Job description – Restaurant Team Leader
Delivering the exceptional, every day:
- Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
- Our promise to our people: a place to work where you can thrive and be your best every day.
- Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
- Our culture – our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Job objectives and responsibilities:
- Supervise and manage restaurant security officers
- Oversee and manage staff training, performance and appraisals
- Manage HR including investigations and discipline procedures
- Excellent customer service delivery
- Access control
- Queue Management
- Operational compliance
- Health & safety
- X-Ray Screening & searches
- Maintain and implement operational standards and procedures
- Manage and effectively operate systems and equipment
- Incident and emergency response
- Housekeeping
- Immaculate appearance and dress code
- Client and company reports & documentation
Main duties:
- Provide a seamless 5-star visitor and guest meet and great service
- Manage continuity and consistency of service delivery of the team
- Manage staff performance in accordance with Mitie HR policies and procedures
- Conduct staff appraisals, Return to Works and 1-2-1 meetings
- Effectively manage all staff investigations and disciplines in accordance with Mitie HR policies and procedures
- Ensure KPI's are always met or exceeded
- Ensure compliance with all health and safety policies and procedures
- Uphold great working relationships with Shard Quarter, management, service providers, contractors, occupiers and stakeholders
- Ensure staff display high standard of personal appearance
- Manage all systems and equipment, maintain full functionality. Effectively report, address and resolve any faults, issues, repairs
- Ensure staff are fully conversant of compliance documentation, procedures and policies
- Manage the staff taxi service
- Deliver the highest levels of customer service and customer journey from start to finish
- Effectively communication with guests in a professional, courteous & friendly manner
- Guest assistance – provide guidance and information
- Managing events
- Conduct x-ray screening and searches
- Maintain high levels of housekeeping - Ensure the area is well kept, clean and tidy at all times
- Lead all Incident and emergency response
- Carry out work in a safe and diligent manner, complying with all client and company policies and procedures.
- To undertake additional duties in line with management requests as required.
- Liaise and work effectively with the restaurants
- Full understanding of client and company compliance, procedures and policies
- Maintain a flexible and professional approach in dealing with all enquiries
- Act as a brand ambassador of Shard Quarter and Mitie at all times
- Observe the dress code at all times
- Completed all client and company reports and documentation
- Have knowledge of the departments and companies operating within the building including their structure and function in order to gain an understanding of the business as a whole
- Work as part of a close team, communicating effectively with others.
Person Specification:
- Leadership experience of managing and directing staff
- Experience of leading & managing emergency situations & incidents
- Ability to problem solve under pressure and multitask
- Excellent written and verbal communication skills
- SIA DS Licence
- First Aid & X-Ray Trained
- Must have knowledge of Microsoft Office, Outlook, Word, Excel
- Excellent interpersonal skills, able to work on own initiative and as part of a team.
- A willingness to learn and develop and show high level of commitment and professionalism.
- Excellent appearance
- Take responsibility for own actions
- Ability to work a variety of shift patterns
Health and Safety responsibilities:
- Follow Group and company policies and procedures at all times;
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
- Use all work equipment and personal PPE properly and in accordance with training received;
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Information Security:
- Ensure compliance with Mitie's information security procedures in all activities;
- Proactively identify and report security risks to your manager;
- Report actual and suspected security incidents;
