Golden Jubilee National Hospital NHS National Waiting Times Centre

Transcription

1 Golden Jubilee National Hospital NHS National Waiting Times Centre Chief Executive Jill Young Agamemnon Street Clydebank G81 4DY Scotland Telephone Fax Recruitment line: Dear Candidate POST: FOOD AND BEVERAGE HOST BEARDMORE HOTEL CLOSING DATE: 8 TH APRIL 2014 The National Waiting Times Centre Board welcomes your enquiry in connection with the above post. Please find enclosed an information pack. Should you wish to submit an application for the above post, please ensure you do so in advance of the closing date. Late applications will not be forwarded for short listing. Should you contact the recruitment team to discuss any queries regarding your application it is advisable that you retain the job reference number as you will be asked to quote this when you call. Please note that we no longer acknowledge receipt of applications and therefore you will not receive any further communication until after the post has been shortlisted. In the meantime, I wish you success with your application and should you require any further information or wish to check the progress of your application please do not hesitate to contact the recruitment team on the contact telephone number shown above. Yours sincerely Paula Wood Human Resources Assistant

2 NATIONAL WAITING TIMES CENTRE BOARD INFORMATION PACK FOR THE POST OF FOOD AND BEVERAGE HOST REFERENCE NUMBER SHOW/1534 CLOSING DATE: 8 TH APRIL 2014

3 NATIONAL WAITING TIMES CENTRE BOARD GENERAL INFORMATION FOR CANDIDATES This information package has been compiled to provide prospective candidates with details of the post and background information about The National Waiting Times Centre Board. The contents of this package are as follows:- o Job Description/person specification o Terms and Conditions of Service o Application Form o Equal Opportunities Monitoring Form o Information on Agenda for Change The Equal Opportunities Monitoring form is required for monitoring purposes only and will not be made available to the interview panel during any part of the recruitment process. Please note, to ensure that we adhere to our current policy on Equal Opportunities; CV s received with Application Forms will be destroyed prior to Application forms being passed for Short listing. NWTC operates a NO SMOKING Policy on all Premises and Grounds. All offers of employment will be subject to the receipt of satisfactory References, Occupational Health screening and Disclosure Scotland clearance. Please send your completed application to:- Recruitment Team, HR Department Golden Jubilee National Hospital Agamemnon Street Clydebank G81 4DY When returning your completed application and any associated enclosures by Royal Mail you must ensure that the correct postage cost is paid. We have been informed by the Post Office that they are retaining those which have been underpaid. This has resulted in completed applications not being returned until after the closing date, and not being included for short listing. The short listing process will take place shortly after the closing date. As a Disability Symbol user we recognise the contribution that all individuals can make to the organisation regardless of their abilities. As part of our ongoing commitment to extending employment opportunities all applicants who are disabled and who meet the minimum criteria expressed in the person specification will be guaranteed an interview.

4 The organisation has introduced a set of shared values. These values will be measured during the Competency Based Interview. The values are: o We will treat everyone with dignity and respect o We will take responsibility to do our jobs well o We will demonstrate our commitment to quality o We will work effectively with others in teams o We will display a can do attitude at every opportunity

5 GOLDEN JUBILEE NATIONAL HOSPITAL 1. Terms and Conditions of Service TERMS AND CONDITIONS OF SERVICE The terms and conditions applicable to this post are those of all NHS Employees. 2. Superannuation You have the option to join the NHS Superannuation Scheme, to participate in the State Earnings Related Pension Scheme or to take out a Personal Pension. Employee s contributions to the NHS Scheme amount to 5% to 13.3% of salary (depending on rate of Pensionable Pay) and the employers contribution equates to 13.5% of salary. Employees in the NHS Scheme are Contracted-out of the State Earnings Related Pension Scheme and pay a lower rate of National Insurance contributions. Employees who choose to participate in the State Earnings Related Pension Scheme pay the higher rate of National Insurance contribution. A Stakeholder Pension is also available. 3. Salary 14,653 to 15,013 per annum (pro rata) 4. Grade This post is offered on a Band 1 5. Annual Leave The annual leave entitlement in a full year commencing 1st April to 31st March is 27 days, rising to 29 days after 5 years service and 33 days after 10 years service. There are 8 Statutory and Public Holidays in each leave year. (Pro rata where applicable) 6. Hours of Duty Patterns of work are variable across 7 days and shifts between the hours of 6.30 a.m p.m. 7. Tenure of Employment Various contracts available up to 6 months. 8. Asylum and Immigration Act 1996 Under the Asylum and Immigration Act 1996, we are required to carry out checks to ensure that all prospective employees are entitled to live and work in the United Kingdom. You will therefore be asked to provide appropriate documentation prior to any appointment being made.

6 NHS National Waiting Times Centre Benefits NHS Superannuation scheme: All staff are eligible to join this scheme from date of commencement. Employee contributions vary from 5% to 13.3% depending on annual pensionable pay. Benefits include a lump sum and pension when you retire, life assurance of 2 years pay while you are working, pension and allowances for your spouse and children in the event of death, and benefits for ill-health retirement. Members of the scheme receive tax relief on contributions and Lower National Insurance contributions. Annual leave entitlement (including public holidays): 35 days annual leave on appointment 37 days annual leave after 5 years 41 days annual leave after 10 years Free car parking Continuing professional development opportunities Discounts at the associated Beardmore Hotel Leisure Club membership Get fit and healthy at the Beardmore Leisure Club for only 28 per month. Childcare vouchers If you are a working parent with children under the age of 16 you could save up to 1,196 per parent, per annum on the cost of childcare. For more information about the benefits and discounts available to NHS staff, visit

7 Beardmore Hotel and Conference Centre JOB DESCRIPTION 1. JOB IDENTIFICATION Job Title: Food and Beverage Host (HOTEL) Department(s): Food and Beverage Job Holder Reference: HOTEL/BRASS No of Job Holders: JOB PURPOSE To work within Food and Beverage outlets as required, including Restaurants, Bars, Room Service, Conference and Banqueting To ensure that guests standards are always met, if not exceeded. To ensure that the guest is made comfortable and welcome at every opportunity whilst acting as the guests Host. To ensure company and departmental standards, policies, and procedures are followed, in order to create efficiency and effectiveness, whilst maintaining company image and service standards at all times. Each Food and Beverage Host is responsible and accountable for ensuring that excellent 4* service is delivered to the customer at every opportunity. 3. ORGANISATIONAL POSITION Responsible to: Food and Beverage Manager Mentor/ Trainer: Food and Beverage Supervisor / Assistant Food Service Manager Colleagues: Food and Beverage Manager, Bar and Restaurant Manager, Conference and Banqueting Managers, Food and Beverage Supervisors, Conference Manager, Conference Supervisor, Food and Beverage Hosts Working Liaison: Kitchen team, Events Department, Duty Managers. To work with all employees in other departments as required. Organisation Chart attached.

8 4. SCOPE AND RANGE Within the four star Beardmore Hotel and Conference Centre, Food and Beverage services are available 24 hour, 365 day per year, to hotel guests, conference delegates, visitors, and patients from F&B Hosts and the night team. Outlets within the Beardmore Food and Beverage department include: The Restaurant 32 Covers, AA Rosette. All Day Lounge Bar 100 covers. Branded Coffee shop within the Hospital. Room Service for 168 bedrooms. Conference & Banqueting for up to 300 delegates at any one time. Constant supervision is available, but must be able to work on own initiative when required. Stock Control - Responsibility lies with the Allocated supervisor / manager on shift. Adheres to departmental policy for the strict control of all monies and stock in all departments (daily). Two x 50 floats. Liquor stock worth up to Bar cash takings up to 2,500. Capital and Revenue Budgets - Responsibility lies with the F&B Manager Assist in achieving payroll targets by ensuring maximum productivity at all times. To assist in achieving the annually agreed liquor gross profit through strict control of monies and stock in the lounge bar, and ensuring all services are charged and posted correctly. Covers circa 85,000 per annum 5. MAIN DUTIES/RESPONSIBILITIES General To ensure day-to-day participation in the operation is in accordance with statutory, company and hotel guidelines with regard to health and hygiene. (daily) To comply with the Weights and Measures Act and local licensing laws. (daily) F&B Host duties as instructed by the supervisor / manager on shift, includes setting/clearing tables and service of food and beverage items. Includes all restaurants, breakfast service, room service (including taking telephone orders, preparing the tray to standard, and delivering the tray/trolley to the bedroom), lunch and dinner service, corporate and private functions, including weddings/funerals. Setting up of conference rooms including moving chairs and tables and table set-ups (daily 80% of time) Bar duties, including drinks table service in the lounge. (daily 80% of time) Beer line cleaning (occasionally 1 hour) Count and record clean/dirty linen, for departmental records. (twice daily 15 minutes) To polish crockery and cutlery as and when required. (daily 1.5 hours)

9 Assist Supervisor in stocktaking and par stock takes of cutlery/crockery/glassware. (monthly) To report any accidents/incidents to the Food and Beverage Supervisor/Manager for recording. (as and when required) Requisitioning stock for bar, and restocking bar shelves/fridges as required. (daily) To assist in stock-takes, if instructed. (monthly) To report crockery and glassware breakages to Food and Beverage Supervisor. (daily ongoing) To report shortages of any item which would detrimentally affect service standards to supervisors should it arise. To ensure that cleaning rotas in the restaurants, room service, lounge bar and staff rest area are adhered to, to ensure maximum standards of cleanliness. Includes vacuuming, dusting, deck-scrubbing. (daily) To be fully aware of hotel facilities and tariffs. (ongoing) To have product knowledge of wine lists, menus and pricing. (ongoing) To minimise wastage in all areas, in order to maximise profits. (daily) To service the hotel staff rest area with beverages, crockery and cutlery(daily) Be part of fire team while on duty, (daily) To carry out any other duties as instructed. (daily) To undertake any reasonable duties, as required, for the National Waiting Times Centre Board. Communication To pass onto Food and Beverage Supervisor/Manager, verbally or via , any relevant comments/issues made by staff or customers, to ensure complaints are investigated and resolved timeously. (as necessary) To answer telephones in accordance with hotel standards, and to record restaurant reservations in accordance with the reservations book. (daily) To attend departmental handover at beginning and end of each shift. (daily) To be familiar with business on the Food and Beverage notice board. (daily) Service Standards/Customer Care To ensure hotel standards are met, if not exceeded, at all times, and to have knowledge of quality standards in restaurants, room service, lounge bar and conference departments (daily) To play Host to every guest within the hotel. (daily) To maintain customer loyalty ensuring quality 4* service delivery at all times. (daily) High level of customer awareness required, in order to meet guest needs and expectations. (daily) Central to achieving monthly/annual Guest Satisfaction targets through excellent customer care at all times. (daily) Training Participate in a short period of induction training covering product / business knowledge, customer needs and operational requirements.

10 Refresher training on product / business knowledge as changes occur. Attend NWTCB mandatory training as required Take part in on-the-job training/shadowing with new recruits. (occasionally) Financial Maitre d (host/ess) and cashier role in restaurants, if business levels dictate (monthly) Cash handling taking immediate payment for services. (daily). To ensure that all bills are processed according to the standard for the particular payment method. To ensure that all payment methods (visa/cash/room charge/switch/company account) are understood and accurately recorded. (daily) To increase sales revenue by upselling products within all areas, as per departmental policy. (daily) 6. SYSTEMS AND EQUIPMENT Squirrel (Electronic Point of Sale), including cash drawer Accounts accurate billing, recording Accurate requisitioning of food and beverage stocks to service business levels. Knowledge of chemicals required (via training) to carry out beer line cleaning, and kitchen chemicals to maintain cleanliness records Vacuum cleaner Glass cleaner Multi surface cleaner Rotowash machine Mobile/static buffet units Temperature probes PDQ machines (credit card payment machines) Walkie talkies / Waiter call pager 7. DECISIONS AND JUDGEMENTS Required to anticipate guests needs, and act accordingly. (ongoing daily) Know when to pass on issues relating to staff and/or customers to Supervisor so that they can be dealt with promptly. (daily) Use of Dazzling Recovery and basic problem solving. (bi-weekly) Work on own initiative at times, within bounds of current skills and knowledge, carrying out routine day-to-day tasks. (daily) Follow licensing rules and make decisions according to strict guidelines. Knowing when to call a manager/supervisor for support. (weekly) To ensure that the reputation of the company is upheld with regard to Liquor licensing

11 laws. 8. COMMUNICATIONS AND RELATIONSHIPS Guests Guest contact and a high level of customer care is an absolute requirement of this position. Guest satisfaction needs to be checked, and problems solved quickly. There will sometimes be a need to deal with foreign, angry, hostile, or upset guests. Eg. families at funeral gatherings, or intoxicated guests. Occasional communication with patients. Taking restaurant bookings by telephone. Colleagues within the Food and Beverage department Communicate with staff within the department, as required. Colleagues in other departments Inter-departmental communications is essential in a hotel environment. Close relationship with kitchen team is paramount. 9. PHYSICAL DEMANDS OF THE JOB Pushing/pulling wheeled items up to a maximum weight of 120kg (approx 5 minutes per shift) Lifting items up to a maximum weight of 10kg (weekly, approx 15 minutes per shift) Lifting items with a minimum weight of 4kg (daily, approx 1 hour per shift) Lifting heavy items, such as bar and food stock. Food plates are 13 inches diameter, Moving and handling of tables, chairs, trolleys, mobile buffet units, linen cages, trays. (daily) Laying and lifting of portable dance floor. (weekly) Standing for long periods of time with the opportunity to move around. (daily) Squirrel dexterity concentration and accuracy required (daily) {quick finger movements on the touch screen terminals} Cleaning duties using rotowash. (weekly) Working in a warm bar at busy times (weekly) Entering a hot kitchen environment to collect meals. (daily) 10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Continuous expected interruptions throughout shift, via waiter call pager and walkie talkie. (daily) Dealing with customer complaints (bi-weekly) Unsociable hours. (up to max 5 times a week) Working in a noisy environment eg. wedding reception (bi-weekly)

12 11. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB Knowledge: Basic Food Hygiene Certificate provided to post holder by employer Mandatory Licensing Training provided to post holder by employer A keen interest and knowledge of food and wine Good working knowledge of Health & Safety in the workplace Skills: Excellent communication, listening, and social skills Excellent attention to detail Customer Care skills Enthusiastic, and willing to learn Experience: None required, as relevant training given. 12. JOB DESCRIPTION AGREEMENT A separate job description will need to be signed off by each jobholder to whom the job description applies. Job Holder s Signature: Date: Head of Department Signature: Date: