UNICUS. Job Summary. Hospitality and Events Manager (SU Level 5 Restaurant, Conference. General Manager, Meetings and Events, Sales and Planning

Transcription

1 UNICUS Job Summary Title: and Events) Reporting to: Hospitality and Events Manager (SU Level 5 Restaurant, Conference General Manager, Meetings and Events, Sales and Planning Overview An opportunity has arisen for a Hospitality and Events Manager within UNICUS, a wholly owned subsidiary of The University of Sheffield. The role will have responsibility for the management of the front of house activities for the restaurant, conference, event and wedding facilities in INO Dine on Level 5 of the Students Union Building. The University of Sheffield has gone through transformational change over the past 3 years with the creation of a special purpose vehicle (UNICUS), running alongside the existing University business, with a combined commercial income of 9 m forecast for 2015/16. Every area of the business is in growth with a good level of customer satisfaction and repeat business. There has been recent significant investment across the whole business and we are now looking for a highly motivated individual to ensure that our hospitality service ensures that our customers are at the heart of our decisions and service delivery. A key objective will be to ensure a seamless service delivery exceeding customer expectations with the whole team displaying a can do attitude. The venue is based on level 5 of the Students Union with great views of Firth Court and panoramic views over Sheffield city centre. Within the building there is a range of six conference and events spaces ranging in capacity from guests, catering for conferences, events and weddings. Part of the aspiration is to receive recognition in the form of industry awards longer term, cementing our place in Sheffield as a destination venue for imaginative contemporary food, fine wine and excellent service. The position of Hospitality and Events Manager, reporting to the General Manager, Meetings and Events Sales and Planning will have key responsibility to: Lead the residential conference hospitality team in developing and delivering a high standard of hospitality food and beverage services in the residential conference venues, whilst seeking to develop the team and services to meet the business demands of our clients, within the budgetary guidelines of the department. In conjunction with the General Manager define and develop the hospitality product range to support the restaurant, conference, event and wedding business. Achieve financial targets set in conjunction with the General Manager and Sales Manager. Liaise with the Head Chef and production team to innovate and develop the standards of food presentation and service delivery The Hospitality & Events Manager will be employed within UNICUS predominantly to manage the facilities on Level 5 of the Students Union Building, however they will manage and support the provision of hospitality across a range of venues at The University of Sheffield as business levels dictate. Job Description Main Duties and Responsibilities

2 Job Description Main responsibilities Lead & manage the daily operation of the restaurant, conference hospitality and events business within agreed budgets. Enable the restaurant and events hospitality team to fulfil their potential by effective communication and decision-making, as well as effective deployment of resources. Coach, appraise and develop the team to ensure their growth and wellbeing, to foster team working, high performance and loyalty. Provide inspiration, motivation and encouragement to all hospitality staff to give their best and provide a high quality customer experience. Manage and recruit the restaurant and events hospitality team, working with the team to plan the staff rotas, ensuring work is allocated appropriately. Identify any training or development requirements and carry out appropriate training. To develop a culture to ensure consistent excellence in customer service. To develop the business through ensuring the effective delivery of products and promotions. Achieve commercial revenue targets. Assist the General Manager and Sales Manager in preparing an annual budget, and take responsibility to prepare an operational action plan to ensure the business achieves financial targets. Ensure management reports are analysed and actioned to maximise revenue potential, manage costs and optimise profits. Manage and recruit the restaurant and hospitality team to create a professional working environment, working with the team to plan the staff rotas, ensuring work is allocated appropriately. Identify any training or development requirements and carry out appropriate training to ensure that all individuals reach their full potential. To provide a safe and secure environment for both staff and customers. To ensure the full security of the restaurant and premises at all times, and all equipment and stock. Ensure the proper maintenance and servicing of all equipment. Reporting all defects and problems immediately. Work with the Head Chef to source and develop new products, and methods of service in order to keep the product range fresh, exciting and innovative. Monitor high street trends and maintain regular contact with our suppliers to ensure the range is appealing to our customers, and reflective of current trends. Set and review service standards, ensuring these are achieved on a daily basis for the restaurant, conferences, event and wedding business including bespoke events through operational audits. Set standards (SOP's), monitor service delivery, coach and train and recognise good service to provide the team with clear guidelines regarding job roles, responsibilities, expected outcomes and operating procedures. Perform a Duty Management role for all fronts of house areas based on an agreed rota. This will include working across the wider hospitality business in addition to the SU venue. Support the sales team in achieving maximum sales generation, liaising with key customers and booking cocoordinators at both show round and final details meetings as required. Attend operational planning meetings for future events and action plan accordingly. Develop relationships with internal and external clients to generate additional income, and in conjunction with the Sales Team ensure all events are followed up to ensure 100% customer satisfaction. Assist in the creation of and utilise customer feedback mechanisms to match products and services to customer needs. To be outward looking and provide innovation in the products and services delivered within the Restaurant, identifying potential sales/up sell opportunities to maximise income whilst ensuring the strategy supports the customer experience building repeat business. To work closely with ACS colleagues and the Business Development Manager to establish the new brand, and enhancing the business reputation as a quality first choice provider in keeping with its Mission and Vision. To ensure the delivery of service objectives measurable via a mystery shopper programme and set KPI s. To be outward looking and benchmark against local competitors and other university accommodation to remain competitive in a commercial environment. Monitor and action compliance with departmental and statutory legislation, including Food Codes of Practice, Health and Safety Weights and Measures, Fire and Environmental Health. Work with the other Hospitality and Events Managers and Retail Managers to ensure best use of fixed cost labour resource across the wider business to support peak trading periods. Any other duties, commensurate with the grade of the post. 2

3 PLANNING AND ORGANISING: Plan & organise product and service development in line with the longer terms goals of the catering and hospitality strategy within Commercial Services. Plan staff rotas ensuring staffing levels 2-4 weeks in advance are cost effective and appropriate to the business need, allocating staff requirements to meet planned objectives / quality of delivery, ensuring agreed strategy policies and business plans are implemented Advance planning of conference and events. Carry out more detailed planning over shorter timescales taking into account current staffing levels and change in operations. Review event activity weekly, monthly, and annually. Prioritise key recommendations and allocate appropriate resources. Identify service requirements or shortfalls and co-ordinate the delivery of innovative solutions. Take a lead in the development of policies & procedures. Contribute to the annual planning process with other Unicus and ACS colleagues. To produce annual and longer term forecasts in conjunction with the General Manager, Sales and Planning. Control of budgets and ensure that services delivered are perceived as value for money by the customer. Plan weekly and monthly meetings, using appropriate methods of communication, with key stakeholders and others as required ensuring high visibility and strong leadership. Work with other ACS and University departments to ensure business needs are met and developed (e.g. Conference and Sales Team, Estates and Facilities Management Department). Project manage activities to facilitate major service and operational changes. Plan yearly renewals, redecoration and refurbishment of function areas in a proactive manner.. Staff: Direct management responsibility for all Front of House Hospitality staff. Provide detailed guidance, support and monitoring. Identify training and development requirements. Financial: Introduce and lead cost control measures to minimise expenditure. In conjunction with operational management ensure financial procedures are strictly adhered to. Monitor and report on income and general expenditure, including KPIs. Other: Review and implement appropriate IT systems for future business needs. Person Specification Applicants should demonstrate evidence of the following criteria in their applications. We will use a range of selection methods to measure candidates abilities in these areas including reviewing your online application, seeking references, inviting short-listed candidates to interview and other forms of assessment action relevant to the post. Criteria Essential Desirable Qualifications and experience 1. In-depth hospitality and event management experience in a commercial environment 3

4 2. Excellent interpersonal skills to deal with both internal and external customers 3. Experience of planning/organising and delivering events up to 250 covers. 4. Vision and strategic awareness 5. Experience of managing and controlling budgets/resources and an understanding of financial management procedures. 6. Proven track record of delivering customer excellence/customer champion. 7. Sound track record of recognising and implementing successful business development opportunities. 8. IT skills/literate - E mail, Internet, Microsoft Office. Experience of hospitality packages. 9. Understanding of regulations, legislation and procedures. Including licensing acts, health and safety, employment law, EHO legislation and Food Safety codes of practice. 10. Awareness of, and proficiency in using social media. 11. NEBOSH Certificate or equivalent Health and Safety Qualifications 12. Personal Licence certificate 13. Craft Trainer Award Management skills 14. Experience of working with and influencing senior management. 15. Ability to provide clear direction and inspirational leadership. 16. Ability to plan and set objectives to deliver results through others. 17. Proven management skills to motivate staff to achieve their full potential. Communication skills 18. Excellent communication, interpersonal and negotiation skills with proven ability to influence and persuade at all levels. Team working 19. Strong team player. 20. Motivate teams and individuals by providing clear direction, business targets and establishing and maintaining positive relationships. Project management 21. Experience of change management 22. Ability to identify and build a project plan, set and maintain targets and keep on track to deliver to agreed timescales. Personal effectiveness 23. Ability to work well under pressure to tight deadlines in order to meet agreed targets. 24. Effective time management skills 25. High levels of passion, energy and drive 26. Commitment to continuous professional development. 27. Commitment to diversity and promoting equal opportunities. Resource Management Staff: Management responsibility for all hospitality staff employed to deliver restaurant, conference, events and wedding services in the venue, and the wider hospitality business across the University when required. Financial: Contribute to achievement/management of the departmental hospitality budget including staff, food/drink and operational expenses. 4

5 Further Information Terms and conditions of employment: Please see separate employee conditions document. Salary for this grade: The salary will be 24,500. This is a fixed term opportunity to cover maternity leave, from November 2015 to September 2016 Closing date: Thursday 8 th October 2015 Expression of Interest: To register your interest in this position please contact Samantha Campbell at samantha.campbell@sheffield.ac.uk Selection next steps Following the closing date, you will be informed by whether or not you have been shortlisted to be invited to participate in the next stage of the selection process. It is anticipated that interviews will be held between the 15 and 19 October Full details will be provided to invited candidates. 5