Job Description
Main purpose of the job:
The post holder will support the Hospitality & Retail Managers to ensure excellent day to day operational practice and provide effective line management for their Direct Reports.
The post holder will assist with managing the Events in accordance with health and hygiene legislation, and Graysons Processes and Procedures. To enhance the customer experience of hospitality services in an effective and efficient manner.
The post holder will ensure that the hospitality team remain aligned to the Graysons Values and Behaviours framework and competent in safe working practices, in accordance with departmental procedures. The post holder will ensure that Direct Reports comply with Graysons policies, health and hygiene legislation in all hospitality Operations.
You will be required deputise for the Hospitality & Retail Manager in their absence.
To assist in the delivery of events on site and ensure the venue standards are met by delegating effectively to team members
To ensure the Companys reputation for food quality and service is enhanced with the client and customers
To assist with the administration of unit controls and keep records using the appropriate computer or manual systems
To assist with the training and management of hospitality team members.
Key Result Areas:
Operational Excellence / Client Satisfaction
To ensure the smooth running of all events on a daily basis
To ensure that merchandising procedures and aids are applied to sustain interest in the range of food and beverages being offered and that, when appropriate, effort made to increase sales
To maintain good working relationships with the customers
Effectively assist with the management of the hospitality team, ensuring that their duties are carried out in a professional, efficient and productive manner.
Be involved in the induction and documentation of the front of house team
To carry out clerical activities in respect of unit controls and records using either a computer or paperwork systems in accordance with company policy and procedures
To ensure the schedule of services laid down in the contract are adhered to
To be front of house during all events
To ensure all events are adequately staffed
Hygiene, Health and Safety
All food production methods to adhere to food Safety Management System operated by the company
Ensure compliance with all legislation e.g. HACCP, Food Safety Act
Ensure that cleaning rota's have been implemented and all areas are kept clean and hygienic
Ensure that the colleagues use safe methods of work and that no unauthorised person cleans/operates certain specified equipment
Participate when required in corporate hygiene checks
Ensure all staff are suitably trained within the corporate standard time scales
Ensure staff are wearing correct uniform
Ensure all areas of work are maintained to a safe and hygienic standard
Ensure any maintenance concerns are reported to the Hospitality & Retail Manager or the General Manager immediately
To continually strive to develop food services within all areas of responsibility
Customer Service
To smile and adopt a welcoming attitude to all customers
Acknowledge and treat all customers and clients in a polite and professional manner
To ensure all the event spaces and rooms are kept clean and tidy at all times and pay attention to the overall environment making it inviting for our clients
Address all comments in a positive manner
Ensure an efficient and timely service
Ensure discretion at all times
Create a sense of urgency for each service
Communicate client/customer feedback to the Hospitality & Retail Manager
Team Effectiveness
To be an active member of the hospitality team supporting colleagues in the delivery of hospitality and of the overall contract
To ensure you work to the defined standards of Graysons and the client, asking for guidance and clarification as necessary
To manage staff issues sensitively and confidentially, conduct and performance, sickness and attendance in accordance with Graysons policies and procedures.
Attend all statutory and departmental training
To service the business needs of customers, specifically, fellow team members
Build professional working relationships with senior managers and provide help and guidance in all matters relating to products and costs
Participate in weekly meetings and ensure action required is taken in the required timescale
To promote good employee relations and minimise labour turnover
Adhere to all Company and contract rules and regulations
Communicate effectively with all colleagues, demonstrating a positive and enthusiastic approach
Operations and Financial Performance
Ensure effective management of all events and catering within the department to deliver a professional and efficient service
To promote customer friendly services within and across teams.
To manage portion control and wastage at all events in accordance with departmental policies.
To ensure stock control / taking is conducted monthly in each area in accordance with the Graysons guidelines.To take ownership for the Stock with regard to its security, levels, transfers and storage.
Ensure staff work safely and in compliance with the Food Safety and Food Hygiene Regulations.
Receive and record customer feedback, identifying and suggest implementing changes in customer service and product offer to maximise revenue to Hospitality & Retail manager
Identify and assist Hospitality & Retail manager to implement changes in customer service and product offers to maximise revenue.
To assist in organising and delivering meetings to communicate and develop positive working relationships between all areas of the business
To ensure that correct attendance recording procedures are carried out by all hospitality staff
To control Overhead Costs
Person Specification:
Requirements
Candidates/post holders will be expected to demonstrate the following;
Education
A Level or evidenced experience in a similar role
Advanced Food Hygiene Certificate
Experience
Previous experience in conference / banquet management, including licensed bars
Experience of working in a high volume and multi-site operation
Previous experience of managing a team
Knowledge
A complete understanding of the importance of health & safety at work and associated regulations/legislative requirements
An excellent understanding of events operations and relevant legislation
Skills & Abilities
Passion for delivering high quality customer service
A good understanding of Liquor Licensing Legislation
Excellent communications skills, both written and verbal, to present and deliver information in an appropriate manner
Ability to use own initiative and prioritise activities, to deal with problems which may hinder the delivery of an effective service
Excellent organisational and time management skills, to deliver an efficient and effective service
Leadership ability to lead a team effectively.
Innovative seeks out and develops new opportunities and ideas
Team player ability to motivate a team and support team members.
A flexible approach to working, sufficient to be able to work a 5/7 days per week arrangement, and work evenings and weekends across all City sites
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