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We pride ourselves on delivering exceptional service and creating memorable experiences for our guests. If you are passionate about the hospitality industry and thrive in a dynamic and fast-paced environment, we would love to hear from you.
Summary We are seeking a highly motivated and experienced Floor Supervisor to assist with the day to day operations of our bar and restaurant. The successful candidate will be responsible supervising the operational team to deliver warm and engaging customer service.
Primary Purpose Supervise the delivery of industry best practice food and beverage service to provide an excellent level of customer service, and to maximize sales and profitability. Ensure the presentation of Woden Central meets desired standards and runs efficiently and effectively to maximize customer satisfaction. Build customer relationships to ensure an exceptional customer experience and encourage greater return business. Key Result Areas Delivering superior food and beverage service to maximize sales, profitability and customer satisfaction, measured through Net Promotor Scores. Build customer relationships to ensure an exceptional customer experience and encourage greater return business, measured through Customer Feedback. Maintain the required standard of personal grooming and presentation for all food and beverage and team members, measured by the Woden Central Manager. Ensure a safe working environment compliant with the Workplace Health and Safety legislation for staff and customers, measured through Work Health & Safety Audits. Essential Duties and Responsibilities: Meet and greet guests upon arrival and departure. Anticipate guest needs and build rapport with customers. Ensure the efficient delivery and coordination of food and beverage quality and service to the Restaurant, Café and Bars, and address any deficiencies in relevant areas. Monitor and supervise the performance of all food and beverage staff in accordance with company policies, SOPs and guidelines. Supervise the F&B team to perform to their best, including coaching delivery to staff to meet service standards and product knowledge requirements. Support staff by providing assistance and information, and help create a welcoming, professional, and friendly atmosphere in the venue. Look for opportunities and make recommendations to increase average sales by ensuring additional drinks and food items are offered to diners to enhance their experience at the venue. Promote CSCC 5 Golden Rules of Service and Values. Communicate effectively with customers and fellow staff, showing respect, understanding and sensitivity. Coordinating daily Woden Central operations. Coordinating pre-service and mid-service checks for all meal services, to ensure adequate supplies of food and all service wares. Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Maintain all promotional collateral, ensuring displays are current and presentable. Utilize existing forms and processes to keep detailed records of interactions, recording product details, types of inquiries and actions taken. Ensure the dedicated area is immaculately clean and correctly set up before the commencement of food service. Ensuring wait staff are efficiently serving food, clearing tables at the appropriate times, and re-setting tables for additional covers. Handle and investigate complaints in a sensitive manner and recommend appropriate action and address any escalating customer complaints regarding products and services. Ensure revenue for the shift is accounted for and daily balancing activities are conducted in accordance with company systems and processes. Education and/or Work Experience Requirements: Must highly value the customer and recognize the importance of their feedback. 2-3 years' experience working in delivery of Food and Beverage Service. Communication and Leadership skills. Thorough knowledge of Food & Beverage outlet operations including industry standards in foods, beverages, supervisory aspects, service techniques and guest interaction. Strong interpersonal skills with superior arbitration and negotiation abilities. Ability to manage personnel and meet financial targets. Exceptional customer service skills with a high level of attention to detail. Ability to deal with difficult conflict situations and complaints. Ability to work in teams that interact with various internal departments. Must be able to stay calm through change and adjust effectively to new work structures, processes, and requirements. Ability to work under pressure and deal with demanding situations during busy periods. Responsible Service of Alcohol (RSA) certificate valid in ACT (Mandatory) Ability to positively promote and enhance the image of the Canberra Southern Cross Club. If you are passionate about hospitality and want to be part of a dynamic team, apply now! Who are we? The Canberra Southern Cross Club is one of Canberra's largest private employers with four hospitality venues and several fitness centers across the region. We pride ourselves on an established reputation for providing high quality products, service and value in a friendly environment to its members and their guests. We have been a benchmark employer providing fantastic opportunities to develop a highly rewarding career for our employees for over the last 50 years.
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