Catering Operations Manager EHA

Transcription

1 It is important to note that this job description is a guide to the work you will be required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of your contract of employment. Job description for the post of: Catering Operations Manager EHA The post holder will be: Reporting to: Accountable to: Facilities Manager Catering Services Director of Facilities Management About Facilities Management Facilities Management (FM) is a multi-award-winning support department; the largest support team at the University employing circa 300+ members of staff across seven operational service teams. We believe that the physical campus environment, the supporting infrastructure, and the support services provided by FM, form an essential part of the Edge Hill University experience. Our customer profile includes students, staff, visitors, business partners, commercial clients and the wider community. At Edge Hill University, FM is overtly recognised for its positive contribution to the core business the attraction, recruitment and retention of our students. About this role The Catering Operations Manager has a vitally important leadership and management role within the wider catering team, with significant responsibility for further enhancing and developing the total catering offer, to ensure its long term success and sustainability embedding a consistent customer-centric culture based on the FM Values the FM Way: Put the customer first Be passionate about service Act as one team Demonstrate responsibility and ownership Be confident, receptive and willing to learn The role holder will build highly effective, positive and professional working relationships with colleagues across the University in order to champion enhancements to the catering offer, and the overall customer experience. The role holder will take a pivotal role in developing and implementing a holistic approach to the achievement of the highest possible levels of service and customer engagement.

2 Corporate Responsibilities Participate in and accept responsibility for the management and development of the University. Contribute to and serve, as appropriate, on internal committees, working and advisory groups. Support the University s further development and respond to the needs generated by engaging a diverse student body. Actively promote and support effective communications in all aspects of the work of the University. To cover for the Executive Chef in his/her absence and deputise jointly with the Executive Chef for the FM Catering Services Manager in his/her absence Key Responsibilities: Operational Management: To be responsible for the day-to-day operations of the catering services throughout the year working 5 days out of 7. To assist the Facilities Manager Catering, in developing the catering offer, ensuring the level of customer service, qualify of offer, presentation of the dining and retail areas etc. are maintained to the agreed standards. To assist the Facilities Manager Catering, in ensuring the effective internal and external marketing of all University hospitality facilities in line with the Service Area Plan for the business. To assist the Facilities Manager Catering, in preparing, commenting and reporting upon the monthly and annual Profit & Loss Operating Statements for the individual University hospitality facilities. To develop each area of the operation in line with customer expectations/budgetary constraints and agreed development plans. To be responsible and accountable for organising all food and bar service employees, and resources needed to deliver the hospitality offer, operating to the agreed budget and quality standards. To work with the conference and events team to make sure all client requirements are fully understood, communicated to other relevant departments including, but not limited to, kitchen, housekeeping and campus support and acted upon in the delivery of the event Create and nurture an environment that emphasises motivation, empowerment, teamwork and a passion for service Ensure compliance with all Food & Beverage policies, standards and procedures by training, supervising, follow-up and hands on management Ensure compliance and adherence to the University s Financial Regulations and procedures, by training, supervising, follow-up audits and hands on management Ensure the integrity, accuracy and security of all catering and associated financial management information systems and records in line with Cash Handling & IUMIS Procedures, Financial Regulation s, Saffron Spice Procurement Procedures. To manage all aspects of SOP s (standard operating procedures) and ensure regular reviews and document control takes place.

3 To monitor and react to current market practices and trends which may commercially affect business activities and service development To maintain the integrity of the fabric of the Catering environment and all plant and equipment through the demonstration of best practice with regard to housekeeping, maintenance and repairs procedures and working practices Staffing: Lead and develop the wider catering team, to ensure development of the professional capabilities and can-do culture, and to ensure all activities meet operational, environmental, sustainability and customer service delivery standards in line with stated KPI s, budgetary constraints, as well as legislative & safety compliance. To carry out effective induction, review and development plans for staff within the areas managed and to maintain appropriate records Maximise the potential of individuals and teams via a proactive engagement with the established internal and external staff development opportunities. Lead by example and maintain a robust and consistent approach to the University Performance Review overtly recognising excellent contributions, and responding effectively to less positive performance and behaviour. Embed a culture of teamwork ensuring that the Catering Supervisory team work effectively with other FM services to holistically deliver a consistently excellent customer experience. Ensure staff have a clear understanding of what is expected of them and provide regular, constructive feedback on performance. Further embed the FM Way within the recruitment & selection, induction & probation, training & development, and performance review processes. Continuous Improvement/Customer Engagement: Proactively participate in external networking to identify current best practice and benchmarking initiatives in order to develop key performance indicators (KPI s). Assist in developing, implementing and maintaining policies, procedures and systems to effectively assess and manage quality standards within the catering department. Manage a process of ongoing customer research to ensure that the catering offer meets and exceeds customer expectations. Provide a professional and effective point of contact for external bodies e.g. local authority, EHO, consultants, insurers where necessary.

4 In addition to the above, all staff are required to: a) Adhere to all Edge Hill s policies and procedures, including Equality and Diversity and Health and Safety b) Respect confidentiality: all confidential information should be kept in confidence and not released to unauthorised persons c) Undertake appropriate training and development as required d) Participate in Edge Hill s Performance Review and Development Scheme e) Adhere to Edge Hill University s environmental policy and guidelines and undertake tasks in a sustainable manner f) Demonstrate excellent Customer Care in dealing with all customers Salary: Hours: Please see job advert hours

5 Candidates should note that shortlisting will be based on information provided on the application form with regard to the applicant s ability to meet the criteria outlined in the Person Specification attached. PERSON SPECIFICATION FORM Catering Operations Manager EHA CRITERIA: Applicants should provide evidence of their ability to meet the following essential and desirable criteria: Qualifications 1 Level 4 qualification such as a HND or equivalent in either catering, hospitality, or management; 2 A higher degree and/or relevant post graduate/professional qualification 3 Personal license holder or willingness to work towards 4 Evidence of recent and relevant continued professional development (CPD) 5 Intermediate Food Hygiene Certificate or above. Knowledge and Experience 6 5 years management experience in catering operations to include both inhouse and contract catering. 7 Experience of managing full complex P&L across different diverse revenue streams 8 Experience of stock control management, including delivering reports on performance 9 Expert at delivering results through your management teams, acting as coach, mentor and motivator. 10 Ability to display a real passion for food and customer service 11 Experience of implementing and maintaining Health & Hygiene Regulations including HACCP and COSHH Systems and procedures Essential Desirable *Method of assessment (I/A/T/P) * A * A * A * A * Management/Leadership Skills

6 12 Strong people development capability with a clear focus on the development of the potential of both individuals and teams 13 Self-motivation and ability to actively seek out and create opportunities for continual service enhancement 14 Recognised success in promoting and embedding a positive culture across service boundaries 15 Understands the difference between management and leadership and displays qualities aligned to the latter Personal Qualities 16 Is passionate and strives hard to look for fresh food offers and solutions that provide innovation 17 Results orientated with impeccable standards around quality, service and presentation 18 Passionate about customer service and * I/P/T consistently delivering excellence 19 Commercially very astute and is always looking for ways to maximise business returns 20 Dynamic, curious, innovative and open to new thinking and ideas * I/P/T *Method of Assessment (I-Interview, A-Application, T-Test, P-Presentation) Please note that applications will be assessed against the Person Specification using this criteria.

7 The FM Mission our purpose To provide consistently high-quality environmental conditions and customer services that support and enable the provision of an outstanding student experience. The FM Vision our aspirations To be recognized beyond the HE sector as a leading professional in-house FM service provider that adds tangible value and actively contributes to the core business the attraction, recruitment and retention of students. The FM Values guiding our decisions and our behaviour All that we do is underpinned by our values. Our values are embedded in our structure, our decision making, our behaviours, and our performance. Put the customer first Be passionate about service Act as one team Demonstrate responsibility and ownership Be confident, receptive and willing to learn

8 FM Organisational Chart To be formatted and inserted