 |
|
|
|||
|
|
|
||
CATERING SECTOR
CO-ORDINATOR - JOB DESCRIPTION
The co-ordinator is responsible for the co-ordination, packaging, and distribution of all products ordered through the cashier.
His primary duty is to co-ordinate the orders received from the cashier by communicating them to the front grill, as well as assist in the co-ordination of the back grill. The function of the co-ordinator is by far one of the most critical aspects of the entire delivery process in the store. It entails challenging the orders and final products for delivery from the various back store preparation areas to the front of store and customers, ensuring that the product is delivered: -
1. Timeously,
2. According to the customer's order (i.e. large or small chips, hot or mild sauce)
3. According to Quality Standards;
4. With sauces, serviettes and any special items (such as promotional items or merchandise).
The co-ordinator is the last line of defence in terms of the quality the customer receives. Should he detect that the order is not of the required standard, he needs to be able to rectify the situation. Since he is a front line employee, and often the final communication with the customer, he needs to be aware of the high level of customer service required.
Since the co-ordinator is in constant contact with customers, he must be able to display the 4 basic behaviours of excellent customer service when carrying out his/her jobs, those being :
-the warm welcome
-the look, listen and ask
-the smile and stance
-the friendly farewell.
It is important to remember that the co-ordinating position is normally filled by an employee that has been through all the stations in the store, and who is capable of delivering the Experience to customers.
Opening procedures
1 Clean up
·
Ensure the cleanliness of the area immediately surrounding the packaging table.
-cleaning the underbar fridge and the spillage inside.
-cleaning and sanitising the stainless steel counters.
·
Ensure the cleanliness of all the equipment in the vicinity.
-switch on the coffee machine and clean it.
-assemble and clean the juice machine.
-assemble and clean the ice cream machine.
-clean the fridges.
·
The co-ordinator may also be responsible for ensuring the cleanliness of the rest of the store, and during non busy periods, will be expected to ...
2 Stock up
·
Ensure that there is adequate stock, and replacing stock when necessary.
-ensure an adequate amount of all the required packaging.
-place the packaging in a convenient position so that it is easy to get to.
-ensure that an adequate amount of serviettes are available, and in place.
-ensure that an adequate amount of salt and pepper sachets are available and in place.
-ensure that an adequate amount of plastic cutlery is available and in place.
-restock carrier bags.
-ensure the availability of salads. (in quieter stores, co-ordinators may be responsible for the preparation of salads)
-check the expire dates of the salads and check for freshness of the salads.
-ensure the availability of salad dressing and feta cheese.
-ensure the availability of kiddies toys for the kiddies pack.
-ensure the availability of milk for coffee.
-ensure the availability of rolls.
-ensure the availability of all condiments.
-ensure an adequate amount of bottled sauces are displayed on the counter.
-stocking of the coke fridge.
-stocking of the desserts.
-the filling of the juice machine.
-the filling of the ice cream machine.
3 Managing the order dockets
-place all order dockets in the docket holder.
-complete all order dockets in the most logical order.
-group orders into take-away and telephone orders where possible.
4 Checking production
-check with the production team ( the back and front grillers), to ensure that the orders placed are in fact being produced.
-check with the production team to ensure that the food being produced is of the best quality.
-continually remind and help the team to keep ahead of their tasks.
5 Packing of products
-all products prepared for an order are then passed on to the co-ordinator
-final check the products.
-package the products in the correct packaging.
-call out the order numbers, and give the customer their order. It is vital to note the role of customer service when giving the customers their food.
closing procedures
1 cleaning
2 Restocking
·
all restocking is to be done first thing in the morning.
CLEANER / WAITER - JOB DESCRIPTION
The cleaner is responsible for the cleanliness of the store in it's entirety. Due to the fact that they work in the sitting area, they too have to deal with customer complaints and requests, and therefore need to understand the importance of customer service.
The cleaner must be able to display the 4 basic behaviours of excellent customer service, which are essential for delivering the Experience, when carrying out his/her job. These behaviours include :
-the warm welcome.
-the look, listen and ask.
-the smile and stance.
-the friendly farewell.
It is important to note that even though the cleaner is responsible for the cleanliness in the store, it is every employee's responsibility.
1 Cleaning
Upon entering the store in the mornings, the cleaner must start by cleaning the following areas, all of which are important:
-the sitting area
-the front of house
-the toilet area
-the preparation areas
-clean drains daily and sanitise once a week (prep areas and cold room)
It is important to note that these areas need continual cleaning throughout the day, and in particular the toilets.
2 Stocking and restocking the condiments table
-ensure sufficient crockery.
-ensure sufficient cutlery.
-ensure sufficient condiments.
-ensure that the sauce bottles are adequately stocked and that all the labels and corks are clean. Change the labels where necessary.
-ensure that there is an adequate supply of salt and pepper sachets and sauces.
-ensure that there is an adequate supply of serviettes.
3 Clearing and cleaning of tables
-ensure that the tables are clean at all times.
-clear off tables when the customer is finished eating, however take care not to bother the customer while clearing off the table or cleaning it.
-clean table tops and chairs.
-ensure an adequate supply of serviettes on the tables.
-clear out ashtrays and ensure that they are clean at all times.
4 General maintenance of a clean front of house and the rest of the store.
-ensure that the decor is dusted regularly.
-windows and window sills must be washed. (newspaper is excellent for the cleaning of windows)
-doors must be washed and clean at all times
-toilets must be clean at all times.
-ensure an adequate supply of toilet paper and soap.
-basins and mirror in the toilet area must be cleaned.
-all internal store drains must be clean and unblocked.
-the fridges in the walk-in cold rooms must be cleaned. This is a task that is shared by the cleaner, front and back griller.
-no cleaning agents must be left in public areas.
-safety signs/boards must be placed in areas where cleaning is in progress.
5 Outside areas of the store
-ensure that the outside area of the store is clean and inviting at all times, and includes the pavement , all surrounding dustbins and gardens where applicable.
-the back of the store must be clean and tidy at all times, and must comply with health regulations.
6 Customer care
-any complaints or problems must be brought to the attention of the Store Manager.
7 Suggestive selling
-whilst clearing customers tables off, cleaners should offer seated customers drinks, desserts and coffees.
8 General assistance
-the cleaner is often required to assist in various other areas in the store when they are not busy in the restaurant area, and their job could include the preparation of Portuguese salads for example.
9 Greeting and saying goodbye to customers
-The cleaner must always be friendly to customers and make them feel welcome.
-The cleaner must help customers who require assistance.
CASHIER - JOB DESCRIPTION
The cashier is the first line of contact that the customer has when entering a store.
For a cashier to be successful, it is essential that he/she has excellent operational skills on all point of sale tills, and have the ability to control cash.
Opening procedures
1 When coming on shift
-ensure that the counter around the tills is clean.
-switch on the tills.
-ensure that the tills are operational.
-check the float.
-ensure that there is sufficient change in the tills.
-ensure that there is sufficient paper and ribbon in the printer.
2 Make up the front of house
-ensure that the front of house area is clean.
-check that all promotional material is in place and is well displayed.
-ensure that menus are stocked and available on the counter.
-ensure that serviettes and straws are stocked and available on the counter.
-ensure that customer care cards are stocked and available on the counter.
3 Till Knowledge
-be able to work all point of sale tills properly (have excellent operational skills on tills).
4 Product Knowledge
-have an in-depth knowledge of all products.
-be able to answer any questions or requests that customers may have .
5 Suggestive selling
-be able to stimulate sales where possible, such as promoting certain products and upselling orders.
-knowing which promotions are running.
6 Customer service
-the cashier must be able to display the 4 basic behaviours of excellent customer service, which are essential for delivering the Experience, in carrying out his/her job. These include :
-the warm welcome.
-the look, listen and ask.
-the smile and stance.
-the friendly farewell.
7Assisting
-assist in the smooth running of the front of house.
-assist the co-ordinator in running with orders.
-assist anywhere possible when the store is quiet, including assisting fellow employees in cleaning .
closing procedures
(these are equally applicable to a shift change as to the end of a day's trading )
1 Tills
-on close of shift, ensure that the Store Manager has been called to do an end of shift cash-up for each till.
-make sure that any mistakes have been properly recorded and accounted for.
-make sure that any discrepancies in cash are fully explained to the Store Manager .
-the cashier is responsible for their own cash/float.
2 Cleaning
-clean up the area around the till.
-clean up the counter and restock all counter displays.
THE BACKGRILLER-JOB DESCRIPTION
The backgriller's duties include all production aspects of burgers, pregos, livers, giblets, kebabs, pitas, rice and any other products related to the flat top and microwave oven.
Depending on store size and how busy it is, the backgriller may have to perform other functions as well, such as becoming involved with chip and salad preparation and front grilling.
Even though the backgriller is not directly involved or in contact with customers, he/she too must be able to display the 4 basic behaviours of excellent customer service, which include the following :
-the warm welcome.
-the look, listen and ask.
-the smile and stance.
-the friendly farewell.
opening procedures
1 Cleaning
-ensure that his entire area ( the back grill area) is cleaned and sanitised including extraction fans and extraction vents.
-clean and sanitise stainless steel counters.
-clean and sanitise all steel smalls.
-ensure that the flat top grills are clean (they should be cleaned the night before).
-ensure that the chip fryer is clean and oil filtered and replaced when necessary.
-ensure that the microwave is clean.
-ensure that the underbar fridge is clean.
2 Check all equipment
-check the flat top grills to ensure that they are functional.
-check the chip fryer to ensure that it is functional.
-check the microwave and convection ovens to ensure that they are functional.
-check the underbar fridge to ensure that it is on.
3 Switch equipment on
-switch the electricity or gas on, depending on the nature of the equipment used.
-check that the correct settings are used.
4 Check production levels
-liase with the Store Manager to determine the products and quantities which need to be prepared or stocked up.
-ensure that all poultry/meat and vegetable products are fresh and "not off"
-check that there are enough defrosted livers and giblets.
-check pre-cook quantities of breasts.
-check the amount of pre-cooked kebabs.
-check that there is enough spicy rice(small and large)
-check the expiry dates of the rice to ensure that it is still fresh.
-check that there is an adequate supply of cheese slices, and that they are stocked in the back kitchen under bar fridge in covered containers.
-check that there is an adequate supply of pineapple rings, and that they are stocked in the back kitchen under bar fridge.
-check that there are enough fresh eggs.
-ensure an ample supply of miracle whip and butter.
-ensure that there are enough fresh burger buns.
-ensure an ample supply of pita bread.
-ensure that there is an adequate supply of chips.
-check that there are enough sauces in the bain maries and enough fresh oil in the container.
-ensure that all the packaging levels are sufficient.
-ensure the availability of labels.
-ensure the availability of burger boxes and pita packets.
-ensure the availability of all chip packets.
-ensure that there is enough chip and peri-peri salt, and marinade and basting sauces.
-ensure that the stock levels in the cold room are correct and of the best quality, such as the vegetables.
5 Preparation
-burger preparation and pre-cook in the ovens or grills.
-washing and pre-cook of chips.
-prepare burger buns.
-prepare burger garnish.
-prepare pita salad
closing procedures
1 Cleaning
Just before the store closes, the back griller can begin to clean up the back grill area:
-clean steel cladding.
-clean grease off the extraction canopy, and where and when necessary, to change the filter.
-clean flat top and microwave oven.
-clean grease build up on floors.
-clean the stainless steel work surfaces.
-clean drain daily and sanitise once a week.
2 Packing away stock and Restocking
-any sauces and products which require refrigerated storage, must be stored properly.
-defrost products for the following day.
-restock products where possible.
3 Check all equipment
-switch off all electrical equipment.
-switch off gas mains.
-check gas canister capacity