APPOINTMENT OF BAR SUPERVISOR ADELPHI THEATRE

Transcription

1 APPOINTMENT OF BAR SUPERVISOR ADELPHI THEATRE Contents: Job Description Person Specification Summary of Terms and Conditions of Employment

2 Job Description Job Title Department Location Responsible to Responsible for Bar Supervisor Front of House Adelphi Theatre Theatre Management Retail outlets and stock; Retail staff Job purpose To provide support to the Theatre Management team by delivering excellent standards of customer service, maximizing the revenue and profitability of the retail outlets operation with a particular focus on the Bars as this is the most demanding area of the retail operation. To ensure all staff adhere to the Standards laid down in the Company s Customer Service Standard Pack and the Adelphi Theatre in-house rules. To ensure that all stocks, monies and keys are secure during and at the end of each trading period. At all times and promoting the theatre s values, goals and objectives. The outlets at the Adelphi Theatre include five bars, a cloakroom and four kiosks. Responsibilities: This schedule of duties is not exhaustive, and the Bar Supervisor may be required to perform duties not listed, to suit the reasonable operational requirements of the Company. Postholders should note that specific duties may alter from time to time and all alterations will be appropriate to the job level. Finance: To ensure all retail floats are correct at the start and end of each trading period. To ensure all retail floats are secured in the main safe at the end of each day. To accurately reconcile and record cash takings against stock issued in retail outlets prior to handing over to the Retail Supervisor for Cash and Stocks and to report any cash discrepancies immediately to Theatre Management. Accurately pay in hospitality packages on the Zonal EPOS and ensure these are passed on to the Retail Supervisor for recording on the Catering Return. Control and security of stocks: To ensure the security of all the bar stock and equipment by making certain and all bars, stockrooms and cellar areas are locked shut at the end of trading and use. To ensure that Zonal EPOS key fobs are accurately issued to the correct member of staff on a daily basis. To ensure that all retail outlet, cellar keys and zonal key fobs are returned, accounted for and placed in the key cabinet in the retail office at the end of each trading period. To oversee the accurate recording of all ullage, breakages, display stocks and write offs from the outlets on Zonal and report these accurately to both the Retail Supervisor for Cash and Stocks and the Manager on Duty on a nightly basis ensuring that wastage is kept to an absolute minimum. To ensure the accurate recording of internal outlet transfers across the whole theatre on the appropriate stock sheets and ensure these are accurately recorded on Zonal. Accurately record all internal transfers on zonal from the cellar holding zone to the retail outlets

3 Maintain sufficient stock holding levels of all FOH sale items by compiling orders for review by Theatre Management for placement or working directly with the supplier where appropriate (currently Stratford Foods for ice cream; and the merchandise company for show related merchandise). Maintain sufficient stock holding levels of disposables, fruit, cleaning supplies, glassware and compile order requests for review by Theatre Management. Ensure that retail chargehands for each outlet are rotating stock and that expiry dates are checked. Arrange staff for weekly external supplier deliveries and ensure they are trained in checking and accepting delivery notes, handling stock, rotating stock, accurately recording deliveries and have been provided with a copy of the cellar risk assessment and correct PPE. Be present at independent stock takes when required by Theatre Management. Undertake a full cellar stock count twice weekly on a Wednesday and Saturday. Assist retail staff with stock counts in their outlets when required. To correctly operate the Electronic Point of Sale (EPOS) system and PDQ machines in accordance with the Theatre and Company policies as required. Proactively assist in retail outlets as required. Retail outlet sales and presentation: To ensure all outlets are fully stocked before the start of trade each day with appropriate goods and merchandise in line with the Theatre s product range and presentation standards and that price lists are current and visible. To ensure that the public areas of all outlets are fully prepared and immaculately presented prior to each service period incoming, interval, post show. This includes the neat and tidy arrangement of displays, furniture, clean, wiped table tops and surfaces. Refer to the Company s Standards pack for further guidance. To ensure all aspects of the show merchandise operation are strictly monitored in line with production requirements. Staff supervision: To ensure all retail staff are complying with the Company Standards in relation to up-selling and the maximization of income including the taking of interval orders as laid down in the Bar Standards pack. In conjunction with Theatre Management to pro-actively contribute to the effective and profitable operation of all bars and actively contribute in developing incentive schemes to drive sales. To actively engage in and motivate staff in relation to Company promotions and incentives. Through close liaison with the management team, ensure that all retail staff are kept up to date with their responsibilities. In conjunction with Theatre Management conduct nightly checks of the bar standards and complete Zonal stock counts checks. Monitor individual performance, standards of dress (uniform), time keeping etc and work alongside the theatre management to correct poor performance if necessary. Ensure all retail staff receive training on EPOS, cash handling, golden bar rules and complete the online 'Flow' training modules where relevant. To pro-actively identify jobs and tasks outside normal duties that may from time to time require attention and detail members of staff to carry out those tasks. In conjunction with the Duty Manager, oversee the set up for any hospitality requirements as detailed in the weekly function summary and Adelphi Theatre online diary ensuring that these are staffed and stocked appropriately. In conjunction with the Duty Manager conduct weekly bag spot checks on retail staff. Conduct mini briefings on a regular basis to ensure changes to the normal operating procedures, introduction of any new product lines and important events are communicated to all employees

4 Customer service: To assist the Theatre Management team in maintaining the highest standards of service and customer care within the bars as outlined in the Customer Services Standards pack. To effectively deal with any customer issues, problems, comments, enquiries and complaints escalating them to the Level Supervisor or Duty Manager as appropriate. To ensure all drinks are served in the correct glasses and to the Company Standards in respect of Ice, Fruit etc. To ensure that all guests receive a warm and timely welcome from a knowledgeable, attentive and wellpresented retail team. To communicate with the Theatre Management team on customer feedback and staff issues in a timely manner. To motivate and ensure excellent communication with the retail staff and maintain the flow of service information to the Manager on Duty. Health, safety and security: To ensure that all retail outlets are thoroughly cleaned and supervised at the end of each trading period, and of the effective disposal of refuse and ensure correct handling of glass bottles. To ensure the cleaning schedules for all retail outlets are being adhered to, completed correctly and signed for on a daily basis. To ensure that non-public areas within the retail outlets jurisdiction are kept clean and tidy including all stock rooms and storage cupboards. Ensure that weekly Health and Safety checklists are completed for each retail outlet and issued to Theatre Management for auditing. To assist the Theatre Management team in ensuring the Company complies with the standards as laid down in the Company s Food Safety Operations Manual and to assist in ensuring that the theatre passes internal audits. To monitor personal hygiene and practices of all bar staff and in conjunction with the Manager on Duty, to take the appropriate corrective action where standards are not being met. Ensure that freezers and ice machines are defrosted and cleaned according to schedule and that temperature and thermometer calibration logs are completed. Ensure that all retail staff are storing and using chemical products correctly and have undertaken COSHH training. To ensure that all accidents are promptly reported to the Manager on Duty and are accurately recorded in the accident book located at Stage Door. Adhere to and implement Really Useful Theatre s Health & Safety policy and procedures Ensure that access control procedures are adhered to at all times and to sign in and out of the building at the permitted times as set by Theatre Management. Legal: To ensure that the Company complies with the law in respect of licensing, trading standards and weights and measures issues. A thorough knowledge of the Company s Golden Rules training module is required. To ensure licensing rules are enforced, including making all relevant safety checks of walkways and fire exits and to play an integral role in the Adelphi Theatre s emergency procedures ensuring customer and staff safety is maintained at all times. General: Appear neat and tidy at all times and comply with the company uniform and personal hygiene standards. A Supervisor is to lead by example therefore expected to ensure that they are always highly presentable

5 To attend regular Supervisor Meetings with Theatre Management, reporting back issues and ideas to help develop and focus the Front of House Department in meeting the health and safety, commercial and service objectives of the Theatre. Maintain a log of bar equipment and work with the Theatre Management team to arrange service visits as and when required. Maintain an inventory of all bar items (crockery, rose bowls, glassware, table linen, etc ) To proactively maintain a thorough knowledge of health, safety and hygiene policies, engaging in team briefings and reading any relevant literature provided. To liaise with the Level Supervisor or Duty Manager to ensure any potential or actual hazards are reported and minimised and managed appropriately. Undertake light portering duties and any other reasonable duties as required by the Theatre Management team. To adhere to the Front of House Staff work practices, rules and regulation to ensure the efficient running of the department. Promote the Adelphi Theatre, its facilities and programme of work in an accurate and informed manner to both internal and external customers. Maintain good working relationships with all persons associated with The Adelphi Theatre and its operations, demonstrating at all times a high standard of professionalism. To distribute publicity and marketing materials to the audiences as required To attend staff meetings and other meetings/briefings as required by Theatre Management To attend all training sessions as required by Theatre Management

6 Person Specification Job Title Department Front of House Retail Supervisor (Bars & Kiosks) Front of House Date reviewed 10/07/15 Please find below the key skills and core behaviours required to undertake this post. These will be used in the decision making process. Assessment methods AF = Application Form I = Interview T = Test Knowledge Desirable: Good knowledge of UK Licensing Law for the retail of alcohol. Basic knowledge of health and safety and/or hygiene issues is desirable. Knowledge of and enthusiasm for the performing arts and entertainment. Skills and abilities Essential: Excellent numeracy skills. Accurate cash handling skills and familiar with UK currency. IT skills to a medium level including use of Word, Excel and Outlook. Ability to learn. Excellent listening ability and verbal communication skills. Good time management. Ability to work well within and support a strong team ethic. To be able to motivate yourself for the duration of your shift. Fluent level of English in terms of oral and written communication. / T Desirable: UK Personal Licence Holder. Additional languages. Experience / T Essential: Previous recent experience of working within a customer focused role in a busy bar environment at a Supervisory/ Team Leader level. Recognising customer need and tailoring service provided accordingly. Experience of meeting and exceeding sales targets. Experience of devising and implementing sales incentives. Cash handling experience. Dealing with and effectively assisting with customer enquiries complaints, conflicts and difficult/ sensitive situations through to their conclusion in a positive and flexible manner. Working as part of a team, supporting and encouraging colleagues. Experience of using EPOS systems and PDQs. Experience of stock control systems. Previous experience of maintaining safety at work in a public space. Desirable: Experience at Supervisory/ Team Leader level within hospitality or retail

7 Qualifications Essential: Minimum of 5 GCSEs or equivalent Desirable: Minimum of 2 A Levels or equivalent Qualified First Aider Team Working Works effectively as a member of a team. Demonstrates an awareness of the need to work as part of a team and takes responsibility for getting things done as part of a team. Motivated and enthusiastic to work in partnership with others to achieve individual and team objectives. Readily contributes to team initiatives and team meetings. Shares knowledge and information with colleagues when asked. Willingly assists others in a positive and helpful manner. Comfortable working as part of a team. Customer Focus Is professional and polite in all dealings with customers, providing a quality service. A passion for providing excellent customer service, focusing on the customer and striving to understand them better than anyone. Effectively responds to customer queries in a prompt and helpful manner. Deal with customer problems and complaints in a constructive and positive way Listens to customers with interest and understanding. Note customer requests accurately and concisely ensures appropriate action is taken. Understands how own job and actions affect customers. Understand the importance of good internal and external customer relations. Communicating Actively listens. Communicates information effectively. Checks understanding by summarising information and inviting questions. Presents information clearly and logically, keeps to the point. Ensures the tone of communication is appropriate and able to get message across in a way that is polite. Passes on information from personal, telephone or written enquiries. Other notes Applicants should note the following requirements: Be confident in approaching members of the public to sell programmes, confectionary and other items of merchandise in order to meet and exceed sales targets. Be prepared to wear a uniform and name badge. Possess high personal standards of dress, appearance and attention to detail. Be confident, outgoing and motivated at all times. Driven to achieve results through determination and commitment

8 Hours of Work Please note that these details are only a summary and are not a contract. After the preview period you will be contracted to work eight shows per week and required shifts for contract times are detailed in the table below. The Retail Supervisor is required to attend the mandatory FOH training Sessions from the 18 th August 2015 until and inclusive of the 21 st August It is also required that Supervisors work 15 th September, 18 th and 25 th October 2015 as well as the Christmas Schedule. Due to the nature of live theatre, it is possible that finish times could be slightly later for which overtime is paid. Start time Finish time Monday 17:30 22:00 Tuesday 17:30 22:00 Wednesday matinee 13:00 16:45 Wednesday 17:45 22:00 Thursday 17:30 22:00 Friday 17:30 22:00 Saturday matinee 13:00 16:45 Saturday 17:45 22:00 Successful applicants will be required to attend training sessions as follows: Tuesday 18 th August 2015: 13:30 17:15 Wednesday 19 th August 2015: 13:30 17:15 Thursday 20 th August 2015: 13:30 17:15 Friday 21 st August 2015: 13:00 16:30 followed by main briefing for first preview at 17:30 For information about the Adelphi Theatre Company Ltd please visit our website: