Part Time

JOB DESCRIPTION AND PERSON SPECIFICATION

Post Title: Café Shift Supervisor
Department: Towermill, Heart of Hawick
Reporting to: Customer Experience Supervisor

Job Purpose:
Shift responsibility for the day-to-day operation of the café. Supervise staff and ensure that all Health and Safety, and appropriate legislation are complied with.

Responsibilities:

1. Supervise the day-to-day operation of the café.
2. Ensure the shift runs effectively and efficiently.
3. Basic training of staff including induction where needed.
4. Responsible for welfare and work practises of all staff.
5. To act as a member of the team on a shift rota system with supervisory responsibilities for staff on shift.
6. Responsible for the training and implementation of kitchen hygiene and cleaning schedules.
7. Ensure where possible the frontline resolution of any issues concerning customer care.
8. To assist with ordering and stock management where required.
9. To be responsible for cash handling and till system reconciliation.
10. Attend training courses as and when required.
11. To ensure that the café kitchen, seating area and back areas are all kept to a high standard of cleanliness.
12. Ensure that services are delivered with customer service at the forefront.
13. Build and maintain good working relationships with colleagues within the organisation.
14. Comply with, and ensure compliance with, all Live Borders policies and procedures.
15. Ensure services meet Health and Safety standards established by Live Borders.
16. As an employee, you must take responsibility for the Health and Safety of yourself, other employees and anyone who may be affected by how your work activities are carried out. Employees shall work in accordance with policies, procedures, information, instructions and/or training received.
17. This job description is indicative of the nature and level of responsibility associated with the job. It is not exhaustive and there may be a requirement to undertake other duties required to meet the needs of the service, or Live Borders.

Other details:

Requirement to work out of hours or weekends – regular evening and weekend work will be required.

Requirement for PVG/Disclosure check – no

Person Specification
EDUCATION
Essential Assessed by Desirable Assessed by
SVQ 2 Food Prep and cooking or equivalent and willing to undertake training as required to meet service delivery needs A/I Elementary or Intermediate Food Hygiene certificate A
EXPERIENCE
Essential Assessed by Desirable Assessed by
Previous experience in a similar environment A
Proven ability to work unsupervised and as part of a team A/I/R
Previous experience in staff training/basic training A/I/R
SKILLS AND KNOWLEDGE
Essential Assessed by Desirable Assessed by
To work flexibly to changing routines I/R
Good communications skills, both verbally and written A/I
Knowledge of the catering industry and current challenges I
Excellent customer service I

PERSONAL ATTRIBUTES
Essential Assessed by Desirable Assessed by
Ability to operate effectively as a member of a team I
Capabilities to work with minimum direct supervision I
The ability to motivate others I
The setting and delivery of high standards I

KEY
A – Application
I – Interview
R– Reference
T – Test

SUMMARY OF CONDITIONS OF SERVICE

Location: Heart of Hawick, Towermill (colleagues may be required to work at any Live Borders site during their career with us).
Hours of Work: 30 hours per week, worked as agreed with line manager
Payment Method: Paid monthly on the last banking day of each month.
Annual Leave: Up to 2 years’ service = 30 days (pro-rata for part time)
Increases by an extra day after completion of two years’ service by commencement of the leave year. An additional day accrued for each completed year of service up to max of 5 additional days.
Public Holidays: 4 designated public holidays per year (pro-rata for part time)
Notice Period: 4 weeks, as detailed in any offer of employment
Pension: Option to join Group Personal Pension; employee contribution
from 5% with the option to join the Local Government Pension Scheme after 5 years’ service.
Equal Opportunities: Live Borders is an Equal Opportunities Employer and considers applicants on their suitability for the post regardless of sex, race, religion, disability or sexual orientation.
Sickness Allowance: Employees with less than 6 months’ service get Statutory Sick Pay (SSP) only. Occupational Sick Pay is available to employees with more than 6 months’ service (when the sickness commences) and starts from 5 weeks’ full pay/ 5 weeks half pay and increases to a maximum of 26 weeks’ full pay/ 26 weeks half pay after 5 years’ service.
Presentation: Live Borders has strict standards of presentation; which staff are
required to comply with. Uniforms are provided for the majority of posts where provided these must be kept clean and well presented. Where a uniform is not provided appropriate business dress is expected.

Other Benefits: Free access to all our sports facilities
Cycle To Work Scheme
Access to ASVA
Healthy Extras – includes retail discounts and access to health and wellbeing services

Please note that this is a summary of Live Borders conditions of service. If you are successful at interview and are offered employment, the specific conditions that apply to you will be detailed in your contract.

JOB PURPOSE

This is a fantastic opportunity to work as part of our leadership team at the iconic Crathes Castle, Garden and Estate, which attracts hundreds of thousands of people from across the globe every year.

You will be responsible for the day-to-day catering operations at our popular Crathes Castle Café 1702 and catering outlets. You will deliver our quality standards and performance targets, ensuring we offer customers a fantastic Food & Beverage experience.
You will be an enthusiastic team player who can supervise, coach and motivate your team. You will also be part of a broader duty management team responsible for promoting good communication across the site and a joined-up visitor services provision.
As a charity, every penny we raise goes back into the National Trust for Scotland’s conservation work, caring for this special place. You will lead by example to produce an enticing Food & Beverage menu, to recommend and upsell our range, and to promote complementary income-streams like retail, memberships and donations. You’ll help answer visitors’ questions about things to do here and share your enthusiasm for Crathes Castle stories, the work we do and what their money is funding.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Catering operation
• Assist with operating the F&B Outlets to maximise sales and profitability whilst ensuring NTS standards, policies and procedures are maintained.
• Ensure the F&B Outlets are effectively teamed up to deliver quality products and genuine hospitality experience.
• Assist with menu preparation, cooking and presentation of a high-quality food and drink offer at all F&B Outlets.
• Ensure compliance with health and safety, food hygiene, food allergens, licensing and environmental health standards, completing all related record-keeping.
• Ensure security of the premises, team and Guests is always maintenance.
• Assist with maintenance tasks within the F&B Outlets
• Accountable for cost-effective stock management, ordering, storage, and wastage control.
• Accurate completion of daily and weekly administration tasks as directed by the VSM – F&B.

Visitor experience
• Offer excellent Guests experience and ensure all members of the catering team following Department standards of operation.
• Support property-wide targets for completion of visitor surveys to understand more about our visitors.
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the Café 1702, addressing issues and emergency procedure, and providing relief cover, as required.

People management
• Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through daily work and development.
• Enable the team to be able to work at top speed without compromising on quality and standards.
• Assist with preparation of catering rotas and holiday allocation to meet business needs.
• Assist with labor productivity and budget control for staffing allowance.
• Assist with ensuring all team members are trained to minimum legal requirements including effective induction, training, task-setting and coaching on front and back-of-house routines.

Finance Management
• Share responsibility for achieving an F&B budget of around £450,000 a year.
• Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
• Supervise daily F&B Outlets tills operations and perform end-of-day income reconciliation as a duty manager.
• Assist the VSM – F&B with menu costing, controlling and stock taking.

Performance indicators and targets

• Weekly, monthly and annual sales and cost of sales targets
• Food compliance standards and record-keeping
• Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback
• Staff satisfaction from staff surveys

Tools / equipment / systems

• Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
• EPOS tills and chip and pin machines.
• Fully equipped commercial catering kitchens.

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to the iconic Crathes Castle, Garden and Estate and help generate the income that enables us to care for the property and other National Trust for Scotland properties.

Visiting our Cafés is an essential part of the visitor experience and the role of the Visitor Service Assistant – Food & Beverage is to make it a positive and memorable part of a visitor’s day with us.

You will help us maximize sales through excellent customer service and product knowledge, taking a pride in store presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To maintain excellent standards of site and personal presentation at all times;
• Welcoming visitors to the site and processing their catering purchases in a friendly, efficient and knowledgeable manner.
• Serving visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Serving international visitors and aiding with specific needs.
• Serving groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid;
• Ensuring all food and produce is prepared and displayed to a high standard;
• Wearing correct uniform, name badges, or PPE as required;
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; Admissions, Retail, Maintenance and site repair employees/contractors.

Catering /Retail/Events/Cashier duties
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To assist in achieving site catering targets.
• Ensure that food offerings are consistently served at healthy standards
• Safely operate appropriate machinery and equipment for assigned tasks
• To actively upsell products and services to facilitate the visitors’ enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across sites as needed.
• Report all incidents directly to line manager