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 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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