Job Purpose
To ensure the seamless running of the Cafe in the most efficient and effective manner delivering the highest possible standards of service, whilst being pro-active in maintaining and/or improving turnover and profitability. Reporting to the General Manager.
Duties and Responsibilities
- Delivery of business strategies, with the support of the Head Chef
- Seek and maximise revenue opportunities and minimise costs
- Consistently exceed guest expectations
- Develop a motivated and high performing team committed to delivering clear goals
- Protect the health, safety and well being of our guests and colleagues
- Be a change agent, constantly reviewing service delivery
- Work closely with the Café Head Chef to ensure a seamless operation
- Review and communicate unannounced diner reports and initiate required action
- Develop a culture of actively seeking feedback from customers on a regular basis
- Agree and implement actions to continuously improve the guest experience
- Ensure customer requests and feedback, both verbal and written are responded to promptly and efficiently
- Maintain and further enhance relationships within the immediate locality, namely residents, retail and office tenants
- Managing Sales and Conversion
- Agree and support implementation of revenue generation initiatives
- Create, deliver and measure promotional activities, including staff incentives
- Support the creation and implementation of a departmental sales plan, in conjunction with the GM/Reservations & Promotions Manager
- To provide a clear handover during shift changes and ensure each shift is reviewed and handovers/briefings are carried out
- Bi-weekly meetings take place with key managers and team leaders to ensure the team are fully briefed and action points are recorded and achieved
- To make yourself aware and notify your team of any menu changes, special requirements (including menu items and dishes), outstanding orders or work tasks required prior to the commencement of service
- To ensure all staff are well briefed on their responsibilities and are given constant supervision and motivation on all aspects of their work
- To supervise the daily morning meetings with all senior supervisory staff to brief on the day’s activities, menus and events
- Review and communicate financial information to assist in proactive and timely decision making
- Manage monthly stock-takes and review results and variances with relevant departments
- Ensure that in house control systems/audit requirements are adhered to
- Maintain/develop specific departmental control systems in order to meet or exceed food and beverage margins
- Control costs without compromising standards and customer experience
- Forecast potential revenues and costs for revenue/cost centres, with particular reference to labour forecasting
- To build and maintain an efficient team of employees, driving the team towards the objectives of the business.
- To recruit and select employees to the agreed staffing levels using cost effective recruitment methods
- Develop a calendar of all key training with the HR Officer, identifying training needs and capability gaps within the team
- To manage all employees’ performance in line with job descriptions, giving regular feedback and appraisals
- To manage all disciplinary and grievance issues within the department in consultation with the Human Resources team, giving particular focus to the kitchen / Cafe relationship
- Audit holiday and sickness administration to ensure consistency and accuracy
- Ensure all staff complete an exit interview
- Support the Staff Forum, ensuring consistent representation from the Cafe
- Develop an awareness of the implications that H&S issues have on insurance premium
- Understand relevant H&S legislation and the implications on the business, taking action as required
- To ensure all departmental staff work hygienically and productively
- Ensure a safe workplace by identifying and reporting hazards and taking corrective action
- Review and communicate health and safety audit reports and initiate required action with relevant departments
- Action and respond to alleged food hygiene issues, deploying all necessary resources to protect reputation and brand integrity
- Be fully aware of fire, bomb and evacuation procedures for your department and your colleagues
- Stimulate change, challenge assumption and ways of working, to move the business forward
- Develop a positive and direct relationship with all colleagues
- Within the department, support a culture of pride, ownership and desire to exceed expectation
- To foster a culture of flexibility
- Responding quickly and positively to changing requirements whether within the department or outside in order to meet business demands
- Facilitate the creation of business strategies and conduct regular strategy update meetings