Reporting to the Outlet Manager, this role provides the highest level of front line customer service to Aquarium visitors to ensure smooth delivery of food and beverages. Working in a fast paced high volume restaurant environment the Senior Food Service Representative (SFSR) is responsible for processing customer orders through cash, debit and credit transactions, preparing and assembling food orders, and maintains the overall cleanliness of the café and surrounding areas.
Candidates who are offered employment will be subject to a criminal record check.
KEY ACCOUNTABILITIES
Promotes and supports excellent customer service, satisfaction and positive visitor experience by:
- Creating a positive, friendly and welcoming environment for each and every visitor;
- Ensuring customer satisfaction and positive visitor experience by working hand in hand with Duty Managers and Visitor Experience through assisting with finding seating, helping carry food, assisting with and answering general visitor questions regarding programs, events orientation, etc.;
- Being informed at the beginning of each shift regarding the day’s priorities, Aquarium events and programs, and reviewing the daily Hotsheet;
- Implementing Standard Operational Practices; leads by example and fosters a positive team environment;
- Communicating updates to shifts crew, giving clear and concise directions as required;
- Identifying and promoting “up-sell” opportunities with customers to increase sales; promotes current specials etc;
- Maintaining cleanliness of uniform and highest levels of personal appearance and coaches teammates on proper dress code.
- Assisting with recruiting, and contributing to the development of job descriptions;
- Assisting with developing training manuals;
- Assisting with staff training;
- Assisting with answering phones and radio calls and following all of the proper protocols;
- Contributing to staff reviews and providing mentoring support;
- Providing feedback to Outlets Manager on team member’s performance;
- Communicating daily with the Outlets Manager on any issues of the day;
- Organizing team members breaks as well as ensuring they are taken taking business volume into consideration;
- Coordinating with Information Systems (IS) Group regarding troubleshooting of the POS system, software requirements and improvements, etc.
- Taking food orders and ensuring point of sale cash handling procedures are followed and cash balance is accurate (cash, debit, and credit cards);
- Preparing and assembling food and beverage orders, ensuring that everyone is maintaining FOOD SAFE and organizational food presentation and hygiene standards;
- Maintaining highest levels of cleanliness and professional presentation of Aquarium public and staff areas; bussing and cleaning café seating and surrounding area; removing garbage, maintaining supplies etc;
- Cleaning various café machines and equipment as required;
- Restocking and maintaining supplies;
- Assisting customers with food and beverage issues and escalating concerns as needed.
- Promptly aiding in emergency protocol;
- Maintaining and supporting organizational safety standards;
- Continually improving our impact on the environment and greening of operations by supporting our Environmental Management Systems (EMS) protocols;
- Performing additional duties as required.
Education and Experience:
- 2- 3 years food services experience in a high volume, fast paced environment;
- 1- 2 years previous customer service experience;
- 1- 2 years supervisory experience;
- FOOD SAFE Certification required;
- Serving It Right required.
- Strong leadership and people supervision skills;
- Strong time management and organizational skills; good prioritization and judgment skills;
- Intermediate to Advanced experience with Point of Sale skills;
- Excellent customer service and communication skills;
- Must have positive “can do” attitude;
- Ability to work independently with minimal supervision;
- Ability to work well in a team in fast-paced, high stress environment;
- Ability to “think on your feet” with strong decision making and problem solving skills.
