AddressPurpose:
1. To provide service excellence to patrons purchasing food and beverages from the Piazza and bars.
2. To plan, organise and control the Food & Beverage operations.
3. To work as a valued team member and to assist other team members to effectively and efficiently deliver high quality service in a safe manner.
4. Following the 3 rules of Food and Beverage and driving these rules with the FOH staff.
Functional Responsibilities and Performance Standards:
Responsibilities:
1. Ensure all staff provide quick, friendly and reliable customer service excellence.
2. Generate customer loyalty; respond appropriately to customer concerns.
3. Deal with and communicate customer complaints/concerns to the appropriate Departmental Manager.
4. Demonstrate a sound knowledge the Ultimate Plus Rewards Tiered Loyalty Program
5. Sound product beverage knowledge and use of BEPOZ system
6. Hold daily briefings with the Food & Beverage team members to ensure they are across all current promotions, events, functions and any other F & B specials
7. Ensure that attendance is recorded daily and that absenteeism is advised to Food & Beverage Manager and Payroll.
8. Ensure all team members follow the correct policies, procedures, regulations, and requirements (Employee Information Handbook).
9. Performance manage staff as required (poor performance and failure to meet policies and procedures)
10. Reporting incidents to the Food and Beverage Operations and Customer Engagement Manager
11. Ensuring staffing levels are adequate for trade by sending staff home or extending hours as per needs of the business.
12. Conduct daily stock checks and stock takes.
13. Manage till operations and bring all monies to account in keeping with Marconi Policies and Procedures.
14. Perform duties as instructed, and to be proactive in preventing injuries to self and others.
15. Promote a safe environment by maintaining general housekeeping measures within all bars and Piazza
16. Report any safety maintenance of equipment.
17. Identify and report hazards.
18. Follow the Club Policies and Procedures in relation to WH&S and Risk Management.
19. Deliver service to meet agreed timelines with the highest quality.
20. Hold maintenance checks to ensure that no equipment breaks down.
21. Report maintenance issues and requirements to the Food and Beverage Operations and Customer Engagement Manager.
22. Provide feedback to the Food and Beverage Manager and Head Chef regarding menu upgrades, new alcoholic and non-alcoholic beverages.
23. Apply “clean as you go” discipline to washing and storage of equipment and resources.
24. Ensure personal hygiene standards and expectations are met by all team members.
25. Communicate with team members to solve problems and improve quality & service
26. Work with team members to effectively implement change
27. Contribute to a positive work environment
28. Set weekly goals with Beverage and Piazza FOH team members
29. Provide coaching and mentoring to team members on an ongoing basis to ensure all staff have the tools to adequately perform their roles.
30. Adhere to Team Values and Club Marconi standards of behavior in the workplace
31. Make effort to improve job skills, knowledge and education of self and team members.
32. Contribute to the profitability of the work area by minimizing waste and being productive.
33. Identify better ways to do things and make appropriate recommendations.
34. Complete all mandatory online and face-to-face courses within the designated Deadline.
35. Drive the 3 rules of Food and Beverage with the FOH team
36. Continual ongoing training for FOH team and new staff including General cleaners.
Additional Responsibilities:
Any other duties as assigned by the Food and Manager, Senior Management, Executive Management and/or Chief Executive Officer
Privacy Responsibilities:
Adhere to Club’s Privacy Policy and Procedures. Ensure that information, both personal and business, is not used or disclosed for any purpose unless authorized in writing.
Capabilities Required:
• Microsoft Office Suite
• Work health and safety regulations and requirements
• Club Marconi Policies and Procedures
• Functions and Event Management
• Planning, Organising and Controlling skills
• Excellent administration and time management skills
• High level of written and verbal communication
• Ability to work in a team and be self-managed
• Excellent Customer Service Skills
• RSA/RCG qualified
• Responsible Service of Alcohol legislation
• Responsible Conduct of Gambling Legislation
• Hygiene and Food Safety
Criminal Check: Making an appointment and ongoing employment to this position may be subject to satisfactory police/criminal check approval.
Competencies Required:
• Delighting the Customer
• Passionate & Resolute
• Leading & Engaging
• Great Communication
• Driving Improvement
• Developing Self & Team
• Speed, Decision, Action
• Planning & Efficiency
• Technical / Professional Knowledge
