Bar and Catering Service Manager

Job Title:                    Bar & Catering Services Manager

Department:              Commercial  Services

Section:                     Conference and Catering

Grade :                       6 

Hours of Work:         36.25hrs (required to be flexible to meet needs of business)

Location:                    Bar Uno, Ffriddoedd Building, Victoria Drive, Bangor

                                    (The Department may at any time require the position holder                                    to relocate to another catering unit either on a permanent or                                          temporary basis)

Responsible to:        Head of Conference and Catering

Purpose:                   The role of the Manager is to deliver a fantastic service and experience to all our customers. Delivering a positive student experience is crucial, as is achieving sales turnover and profit.

                                 Implementing the business objectives and the overall               management of Bangor University’s primary Student  bar in       addition to providing a high standard of food and beverage service across campus where required .

Identifying and developing commercial opportunities to maximise income. Delivering consistent, exceptional service ensuring the needs of all customers are met.

Responsible for developing a first class relationship with the students, Students Union, University and external partners.

Key Responsibilities

Customer First - Service Delivery / Product

• Talk to the customers (students and external) to gather feedback and provide them with a level of service that is individualised whilst in line with policy

• Develop and maintain customer service standards ensuring that the highest standards of service are achieved. Promote a truly customer focused working environment.

• Understand the entertainment needs of the customer and develop evenings to meet these ensuring they fit in with the values of the University.

• Provide the Head of Conference and Catering with innovative suggestions for improvement of service quality.

• Ensure that effective customer feedback mechanisms are understood and used by all staff within Bar Uno and that suggestions for service improvements are passed to the Head of Conference and Catering.

• Ensure that all staff are trained in service delivery and understand the service culture required. Record all training on staff training records.

• Monitor products and ensure that they are to specification and that they are consistent.

• Ensure quality of service by developing and managing a well trained, customer orientated team. All staff should be trained on Bar Uno products and services, and training records maintained.

• Be responsible for food production as required.

• Address any issues of none compliance to service standards.

• Carry out competitor analysis to keep abreast of competitor activity.

Staff Management

• Lead and coach a team of staff   to ensure that all required tasks are completed. Actively seek feedback from the team and escalate.

• Ensure all prescribed business processes and procedures are fully briefed and followed and that monitoring procedures are robust.

• Identify and recommend opportunities for change to the Head of Conference and Catering. 

• Conduct regular one to one discussions with subordinates and develop their skills and performance. Take responsibility for training those working for you

• Communicate University and Commercial Services objectives to the team

• Identify training, mentoring & personal development needs for subordinates.

• Assist in the recruitment, selection and training of new staff in accordance with Bangor University policies

• Ensure that any identified training and development is implemented.

• Lead by example to ensure the team is motivated to deliver customer focused and sales driven service

• Write and implement effective costed staff rotas so that optimum service levels can be achieved but in line with budgetary requirements.

• Address any performance and competency issues relating to staff and follow appropriate disciplinary procedures through to authorised levels.

Commercial

• Work with Head of Conference and Catering to develop and implement the Catering Strategy

• Develop the business plan and identify commercial opportunities

• Achieve and exceed income and profit targets

• Review performance of the facility on a daily basis, recognise when there is a need to address commercial, service or product issues and liaise with Head of Catering and Conferencing and take necessary and prompt action.

• Develop methods to ensure delivery of Key Performance Indicators

• Identify marketing opportunities to promote and develop the facility

• Proactively seek new and innovative opportunities to improve the customer experience

• Actively keep abreast of industry knowledge and concepts.
• Use Kinetics software to access information regarding conferences and use this to produce relevant information for staff

• Ensure all “Term Time” and “Non Term Time” business within the facility is covered at all times and that the appropriate level of supervision and management cover is maintained throughout the year and within budget requirements

• Develop and nurture internal and external networks to promote the facility. 

Financial / Administration

• Use financial data to ensure optimum financial performance within prescribed budget. Undertake proactive management and monitoring of performance

• Ensure all monies are accounted for, any change orders are completed and that all monies are banked.

• Ensure all information needed for invoices for students / conferences and functions is recorded, completed and passed to the relevant persons.

• Complete and submit all staff wages.

• Effectively roster staff to ensure that budgeted costs are not exceeded and steer sales to ensure that budgeted percentages are achieved.

• Effectively monitor and maintain stock of food and liquor and ensure that all stock is secured.

• Manage food and liquor stock, auctioning stock counts as required.

• Ensure that stock is rotated and that all wastage is accounted for.

• Compile forecasts to assist in completion of budgets and provide the Head of Conference and Catering with accurate financial data.

• Assist with Budget setting and the development of Key Performance Indicators.

• Communicate weekly and daily sales and profit targets to staff.

• Implement budget, margin and labour controls in line with University standards.

Operational / Health and Safety

• Maintain a clean and safe environment for customers by adhering to licensing laws, Food Safety and Haccp policies.

• Ensure that standard business procedures and processes are adhered to at all times, making recommendations for change to the Head of Conference and Catering.

• Act as the nominated person on behalf of the Designated Premises Supervisor in the capacity of a Personal License Holder and ensure all staff fully trained in this aspect.

• Ensure that local and statutory procedures are implemented and adhered to.

• Ensure that all staff are trained on all statutory procedures and that records of training are kept.
• Communicate all necessary information to all staff.

• Carry out daily inspections of premises and equipment to ensure that a state of good repair is maintained.

• Report any major issues to the Head of Conference and Catering and as appropriate the Estates Help Desk.

• Report any large budgetary impact maintenance to the Head of Conference and Catering

• Ensure that prescribed Codes of Practice regarding Conferences are followed.

• Pass information to the Conference Office / Finance Office so that invoices can be raised.

• Ensure excellent communication with External organisers, delegates and the conference office in relation to the facility.

Networks/ Liaison

• Work closely with Commercial Services team, Students Union and all other University departments

• Communicate regularly with other managers to ensure consistency and implementation of best practise.

• Liaise regularly with the staff to inform on performance and issues relating

• Demonstrates sensitivity and identify obvious signs of distress and take appropriate action

Above are key tasks for the role but note that this is not an exhaustive list and may change from time to time in line with business needs. As Manager you may be required to carry out other duties.

Person Specification

• You will be an experienced and proactive manager with a proven record of effective commercial management. You will have a business and customer focussed outlook and be able to identify and seek opportunities to deliver results.

• You will be able to communicate effectively with a wide range of colleagues and customers and be able to adapt your style to take into account the differing customer types.

Qualification

• BTEC or ON
• D in relevant subject or equivalent

• Computer literate (Microsoft Office, Kinetics Kx, Agresso)

• Personal License Holder

Experience and Knowledge

• Minimum 2 years management experience

• Proven and effective experience of managing in a commercial catering operation

• Effective financial management and budget controls

• Effective leadership, decision making, coaching, delegation and motivation skills.

• Experience in providing a service for a variety of customer types

• Ability to identify commercial issues and provide and deliver solutions

• Ability to deliver consistently exceptional service levels

• Ability to manage a modern, continental style café and bar operation
• Proven ability to develop and produce a food offer which relates to the style and requirement of the individual facility. 

• Organised with sound time planning and time management skills

• Ability to identify marketing needs to deliver on commercial, service and financial plans

• Work on development of the business plan    

• Excellent written and oral communication skills

• Demonstrate ability to embrace change and build effective team work

• The ability to speak Welsh within the context of the post, or demonstrate a willingness to learn Welsh to the required competency level is essential.

Evidence of Eligibility to work in the U.K.

The University has a legal responsibility to ensure that all employees are eligible to live and work in the UK. 

For positions which require highly specialised skills and qualifications, and there are no suitable ‘resident’ (i.e European Economic Area (EEA)) applicants,  the University will often be able to obtain a certificate of sponsorship for a suitably qualified applicant who is not currently eligible to work in the UK.

For vacancies that are not academic, research or highly specialist it is extremely unlikely that a certificate of sponsorship would be granted.  In such cases we will therefore be unable to consider an application from someone who is not currently eligible to work in the UK.

The UK Border Agency website  www.bia.homeoffice.gov.uk/workingintheuk has full details to help you assess whether you would be eligible to apply for one of our vacancies.

Prior to being permitted to commence employment with the University, you will be required to produce documentary evidence of permission to work in the United Kingdom.    Acceptable documents are items such as a passport showing you are a British Citizen, or that you have a right of abode in the United Kingdom;  a document showing your permanent UK National Insurance Number and your full UK Birth Certificate;  A document showing that you are a national of a European Economic Area country or Switzerland - this must be a national passport or national identity card; A passport or UK issued national identity card providing evidence of your Visa detailing the Tier for which your Certificate of Sponsorship covered you e.g. Tier 2, Tier 4, Tier 5 or indeed Tier 1 if you applied for this yourself.  This list is not exhaustive.  A full list of acceptable documentary evidence is available on request.  An original document must be seen on or before your first day of employment.