve as the key liaison with such agencies for all FOH event staffing needs.
- Responsible for managing temp staffing on day of event including serving “check in” function, providing instructions regarding assigned tasks; and checking out. Responsible for verifying “hours worked” on temp staff timecards and approving invoices as needed.
- Maintain thorough knowledge of event details via the BEO and all elements of our catering menus. Actively review BEOs for information and ensure accuracy.
- Maintain thorough knowledge of Banquet Inventory and initiate outsourced rentals when needed from local & approved vendor/s.
- Maintain monthly banquet wares inventory to be delivered to SE Manager between 1st & 5th of each month.
- During events, serve as the communication liaison between FOH & BOH interfacing with chef to ensure the team is well versed on the unique offerings, menu items, and service expectations.
- Actively participate in weekly event meetings and remain up to date on all changes to BEOs.
- Organize and execute pre-event meetings, temp staff orientations and ongoing training sessions.
- Ensure team members attendance, productivity and a positive work environment are all maintained.
- Provide Total Team Service allowing for consistency in guest satisfaction by continually observing both quality in food and service and making adjustments or reporting concerns to chef or FOH Manager as necessary.
- Resolve guest concerns and elevate any necessary issues as needed to ensure guest satisfaction.
- Act as a liaison between Culinary, Special Events, and other departments.
- Assist Special Events with service plans and floor charts.
- Produce nightly MOD/Catering Captain report on each event to be emailed to SE Manager, FOH Manager, Beverage Manager and Event Coordinator.
- When serving as the Manager on Duty for Beverage:
- Maintain opening and closing checklists for special events bars.
- Double check all bar inventory usage reports for accuracy.
- Turn in bar inventory sheets to Special Events department on a timely basis.
- Remain abreast of all relevant legislation regarding service of liquor, the sale of liquor, opening hours, etc. Verify customers’ ID in accordance with state law and best practices and monitor beverage consumption and properly address issues of intoxication.
- Manage all special events staff in direct contact with beverages. Properly train staff on how to open, pour and serve beer, wine and all alcoholic beverages.
- Ensure all beverages are costed effectively on SE Inventory reports to ensure proper transfer pricing.
- For cash bars, reconcile starting and ending cash balances and follow proper cash handling procedures as prescribed by the accounting department.
- Create and maintain a working culture throughout culinary that follows our goals of being a positive and uplifting working environment.
- Maintain thorough knowledge of Crystal Bridges’ collections, history, and events.
- During events, ensure cleanliness and safety in all event related areas including south lobby coat check, lobby, dining areas, green room, and FOH storage areas.
- Monitor all beverage consumption and address issues of intoxication per standard operating procedures.
- Model good hygiene, grooming, and uniform standards
- Ensure compliance with all regulations of the Alcohol Beverage Commission and all health and safety regulations.
- Under the direction of the Assistant Manager – Beverage, control transfers of alcohol and other related inventory.
- Any other reasonable requests given by supervisor
Oversee staff and perform the following, as needed, for events:
- Greet guests with enthusiasm
- Assist in the setting and maintaining of buffets
- Assist with a variety of place settings and table configurations
- Provide tray service for both beverages and food
- Assist with questions and decisions regarding the menu
- Provide refills and buss tables as needed
- Continually observe guests and provide service complimentary to their needs.
- Show appreciation to guests as they leave
- Assist in set-up, clean-up and breakdown of event area
- Cross training in duties assigned to other related culinary or event positions
Education, Training, and Traits:
- Must be 21 years of age or older
- Excellent people skills and an outgoing personality
- Possess a strong commitment to customer service
- Highest ethics in regard to honesty, integrity, and work ethic
- First-hand knowledge of service steps and dining room procedures
- Sufficient education to perform necessary inventory, point of sales, pre and post activities
- 2 years+ experience with customer service in a hospitality environment
- Previous banquet/catering experience in a quality establishment
- Experience in a leadership role in a quality establishment
Licenses and Certifications:
- Valid Class C Driver’s License with a clean driving record required
Skills and Abilities:
- Ability to work flexible shifts including weekends, holidays, and evenings
- Must be able to move quickly, stand, bend, and lift for periods of up to 4 hours
- Ability to carry large, heavy trays
- Strong communication skills and ability to maintain professionalism with both co-workers and Museum Guests
- Possess strong organizational, problem solving, and time management skills
- High level of professionalism
- Excellent written and oral communication skills
- Ability to remain calm and collected under pressure
- Ability to creatively and effective solve problems
- Excellent people skills
- Natural leadership qualities
- Ability to work independently and as part of a group
- Ability to maintain the highest levels of confidentiality
Physical Requirements and Work Environment
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
- Physical demands: In the work environment described below, position requires working in high functioning kitchen, dining, and special event and offsite areas for prolonged periods of time; good eye/hand coordination; bending and stretching; and physical stamina to lift and carry a minimum of 25 pounds. Visual acuity to review written materials is required for this job. Additionally, this position requires meeting the public in a professional and courteous manner. Occasionally, while performing the duties of this job, the employee may be required to independently travel in the local area.
- Work environment: The physical arrangement of the work space may require the position to work in a variety of Museum spaces. Work space must be organized and reflect efficiency. The noise level in the dining environment is usually moderate.