KRA 1: Food and Beverage service Responsibilities KPI's, Slides of Business Statistics

Download KRA 1: Food and Beverage service Responsibilities KPI's and more Slides Business Statistics in PDF only on Docsity! Position Description Position Title: Food and Beverage Attendant Department: Food and Beverage Reports to: Shift Manager Staff Responsibility: Nil Key Internal Relationships: All team members Position banding: Front-line Operational, Hospitality Venue POSITION SUMMARY: To perform all front of house duties related to the service of food and beverage to customers in accordance with the Club's policies and procedures to ensure the highest standards are attained. To provide a level of customer service that is at all times courteous, helpful, friendly, efficient and customer focused whilst ensuring compliance with the Registered Clubs Act and the Liquor Act. Provide efficient and effective service of all menu items to the required standard of presentation and in line with recipe portion control and Club policy. Definitions: KRA: Key Responsibility Area KPI: Key Performance Indicator, how the task is measured KRA 1: Food and Beverage service The provision of food and beverage to expected standards. Responsibilities KPI’s Conduct all opening, closing and operating duties as per written Standard Operating Procedures (SOPs) for the area assigned. In line with SOP’s sound working knowledge of product services and implemented changes of menu’s. Performing general calculations, monitoring and balancing of workstation tills at beginning and end of shift. Addressing in a professional, timely manner all customer queries or complaints Provide efficient and effective service of all menu items to the required standard of presentation. In line with SOP’s sound working knowledge of product services and implemented changes with food and beverage menu’s. Addressing in a professional, timely manner all customer queries or complaints. Ensuring consistency in delivery of product. Ensure correct transactions and orders are sent through POS - task. Ensure food and beverage intended for display in public areas is displayed neatly and attractively. Monitoring of product quality and rotation in line with use-by dates of product. Ensure all refrigerated products are maintained at correct temperature Ensure workstations are set up in the correct manner with condiments being refreshed daily. Co-ordination and managing of work tasks according to SOP’s. Monitor re-stocking, cleaning of work station throughout shift. Assist with the set up and running of functions and other events as they may arise. Actively co-operating and communicating with co- workers to ensure a productive, positive team morale and achievement of set-up tasks. KRA 3: Customer Service Provide a high level of customer service at all times that is courteous, helpful, friendly and efficient. Responsibilities KPI’s Greet all patrons in a friendly and courteous manner. Positive feedback received from patrons, members and staff. Where the patron’s name is known, this is used during all interactions. Greets and farewells on customers on each occasion. Provide a high level of customer service to members, guests, visitors and fellow employees. Positive feedback received from patrons and members. Positive interactions are displayed with team members as and when required. Verbally acknowledges customers when unable to attend to customer immediately. Displays positive body language in all interactions with customers, including smiling, straight posture. Treats all patrons and colleagues from all cultural groups and backgrounds with respect. Provides guidance, support and assists with KRA 2: Workplace Health and Safety Maintaining a safe environment for staff and customers. Responsibilities KPI’s Co-operating with the Club to enable compliance with any duty imposed upon them by law. Actively ensure a safe work environment free from hazards: Report all hazards immediately. Using properly and effectively, equipment designed to safeguard his/her wellbeing. In line with WHS and Club policies ensure health and safety standards are maintained: Report any maintenance issues to the Shift manager. Ensure faulty equipment posing a safety risk is put out of order. Observe, make independent decision and escalate and report as appropriate in respect of health, safety. Being aware of factors/situations which may impact upon the health, safety and welfare of him/her and be conscious of the effect of his/her action(s) upon the health, safety and welfare of others. Report all accidents, incidents and concerns regarding safety, hazard and risk. Following implicitly the Club’s Occupational Health and Safety Policy/Procedures as communicated in writing or as instructions received orally. Club Policy Manual review – staff room. Direct Supervisor instructions adhered to. Notify as soon as practicable of any threat to the health and safety of an employee, contractor, patron or any other person. If the hazard poses an immediate threat to an employee, contractor, patron or any other person, employees must remain at the hazard site and isolate the area until such time as the hazard can be effectively removed. Notify the Shift manager. Isolate area of concern and utilise hazard signage. Report any injury or incident as soon as possible to the shift manager so action can be taken. In line with Club Policies and Procedures. Convey information regarding injury or incident in a timely, clear and concise manner. Demonstrate safe working practices in accordance with Work Health and Safety regulations and other health and safety requirements. Respect existing Club rules and guidelines and meet organizational standards. Negotiation & Conflict Resolution Able to negotiate with others to achieve win-win outcomes Assertive when required and able to overcome objections in a positive manner Manages conflict or complaints appropriately, diffuses high-tension situations comfortably, and make judgements as to when to escalate issues Customer Focus & Delivering Expectations Anticipates, understands, and is responsive to different customers’ needs, providing quick and effective solutions for the customer Takes personal responsibility and consistently follows through and delivers in order to meet or exceed customer expectations Is committed to delivering a high standard of customer service and engages in quality conversations with customers Team Orientation Gets along well and cooperates with others, appreciates different viewpoints and builds a positive team morale Recognises the need to work with other parts of the business to progress goals, and considers how different business areas relate Is an active participant in the team, shares knowledge, and collaborates with others Task Focus & Work Approach Adopts a structured, methodical and efficient approach to tasks, with appropriate attention to detail Is process-oriented, and balances efficiency, speed and accuracy Manages time against key priorities, multi-tasks, and maintains concentration and focus on the successful completion of tasks Compliance Consistently acts in accordance with the requirements of relevant legislation Respects existing rules, follows due diligence, and is willing to comply with organisational standards and procedures Actively ensures the work environment is free from hazards and follows policies and procedures with respect to health, safety and risk mitigation Problem-Solving Investigates and asks relevant questions to identify and gather data and information, Looks beyond the obvious, thinks outside the box, and does not stop at first answers Through gathering relevant information, is able to solve problems with effective solutions Coping with Pressure Can be relied upon to maintain a consistent and stable approach, demonstrates patience and perseverance to work through tough times and does not show frustrations when restricted or blocked Self-disciplined, maintains a positive approach at work and handles difficulties in a professional manner Resilient, copes well with stress and pressure, remains calm, composed and does not become defensive or irritated when experiencing difficulties Self-Reliance & Initiative Solicits and is receptive to feedback and coaching, is proactive regarding own performance, learns from mistakes and builds on strengths and develops weaknesses Self-directed, motivated and confident, to identify what needs to be done and take action before being asked, proactively seeking information, and thinking for themselves Takes responsibility and accountability for own actions, learning and results Desirable Competencies Competency Definition Decision-Making Collects facts and applies logic, rationale and objectivity prior to making decisions Is prepared to make decisions independently, and can do so in a timely manner Demonstrates sound judgement, recognising the boundaries and limitations of their decision-making authority and escalates as appropriate Adaptability & Responding to Change Receptive to change, makes positive use of the opportunities change initiatives present, is not knocked off balance by the unexpected Keeps up with the speed of change, has the flexibility to adapt to different situations at the time they are encountered Adaptable, tolerant of ambiguity, works well without clear structure, and is comfortable with changes to process and policies VALUES All Shellharbour Club employees shall act in accordance and adhere to the Shellharbour Workers Club Ptd Ltd Values, including: Diligence, Leadership, Knowledge, Professionalism, Productive, Team Spirit, Pride, Ownership Leadership, Innovation, Trust, Recognition, Initiative, Communication Dedication, Passion, Loyalty, Positive Attitude, Supportive, Empathic Honesty, Respect, Truthfulness, Good Intentions, Honour SKILLS, EXPERIENCE AND QUALIFICATIONS o Previous Food and Beverage experience desirable. o Knowledge of Work, Health and Safety Act o Good understanding of Hospitality Service Principles and food handling principles o Quality Customer Service Skills o Time management. o Strong Interpersonal and communication skills o Current Responsible Service of Alcohol certificate/competency card. o Desirable – current RCG certificate/competency card. PHYSICAL REQUIREMENTS General levels of fitness are required. ACKNOWLEDGEMENT OF POSITION DESCRIPTION This is not an exhaustive description of all tasks that need to be completed by the occupant. I _____________________________________ agree to perform the duties as set out in the above position description and will carry out those duties to the performance standards required. Employee Signature:______________________________ Date:_________________ Value 1: Excellence Value 2: Empowerment Value 3: Commitment Value 4: Integrity