Food & Beverage Team Leader at University of Birmingham

Role Summary

You will be responsible for supervising a team in providing excellent customer service in any one of our areas/outlets. You will ensure the provision of a high quality food and beverage service, cash managing, supervising staff, cleaning and stock control within a team, along with any other duties required ensuring the smooth running of the catering service we offer to our diverse range of customers including administrative duties. In order to flexibly use resource you may be required to work elsewhere in the department or wider University.

Main Duties

Customer Service

• Greet and serve customers in a professional, responsive, courteous, friendly manner, including answering queries and dealing with situations that arise to deliver the highest level of customer service.
• Deliver the highest level of customer service through proactive supervision of your team. You will be able to react to situations as they arise, adapting the service as necessary. Responsible for the shift, planning staff rotas and referring any concerns to line manager(s).
• Building rapport with customers whenever possible and encouraging customer feedback.
• Ensure that a high standard of presentation is consistently maintained at all times, including that of your team.

Business Requirements

• Ensuring food and beverages are produced following quality, recipe and presentation standards, and that they are served consistently to customers. Ensure all operating specifications, including food safety, are followed at all times.
• Responsible for placing accurate orders for food and commodities from internal stores, production areas, and suppliers as directed by your manager.
• Ensure that monthly stock takes are completed accurately and in a timely manner.
• Ensure the team adhere to correct standard of stock rotation whilst maintaining adequate stock levels and making sure that food products are used prior to the best before date.
• Report any equipment or vehicle failures and hazards to Manager/Supplier in a timely manner, where appropriate take action to rectify the problem.
• Ensure all portion controls are adhered to as the Manager and in line with Operations Manuals.
• Ensure the team maintain control on all food and drink wastage and record accordingly.
• Ensure that all Hazard Analysis and Critical Control Point (HACCP) hygiene and allergen recording systems and food and drink receipt procedures are carried out and correctly recorded.
• Ensure team adhere to all Health/Food Safety Codes of Practice and Control of Substances Hazardous to Health (COSHH) regulations at all times.
• Assist with the transportation of commodities and equipment from one location to another as required, following hygiene and health and safety protocols.
• Ensure the team operate electronic point of sale (EPOS) terminals accurately including the safe custody of money and data. This includes the opening / end of day procedures, cashing up and ensuring the security of all monies and data in the safe at all times. To ensure that the area and its contents are secure as you will be required to open and close areas.
• If serving alcohol, ensure compliance with the relevant licensing laws and ensure that your team are compliant.

Team Work

• Motivate the team to increase sales by upselling products and encourage them to make recommendations to improve the standards of service.
• Promote the outlet and related events, ensuring all point of sale equipment is used correctly.
• Participate in training and development activities as required.
• Maintain a professional working relationship with all members of staff, including the wider University Catering Management Team.
• Carry out job chats and Performance Development Reviews (annual) with the team members. Working with the Catering Management Team, identify any training needs for the team. 
• Support staff by positively reinforcing successful performance, and coaching staff to improve where needed.
• Attend all team briefs/training and departmental meetings as required.
• Be actively involved in an annual personal development review with your line manager.
• Undertake any other reasonable duties or requests (other than those stated in the job description) as requested by a senior member of staff including driving UoB vehicles when required (where you have a clean driving license).
• In the absence of the catering management team you will deal with immediate issues of team performance, in line with the relevant HR procedures, reporting any major issues to your manager(s).
• Treats everyone with dignity and respect, supporting equality and valuing diversity.
• Monitor staff absence, completing sickness returns and maintaining appropriate records.

Operational requirements

• Annualised Hours - Operational windows will vary by business unit/activity, and hours are as required, based on a 35 hour week 7/365 operation (BH and Closure days) on a rota basis, includes weekend and evening work activities to align with Campus Services and University.
• To undertake works activities across all UoB campuses as requested that are commensurate with the grade and role activities to support the Division and wider UoB activities.

Required Knowledge, Skills, Qualifications, Experience

• Demonstrate a sufficient level of literacy. This can be evidenced by achieving Mathematics and English GCSE (or equivalent level 1 qualifications) or by demonstrating relevant work experience evidencing the skills and ability to undertake the role
• Proven experience of working in a food and beverage environment, including ordering of food stuffs and compiling work schedules for other team members 
• A current Food Safety level 3 certificate, Personal License, and NVQ Food Preparation/Service is desirable but full training will be provided
• Knowledge of the following is essential: Health and Safety at Work Act, Hazard Analysis and Critical Control Points guidance, Control of Substances Hazardous to Health guidance and a relevant Manual Handling course 
• Excellent communication and interpersonal skills with the ability to work on an individual basis and also within a team 
• Ability to present in a smart way – uniform will be provided for this purpose 
• Experience of resolving day to day problems is essential
• Full clean driving license desirable
• Work patterns may vary so a flexible approach to working hours and days is essential
• Ability to learn and understand how diversity considerations affect own area (e.g. dietary requirements/dress code)