Hospitality Supervisor

Permanent, 37-hour annualised contract

£10.50 per hour

An exciting opportunity to join and support our existing team has arisen. We have a variety of food offerings right across Eden which means that joining our hospitality team is demanding and stimulating, but above all else, it’s very exciting.

As a Supervisor you will be responsible for maintaining one of our food venues and the daily deployment and management of Hospitality Assistants. You will be working with a vibrant, passionate and energetic team, and have the ability to ensure our visitors experience the world class customer service expected from Eden during even the busiest of days.

Job Family Definition
Roles within the Hospitality job family are dedicated to sourcing, creating and serving innovative, exciting and delicious food and drink in a variety of catering environments across Eden, enhancing visitors experience, understanding and enjoyment of their visit.

Role Purpose
Supervises hospitality venues to ensure the delivery of an efficient and effective Front of House (FoH) service, providing visitors with a range of enjoyable and comfortable dining experiences within Eden's various catering outlets. On a daily basis one supervisor can be overseeing the deployment of staff within multiple venues

Key accountabilities
1. Supervises the (FoH) service team, providing the requisite instruction and coaching to enable staff to deliver the highest standards of customer service.
2. Supervises the deployment of the (FoH) service team to maximise efficiencies within each venue.
3. Ensures the efficient running of each Hospitality venue in accordance with policies and procedures laid down for each location. Oversees the completion of venue opening, closing and cleaning procedures to ensure venues are always presented to a high standard of cleanliness.
4. Ensures all staff follow processes relating to food safety standards and allergen handling processes in venues. Ensures monitoring and documentation of processes are completed in line with the company’s Food Safety Management System and takes responsibility for signing these off on a daily basis, initiating action where required.
5. Accountable for the accurate completion of monthly stocktakes and the daily stock control of stock in venues to include daily ordering of stock down from the central warehouse and production units, completion of paperwork around stock transfers and requisitions between different venues and departments.
6. Supervises cash handling and the accurate management of tills and cash float within each venue, being accountable for any discrepancies that arise relating to daily takings in each till.
7. Supervises the effective communication and dissemination of information to the Hospitality teams via daily briefings, ensuring that all staff are informed and updated with all relevant information.
8. With the appropriate training and support you may be required to work in the retail and admissions, stewards and car parking teams according to business need. Position requires flexibility to action other reasonable requests as delegated by a senior manager to assist the wider team deliver a world class customer service.
Demands of the Role
Education & qualifications
A current CIEH Level 3 certificate in Supervising Food Safety in Catering and in Health and Safety in the Workplace is essential for this role. The jobholder is required to have a high standard of literacy and numeracy and will be required to work towards a Level 3 NVQ in Customer Service.
Knowledge & skills
The job holder will need to have extensive knowledge and skills in the supervision of a large team of staff in a relevant environment as well as proven ability in IT skills and EPOS programming.
Decision
- making
Responsible for making venue specific decisions daily including decisions relating to staff deployment and daily ordering of stock into venues, such decisions are always related to the daily visitor numbers.
Complex decisions that need to take into consideration a range of stakeholders including customers, employees and business partners will be escalated to the line manager.
Resourcefulness
Required to input and feed back to the line manager to assist in ways to devise innovative and creative ways to improve the visitor dining experience and revenues.
People & asset management
Shared supervisory responsibility for the (FoH) service team. The number of staff within this team varies seasonally but can be up to 130 individuals who are the joint responsibility of all supervisors. Responsibility for care and maintenance of some Catering equipment.
Communication & visitor experience
Communication is with a wide variety of people, internally with colleagues to maximise venue operational efficiencies and externally with visitors day to day and dealing with customer complaints. The job holder is required to communicate verbally and in writing.
Operational environment
This role will include office based work only