Shift Leader

6 months ago

Birmingham, United Kingdom Midlands Arts Centre Full time

**KEY RESPONSIBILITIES**

To ensure the smooth running of the restaurant and other service areas. This will involve supporting the management team in offering a great customer experience in the restaurant, bar and for events and conferences throughout the building.

**Duties**:

- Ensure the smooth running of the restaurant and all other service areas including any pop-up tills or concessions. Includes opening and closing of service areas, checking, and receiving deliveries, issuing floats, cashing up and completing all relevant records as required.
- Directing, informing, and working with the restaurant staff in their duties for the shift.
- Ensuring all food and beverages on sale and display are fully stocked to the correct standard and attractively presented at all times in a clean and tidy environment.
- Operating the till correctly, to handle cash, cheques, credit cards etc. to provide the required service.
- Work closely with the Maitr’d to ensure table s are ready for bookings.
- Preparing and delivering catering requirements for corporate events when required.
- Monitoring product quality and reporting any issues to Catering Concessions Manager /Restaurant Manager.
- Monitoring the behaviour of customers to ensure that this is acceptable at all times and report any problems to the Restaurant Manager or Catering Concessions Manager
- Handling customer issues and complaints to the best of your ability in the first instance and to report to the Duty Manager any customer complaints or discrepancies that you cannot deal with, always putting customer satisfaction first.
- Act as first point of contact for staff and issues that they may have during their shift.
- Always uphold the restaurant ethos and MAC core values.
- Assist in the general running of MAC as a whole, including helping Customer Services and Events and Sales teams where needed.
- Carrying out any instructions or tasks as reasonably requested by the Head of Catering and Hospitality, Restaurant Manager or Catering Concessions Manager.

**Staff Management**
- To ensure excellent customer service to MAC customers and staff.
- Assisting with induction training of new staff and ongoing training for existing team.
- To communicate effectively within the food and beverage and customer service areas and within other departments.
- To assist where requested in the scheduling of staff.
- To ensure staff are well presented and follow the correct uniform regulations.
- Help maintain a high level of morale in the service areas.

**Health & Safety**
- Maintain accurate HACCP, COSHH and all other documentation need to keep MAC compliant.
- Maintain EPOS system.
- To assist in responsibly ensuring the hygiene, cleanliness and health and safety of the service areas.
- To ensure that stock is rotated, labelled and stored in compliance with food hygiene procedures.
- To comply with all fire and safety regulations acting as a Fire Marshall during an evacuation.
- To report any important issues to the Trading Management Team immediately.
- To implement and follow strict rules on personal hygiene.

**Administration**
- As required help maintain all records relating to deliveries and storage of stock
- To comply with all company policies and undertake any other reasonable duties as required
- To maintain operational procedures, including practices as stipulated by Environmental Health and Weights and Measures

**Equal Opportunities & Diversity**
- All staff are expected to further, promote, and ensure the implementation of, the equal opportunities and diversity policies of MAC.

**Note**

This job description outlines the principal responsibilities and duties of the post holder. It is not meant to be, nor is it, an exhaustive list of specific responsibilities and duties. The post holder will be expected to undertake any other duties which could reasonably be expected as being within the remit of the post and which arise out of changes in legislation, regulations, orders, rules and working practices, methods and procedures and reviews, as directed from time to time.

**Hours of work will include weekend and evening work.**

**Person Specification**

A person specification describes the areas of knowledge, skills and experience a person should possess in order to take up the post.

**Essential**
- At least two year’s previous supervisory experience in a food and beverage environment.
- Previous experience of working to high standards of customer service.
- Previous experience of working in a busy customer service environment, ideally food and beverage related.
- Experience of complaint handling.
- Previous experience of stock rotation.
- Passionate about food and beverage and interested in current trends in the industry.
- Ability to remain calm and work under pressure.
- Excellent communication skills.
- Computer literate.
- Excellent organisational skills and a self-motivator, able to work effectively in a team environment.
- Previous experience of an EPOS sys

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