Front of House Staff

Job Profile and Key Performance Areas

Job Title: Team Member

Reports to: Kate Hetherington
Main Purpose of Job

• Achieve maximum beverage and food sales by serving customers swiftly and professionally
• Create an inviting and friendly atmosphere for customers where they feel welcome and want to regularly return.
• Deliver a first class customer experience, building a local reputation of excellence to retain and attract new customers.
• Ensure compliance with all licensing, employment, health and safety, food hygiene and other relevant legislative requirements.

Key Performance Areas

Operating Controls

Serve food and drinks orders courteously and suggest additional items to order where appropriate. Support line Manager in the effective daily operation of the business, adhering to company policies and procedures including operating standards, licensing laws, health and hygiene, fire and health and safety legislation. Follow all policies and procedures for cash handling and other monetary transactions. Diligently undertake stock taking checks and assist with the unpacking and storing away of orders.

Planning and Organisation

Plan ahead and manage time effectively to ensure all tasks are achieved on time, to the highest possible standard and efficiency. Plan and help to deliver effective promotional campaigns using local media as well as all social media platforms to drive sales and attract new customers.

Communication

Achieve individual objectives and contribute to the front of house aims and objectives to ensure team goals are achieved. Develop and maintain professional and positive working relationships with colleagues, suppliers, and all external representatives and visitors.

Policies and Practices

Achieve a consistently high level of customer experience and satisfaction by following all relevant operating procedures. Operate within the law at all times. Ensure the company’s uniform and dress code policies are strictly adhered to.

Personal Criteria

Develop and maintain the company’s reputation for excellence by maintaining high standards of personal conduct and behaviour and act as a role model. Assess own performance and effectiveness and encourage feedback from line manager. Undertake personal development activities and continuously benchmark personal achievements,

Key Performance Areas / Standards of Performance
Operating ControlsKey Performance Area
Standard of Performance

Measurement
Support line manager in the effective daily operation of the business, adhering to company policies and procedures including operating standards, licensing laws, fire, food hygiene rules, and health and safety legislation
100%
Ongoing

LM PDR
Ensure accounts and administrative processes are performed accurately and in accordance with Company policy and professional guidelines
100%
Ongoing

LM PDR

• Serve drinks and food to customers swiftly, courteously and cheerfully at all times and suggest additional items to order to increase sales, where appropriate

100%

LM PDR

• Deliver an exceptional customer experience at all times by being professional, positive, sociable and polite

100%
Ongoing

LM PDR

• Maintain effective stock levels and make top up orders in accordance with policy and procedure. Check goods in, store safely away and ensure the correct stock rotation and security is maintained

Ongoing

LM PDR

• Regularly monitor the cleanliness and hygiene of the front of house area and take action to ensure high standards are maintained

100%
Ongoing.

LM PDR

• Assist in keeping the front of house, customer toilets and staff areas clean and tidy at all times

100%
Ongoing

LM PDR

• Meet all deadlines as set by the Management team and Operations Support team

100%
Ongoing

LM PDR

• Follow all policies and procedures for cash handling and other monetary transactions

Planning and OrganisationKey Performance Area

Standard of Performance

Measurement

• Plan ahead systematically and consistently to make the best use of available time

Monitor
Daily

LM PDR

• Keep up to date with current offers, promotions, upcoming events, marketing campaigns and menu items

100%
Ongoing

LM PDR

LM = Line Manager

PDR = Performance Development Review
Communication
Key Performance Area

Standard of Performance

Measurement

• Develop and maintain professional, positive working relationships with all colleagues, customers, visitors, external representatives and suppliers

100%
Ongoing

LM PDR

• Communicate progress against agreed objectives to line manager. Discuss personal concerns with line manager

Regular
meetings
LM PDR Build great rapport with customers to secure their loyalty and regular custom

100%
Ongoing

LM PDR

• Contribute fully to all team meetings

100%
Ongoing

LM PDR

• Operate and promote a “share best practice” policy

Ongoing

LM PDR
Policies & Practices
Key Performance Area

Standard of Performance

Measurement

• Engage with all customers, suppliers and visitors promptly, professionally and courteously, at all times. Follow company policies and reporting procedures when faced with a customer complaint

As per policy and procedure

LM PDR

• Ensure all customer and supplier data is stored and handled securely in line with Company and legal requirements

100%
Ongoing

LM

Ad hoc checks

• Ensure the business presents a professional image to customers by maintaining a tidy, professional and welcoming environment. Ensure the premises are inspected regularly and are kept spotlessly clean and in good order to leave a lasting impression

100%
Ongoing

LM PDR

• Operate within the law and other relevant professional codes at all times

100%

LM

• Be professionally and smartly dressed at all times and ensure the Company’s uniform and dress code policies are maintained by all staff

100%
Ongoing

LM PDR

• Positively support the aims and ambitions of the Company

LM = Line Manager

PDR = Performance Development Review
Personal Criteria
Key Performance Area

Standard of Performance

Measurement

• Respond positively to, and encourage, beneficial change

100%
Ongoing

LM PDR

• Undertake Performance Development Reviews with line manager

Half Yearly

LM PDR

• Perform duties professionally, thoroughly and courteously at all times

100%
Ongoing

LM PDR

• Adopt and promote a positive attitude at all times, be passionate about the business and act as an ambassador to all customers, suppliers and visitors
• React calmly and effectively in unplanned situations

100%
Ongoing

LM PDR

• Assess own performance and set personal goals and objectives, including ongoing professional development and skills training

100%
Ongoing

LM PDR

• Improve business related knowledge by attending team meetings and keeping up to date with current and new products, promotions, competitors and market data

100%
Ongoing

LM PDR

LM = Line Manager

PDR = Performance Development Review

Limits of Authority

Confirmation and Acceptance

Sign and return a copy of this document to your Line Manager or designated manager

I confirm that I have read, understood and accepted the
Job Profile and Key Performance Areas for this position

Name of employee

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Signature of employee

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Date of signature

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Line Manager name

……………………………………………………………………..

Line Manager position

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Job Types: Full-time, Part-time, Permanent
Part-time hours: 16-30 per week

Salary: £7.04-£11.89 per hour

Benefits:

• Free parking
• On-site parking

Day range:

• Monday to Friday
• Weekend availability

Physical setting:

• Bar
• Pub
• Restaurant

Shift:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Galgate: reliably commute or plan to relocate before starting work (required)

Shift availability:

• Day shift (preferred)

Work Location: One location

Reference ID: FOH01