Hospitality Supervisor

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 to deputise for the Hospitality & Retail Manager in their absence.

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 rotas 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:

• 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.