Description

Job Summary

Responsible for the successful retail food service operations under the direction of the Food & Nutrition Services Retail Food Services Manager. Accountable for all lead retail associates. Performs a variety of duties to include the planning and supervision of retail outlet operations, maintaining cash controls, labor controls, and training of hourly team members. Ensures customer satisfaction and good public relations through the safe and efficient uses of resources. 

Job Specific Duties

• Recruits, manages, trains and develops department staff in a manner which builds and sustains a high performing team and minimizes turnover. 
  
• Completes performance and initial review of retail area personnel. Evaluates, mentors and/or disciplines retail employees as applicable and according to hospital and departmental policy. 
  
• Provides and establishes standards for exceptional customer service and provides training to meet expectations as measured by the inter-departmental survey results. Coaches and mentors department staff on customer service best practices.
  
• Conducts new employee orientation sessions and coordinates and develops on-the-job training for new hires to ensure appropriate training. Trains staff in customer service, proper portioning, cashier skills, safety, and sanitation. 
  
• Prepares reports at the end of the shift/week, including staff control, food control and sales.
  
• Verifies employee hours and payroll in Kronos and makes edits as required.
  
• Maintains high standards of quality control, hygiene health and safety to ensure adherence to organization’s policies and procedures, departmental and regulatory agency standards. 
  
• Conducts inventory and maintains necessary supplies to ensure efficiency of operation across all retail outlets. 
  
• Provides superior customer service by assisting customers with their shopping experience and handling all customer transactions in a timely and courteous manner. 
  
• Responsible for all cash audits, safe verification and daily deposits reconciliation.
  
• Under the manager, prepares and completes action plans; implement production, productivity, quality and guest service standards.
  
• Assists with the general maintenance and appearance of the retail areas by ensuring a safe and pleasing environment for both customers and staff. 
  
• Responds to any unexpected emergencies to ensure the protection of any organizational assets. 
  
• Ensures all beverage guidelines are maintained and followed as per program agreement. 
  
• Maintains integrity of retail branded concepts.
  
• Ensures seasonal promotions are in place according to inventory availability, updates necessary software to ensure smooth operations (POS, Get App, digital signage and department intranet portal page). 
  
• Assists in vendor management, including updating contractor information in SharePoint.
  
• Interacts frequently with customers to ensure high level of satisfaction level and provide service recovery as needed. 
  
• Conducts test tray audits according to leadership schedule and follows up with all action items within 24-hours. 
  
• Monitors customer service evaluation mechanisms to ensure that ongoing information is retrieved, and service recovery are conducted as needed. 
  
• Conducts Safestaff training for all food service employees. 
  
• Collaborates with Executive Chef and Sous Chef to ensure food quality is at optimal level for all meal periods.
  
• Collaborates with Executive Chef and Sous Chef to menu product mix adheres to organization healthy food initiatives.
  
• Collaborates with Executive Chef and Sous Chef to ensure exceptional customer service from retail cooks (Grill Cooks, Salad Bar Cook, cooks working any customer facing station).
  
• Performs daily rounding of work areas to inspect Quality & Compliance practices. Audits the work of staff to ensure adherence to safety and quality standards. 
  
• Complies with regulatory agencies, including federal, state, and DNV-GL as evidenced by successful completion of surveys with no deficiencies. 

Qualifications

Minimum Job Requirements

• Active ServSafe Certification - Food Protection Manager required within 30 days of hire
  
• 1-3 years of prior extensive professional experience in retail/food service operations
  
• 1-3 years of experience in a supervisory role

Knowledge, Skills, and Abilities

• Bachelor's degree in hospitality management highly preferred
  
• Experience with cash retail operations, cash controls and cash audits preferred
  
• Experience in customer complaint management preferred
  
• Bilingual: English/Spanish preferred
  
• Food Safety Certificate preferred
  
• Proficiency in food safety
  
• Ability to relate cooperatively and constructively with customers, peers, and other hospital personnel
  
• Displays positive customer service, fosters employee relations, and assures staff adheres to the Customer Service Behavioral Standards
  
• Must demonstrate strong verbal communication skills allowing for effective communication with customers and employees
  
• Must possess working knowledge of operating retail POS systems, Microsoft Word, Excel and Outlook email
  
• Ability to learn appropriate software application(s)
  
• Available to work flexible hours that may include early mornings, evenings, weekends, and/or holidays
  
• Able to communicate effectively both verbally and in writing in a clear, concise, and prompt manner
  
• Able to interact effectively with internal and external customers
  
• Possesses awareness and sensitivity of cultural diversity
  
• Able to maintain confidentiality of sensitive information
  
• Able to apply logical thinking to interpret data and solve a broad range of problems
  
• Able to interpret, adapt to, and react calmly under stressful conditions
  
• Able to motivate, coach, train, provide constructive feedback, and lead staff to ensure the achievement of departments goal

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