POSITION DESCRIPTION

Transcription

1 POSITION DESCRIPTION POSITION TITLE: Functions Supervisor SCHOOL/OFFICE: Food & Beverage Department CLASSIFICATION LEVEL: F & B Supervisor Grade 5 Casual DATE POSITION CLASSIFIED/UPDATED: April 2014 This position is first and foremost with Bond University and although this position is described as operating within a section of the university, it is a fundamental requirement of your position that the best interests of the university must be your priority at all times. PURPOSE OF THE POSITION: The role is responsible for assisting and supporting the Functions Manager in managing staff, guest service and food operations. You will be responsible for the operation and maintenance of your areas, keeping food and beverage labour costs and stock levels at budgeted levels in liaison with the Functions Manager. You will maintain service standards to ensure guest satisfaction remains a top priority. You will ensure that the areas under your supervision (Functions and University Club) offer professional effective service, great product selection and pleasant safe surroundings and that Bond University Function Centre complies with State and Federal legislation for OH&S and RSA requirements REPORTING RELATIONSHIP: This position reports to the Functions Manager. General Manager Food and Beverage Functions Manager Functions Supervisor Functions Shift Supervisor Food and Beverage Attendants Grade 2

2 SELECTION CRITERIA: Minimum of 1 year supervisory/team leader experience in a high volume environment Hold a current QLD Responsible Service of Alcohol (RSA) certificate Excellent communication skills Ability to solve problems Strong customer service skills Working knowledge of Federal State and local regulations for RSA and OH&S COMPETANCY: RESPONSIBILITY: PERFORMANCE INDICATORS: Guest Service Standards Operational performance Ensure all staff deliver exceptional service that is timely, efficient, friendly and meets the guests needs at all times Recognise situations, which may become difficult guest problems, rectify immediately or be ready to act in order to alleviate. Treat guests problems or potential problems effectively, aiming for minimal guest dissatisfaction Ensure all interactions with staff and guests are in accordance with good customer service standards. Seek opportunities to enhance quality of service to staff and guests and to act on those opportunities in a timely manner by assisting management in the development and implementation of improvements to service procedures. Provide friendly, professional, courteous and timely responses to telephone calls and guest inquiries. Ensure steps are taken to run an efficient operation noting high and safe capacities, friendly guest service and overall excellence in food and beverage experience at all times. Report all maintenance requests and all special incidents. Be pro-active in addressing identified incidents and potential hazards, which may affect guests/staff. Ensure the facilities and equipment are maintained to the highest level of cleanliness and hygiene standards. Coordinate the outlets to maximise efficient provision of high quality service covering the following areas: Functions, University Club Restaurant and Cerum Cafe Establish customer service standards within six (6) months. Regularly report to the Functions Manager problems and corrective actions. Set out review guidelines on level of service and presentation of outlets in six (6) months. Develop a checklist for setup, breakdown and cleaning. Implement and monitor program within twelve (12) months, to ensure all staff are meeting required standards. Attend appropriate training in: Complaint resolution Counselling and discipline Food handling Accurate completion of daily report in communication log

3 Operational performance Cont Communication Task prioritization for staff Effective scheduling of staff for efficient operations Ongoing monitoring of procedures and the implementation of changes where necessary. To manage workplace conflict in the team Accurately and effectively respond to emergency and special situations involving equipment, staff and guests. Maintain all Company policies in relation to safety, service, cleanliness, efficiency and presentation. Assist in training programs for the team to meet company requirements. Attend meetings as required. Ensure all Federal, State and Local regulations are adhered to in relation to food handling, responsible service of alcohol and Occupational Health and Safety. Ensure correct food and beverage handling procedures are implemented and quality, quantity and correct service standards are maintained consistently. Carry out hands on manual work on a daily basis to ensure all staff delivers products in an efficient and timely manner to predetermined standards. Adhere to recognised service procedures to support total guest satisfaction. Advise staff on policies and procedures applying to the workplace and department specifics. Ensure strategies for implementation of policies and procedures are communicated effectively. Attend Food and Beverage meetings in the absence of the Functions Manager. Build interpersonal skills and team building relationships Provide coaching for staff in the following areas: Guest service Health and safety Product knowledge Equipment use and care and Financial awareness Assist in detailing the standards for each section/outlet inclusive of time guidelines and quality standards in eight (8) months. Gain an understanding of State and Federal legislation in relation to food handling, RSA and OH&S. Have team building training every three (3) months Provide feedback on best methods for the improvement of staff morale Have monthly team meetings to discuss performance of outlets, customer feedback, meeting financial targets.

4 Financial Management Team Building Personal Development Maintain information on department priorities and objectives and suggest, where appropriate, ways of reducing costs/time related activities. Prepare rosters in line with budgetary constraints and relevant award. Ensure correct cash handling procedures and variance and Anomalies are tracked and reported. Follow established stock control procedures to ensure pare levels are determined and maintained and minimal wastage is incurred. Assist in regular monthly stock takes in conjunction with the Storeman. Provide leadership, motivation and coaching to all staff in the following aspects Guest service Health, safety and cleanliness Product knowledge Equipment use and care Financial awareness Participate in regular performance appraisals Complete all Bond University F & B Department training courses relevant for the position. Prepare weekly rosters within set budget guidelines Maintain and check daily register floats Cash receipts and balancing Prepare cashiers daily summaries Safe depositing Within (three) 3 months establish low and high par levels and implement within the outlets. Ensure availability to conduct stock takes with the Storeman. Develop an employee incentive scheme to encourage excellence in service. Attend supervisor s meeting in the absence of the manager and actively provide feedback, negative and positive, for the improvement of the Department. Actively follow-up training schedules and other means to improve your skill base with the Functions Manager Understanding of Quality Assurance Staff should demonstrate an understanding of the principles of quality assurance and continuous improvement as they apply at Bond University. Staffs are expected to demonstrate an ongoing commitment to the Bond University Strategic Plan, university policy and to our quality assurance processes.

5 Understanding of Cultural Sensitivity Staff will come into contact with staff and students from a variety of cultural backgrounds. It is expected that mutual respect, cultural awareness and cultural sensitivity will form the basis of the professional working relationship. Staff is encouraged to attend a cultural sensitivity workshop to further enhance and develop cultural awareness and cultural sensitivity skills. It is not the intent of this position description to limit the scope of this position in any way but to give an overview of this role at Bond University. You may at times be required to work at other tasks and areas as directed by the Management. Position Held By (Name): Signature: Date: