GoldenJubileeNationalHospital
NHS National Waiting Times Centre
Interim Chair: Stewart MacKinnon
Chief Executive Jill Young
Recruitment line: 0800 0283 666
Dear Candidate
POST:Food & Beverage Host
HOURS: 37.50
CLOSING DATE: 6 April 2018
The National Waiting Times Centre Board welcomes your enquiry in connection with the above post. Please find enclosed an information pack.
Should you wish to submit an application for the above post, please ensure you do so in advance of the closing date. Late applications will not be forwarded for short listing.
When providing referees on the application form, please be aware that we require a minimum of two references to cover at least two year’s of previous employment/training history.If there is insufficient space on the application form to list all of your referees please provide on an additional page. Where possible, please provide us with e-mail addresses for contact. Additionally, you should note that as part of the pre-employment checks a PVG or Disclosure Scotland check will be completed. It is an offence for barred individuals to apply for regulated work.
Should you contact the recruitment team to discuss any queries regarding your application it is advisable that you retain the job reference number as you will be asked to quote this when you call. Unfortunately due to the volume of applications we receive, we are unable to write to applicants who are not successfully shortlisted for interview. If you have not received an invitation for interview within six weeks of the closing date please assume on this occasion you have been unsuccessful. We hope this will not deter you from applying again.
In the meantime, I wish you success with your application and should you require any further information or wish to check the progress of your application please do not hesitate to contact the recruitment team on the contact telephone number shown above.
Yours sincerely
Sandra Hill
Recruitment Assistant
National Waiting Times Centre Board
Information Pack
For the post of
Food & Beverage Host
37.50Hours Per Week
Reference Number SHOW/2831
Closing Date: 6 April 2018
National Waiting Times Centre Board
General Information for Candidates
- This information package has been compiled to provide prospective candidates with details of the post and background information about The National Waiting Times Centre Board.
- The contents of this package are as follows:-
- Job Description/person specification
- Terms and Conditions of Service
- Application Form
- Equal Opportunities Monitoring Form
- Information on Agenda for Change
- The Equal Opportunities Monitoring form is required for monitoring purposes only and will not be made available to the interview panel during any part of the recruitment process.
- Please note, to ensure that we adhere to our current policy on Equal Opportunities; CV’s received with Application Forms will be destroyed prior to Application forms being passed for Short listing.
- NWTC operates a No Smoking Policy on all Premises and Grounds and in shared vehicles.
- All offers of employment will be subject to the receipt of three year’s satisfactory References, Occupational Health screening and Disclosure Scotland clearance. Please note that it is an offence under the act for barred individuals to apply for regulated work.
- Please email your completed application to:-
- When returning your completed application and any associated enclosures by Royal Mail you must ensure that the correct postage cost is paid. We have been informed by the Post Office that they are retaining those which have been underpaid. This has resulted in completed applications not being returned until after the closing date, and not being included for short listing.
- The short listing process will take place shortly after the closing date.
- As a Disability Confident Symbol user we recognise the contribution that all individuals can make to the organisation regardless of their abilities. As part of our ongoing commitment to extending employment opportunities all applicants who are disabled and who meet the minimum criteria expressed in the person specification will be guaranteed an interview.
- The organisation has introduced a set of shared values. These values will be measured during the Competency Based Interview. The values are:
- Valuing dignity and respect
- A “can do” attitude
- Leading attention to quality
- Understanding our responsibilities
- Effectively working together
National Waiting Times Centre Board
Terms and Conditions of Service
The terms and conditions applicable to this post are those of all NHS Employees.
1. Superannuation
You have the option to join the NHS Superannuation Scheme, to participate in the State Earnings Related Pension Scheme or to take out a Personal Pension.
Employee’s contributions to the NHS Scheme amount to 5.2% to 14.7% of salary (depending on rate of Pensionable Pay) and the employers’ contribution equates to 13.5% of salary. Employees in the NHS Scheme are “Contracted-out” of the State Earnings Related Pension Scheme and pay a lower rate of National Insurance contributions. Employees who choose to participate in the State Earnings Related Pension Scheme pay the higher rate of National Insurance contribution. A Stakeholder Pension is also available.
2. Salary
£16,532 to £18,903 per annum
3. Grade
This post is offered at Band 2.
4. Annual Leave
The annual leave entitlement in a full year commencing 1st April to 31st March is 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service. There are 8 Statutory and Public Holidays in each leave year. (Pro rata where applicable)
5. Hours of Duty
37.50Hours per week
6. Tenure of Employment
This post is offered on a permanentbasis
7. Asylum and Immigration Act 1996
Under the Asylum and Immigration Act 1996, we are required to carry out checks to ensure that all prospective employees are entitled to live and work in the United Kingdom. You will therefore be asked to provide appropriate documentation prior to any appointment being madeNational Waiting Times Centre Board
Benefits
NHS Superannuation scheme:
All staff are eligible to join this scheme from date of commencement. Employee contributions vary from 5.2% to 14.7% depending on annual pensionable pay. Benefits include a lump sum and pension when you retire, life assurance of 2 years’ pay - while you are working, pension and allowances for your spouse and children in the event of your death, and benefits for ill-health retirement. Members of the scheme receive tax relief on contributions and lower National Insurance contributions.
Annual leave entitlement (including public holidays):
35 days annual leave on appointment
37 days annual leave after 5 years
41 days annual leave after 10 years
Free car parking
Continuing professional development opportunities
Discounts at the associated Golden Jubilee Conference Hotel
Leisure Club membership– Get fit and healthy at the Beardmore Leisure Club with a discounted membership rate of £30 per month.
Discounted Room Rates- Rooms rates discounted (from £40 per night – room only) subject to specific conditions.
Discounted Dining - 20% off food and beverage when dining in the hotel.
Golden Bistro (Hospital Restaurant) - Discounted food in our award winning hospital restaurant.
Childcare vouchers – If you are a working parent with children under the age of 16 you could save up to £1,196 per parent, per annum on the cost of childcare.
For more information about the benefits and discounts available to NHS staff, visit
- JOB IDENTIFICATION
Department(s): Food and Beverage
Job Holder Reference: HOTEL/BRASS
No of Job Holders: 10-15
- JOB PURPOSE
To ensure that guests standards are always met, if not exceeded. To ensure that the guest is made comfortable and welcome at every opportunity whilst acting as the guests’ ‘Host’.
To ensure company and departmental standards, policies, and procedures are followed, in order to create efficiency and
effectiveness, whilst maintaining company image and service standards at all times.
Each Food and Beverage Host is responsible and accountable for ensuring that excellent 4* service is delivered to the customer
at every opportunity.
Adhering to all aspects of company and legislative Health and Safety for Food and Beverage service provision.
3. ORGANISATIONAL POSITION
Responsible to: Food and Beverage Manager
Mentor/ Trainer: Food and Beverage Supervisor
Colleagues: Food and Beverage Manager,Bar and Restaurant Manager, Food and Beverage Supervisors, Conference Manager, Conference Supervisor, Food and Beverage Hosts
Working Liaison: Kitchen team, Events Department, Duty Managers. To work with all employees in other departments as
required.
- SCOPE AND RANGE
and Beverage services are available 24 hours, 365 day per year, to a range of users including hotel guests,
conference delegates, visitors, and patients from F&B Hosts and the night team.
Outlets within the hotel Food and Beverage department include:
The Restaurant – 32 Covers, AA Rosette.
All Day Lounge Bar – 100 covers.
Coffee shop within the Hospital which is staffed by the hotel F&B team.
Room Service for 168 bedrooms.
Conference & Banqueting for up to 400 delegates at any one time.
Regular supervision is available, but must be able to work on own initiative at regular points during the shift.
Stock Control - Responsibility lies with the Allocated supervisor / manager on shift.
Adheres to departmental policy for the strict control of all monies and stock in all departments (daily).Two x £50 floats. Liquor stock worth up to £9000. Bar cash takings up to £2,500.
As a team member in line with the cash handling policy you are responsible for any monies you handle to take whilst on shift.
Capital and Revenue Budgets - Responsibility lies with the F&B Manager
Assist in achieving payroll targets by ensuring maximum productivity at all times.To assist in achieving the annually agreed liquor gross profit through strict control of monies and stock in the lounge bar, and
ensuring all services are charged and posted correctly.
Covers – circa 95,000 per annum
- MAIN DUTIES/RESPONSIBILITIES
To deliver service excellence to all users with a satisfaction and guest reputation of 85% or above.
To ensure day-to-day participation in the operation is in accordance with statutory, company and hotel guidelines with
regard to health and hygiene in line with any legislation including food safety, COSHH and Licensing.
To comply with the Weights and Measures Act and local licensing laws. (daily)
F&B Host duties as instructed by the supervisor / manager on shift, includes setting/clearing tables and service
of food and beverage items. Includes all restaurants, breakfast service, room service (including taking telephone orders, preparing the tray to standard, and delivering the tray/trolley to the bedroom), lunch and dinner service, corporate and
private functions, including weddings/funerals. Setting up of conference rooms including moving chairs and tables and
table set-ups (daily – 80% of time)
Bar duties, including drinks table service in the lounge. (daily – 80% of time)
Beer line cleaning (occasionally – 1 hour)
Count and record clean/dirty linen, for departmental records. (twice daily – 15 minutes)
To polish crockery and cutlery as and when required. (daily – 1.5 hours)
Assist Supervisor in stocktaking and par stock takes of cutlery/crockery/glassware. (monthly)
To report any accidents/incidents to the Food and Beverage
Supervisor/Manager for recording. (as and when required)
Requisitioning stock for bar, and restocking bar shelves/fridges as required. (daily)
To assist in stock-takes, if instructed. (monthly)
To report crockery and glassware breakages to Food and Beverage Supervisor. (daily – ongoing)
To report shortages of any item which would detrimentally affect service standards to supervisors should it arise.
To ensure that cleaning rotas in the restaurants, room service, lounge bar and staff rest area are adhered to, to ensure maximum standards of cleanliness. Includes vacuuming, dusting, deck-scrubbing. (daily)
To be fully aware of hotel facilities and tariffs. (ongoing) To have product knowledge of wine lists, menus and pricing. (ongoing)
To minimise wastage in all areas, in order to maximise profits. (daily)
To service the hotel staff rest area with beverages, crockery and cutlery(daily)
To ensure that hot and cold buffets are adequately stocked and of a safe and correct temperature for
consumption (daily)
Be part of fire team while on duty, (daily)
To carry out any other duties as instructed. (daily)
To undertake any reasonable duties, as required, for the National Waiting Times Centre Board.
To be commercially aware in order to continuously drive the business forward (daily)
To be proactive in maximising sales and generating revenue (daily)
Assist in training and ‘buddy’ of new staff members (occasionally)
Attend the daily communications meeting as a department representative (occasionally)
Communication
To pass onto Food and Beverage Supervisor/Manager, verbally or via email,
any relevant comments/issues made by staff or customers, to ensure
complaints are investigated and resolved timeously. (as necessary)
To answer telephones in accordance with hotel standards, and to record restaurant reservations in accordance
with the reservations book. (daily)
To attend departmental handover at beginning and end of each shift. (daily)
To be familiar with business on the Food and Beverage notice board. (daily)
Service Standards/Customer Care
To ensure hotel standards are met, if not exceeded, at all times, and to have knowledge of quality standards in
restaurants, room service, lounge bar and conference departments (daily)
To play Host to every guest within the hotel. (daily)
To maintain customer loyalty ensuring quality 4* service delivery at all times. (daily)
maximum guest satisfaction (daily)
To pay attention to details in all aspects of the customer journey (daily)
To build positive relationships with clients / guests to ensure customer satisfaction (daily)
To be involved in the setting of service and quality standards, and to monitor and strive for their achievement
(daily)
Central to achieving monthly/annual Guest Satisfaction targets through excellent customer care at all times. (daily)
Training
Participate in a short period of induction training covering product / business knowledge, customer needs and
operational requirements.
Refresher training on product / business knowledge as changes occur.
To input new ideas for service and products to maintain a competive and leading edge
Attend NWTCB mandatory training as required
Annual License training refresher (Annually-2 hours)
Take part in on-the-job training/shadowing with new recruits. (occasionally)
Financial
Host/ess and cashier role in restaurants, if business levels dictate (monthly)Cash handling – taking immediate payment for services. (daily).
To ensure that all bills are processed according to the standard for the particular payment method. To ensure
that all payment methods (visa/cash/room charge/switch/company account) are understood and accurately recorded.
(daily)
To increase sales revenue by upselling products within all areas, as per departmental policy. (daily)
Use of Micros POS till system (daily)
- SYSTEMS AND EQUIPMENT
Accounts – accurate billing, recording
Accurate requisitioning of food and beverage stocks to service business levels.
Knowledge of chemicals required (via training) to carry out beer line cleaning,
and kitchen chemicals to maintain cleanliness records
Vacuum cleaner
Glass cleaner
Multi surface cleaner
Rotowash machine
Mobile/static buffet units
Temperature probes
PDQ machines (credit card payment machines)
Walkie talkies / Waiter call pager
7. DECISIONS AND JUDGEMENTS
Required to anticipate guests’ needs, and act accordingly. (ongoing – daily)
Know when to pass on issues relating to staff and/or customers to Supervisor so that they can be dealt with promptly. (daily)
Use of ‘Dazzling Recovery’ and basic problem solving. (bi-weekly)
Work on own initiative at times, within bounds of current skills and knowledge, carrying out routine day-to-day tasks. (daily)
Follow licensing rules and make decisions according to strict guidelines. Knowing when to call a manager/supervisor for support. (weekly)
To ensure that the reputation of the company is upheld with regard to Liquor licensing laws.
8. COMMUNICATIONS AND RELATIONSHIPS
Guests
Guest contact and a high level of customer care is an absolute requirement of this position. Guest satisfaction needs to be
checked, and problems solved quickly. There will sometimes be a need to deal with foreign, angry, hostile, or upset guests. Eg. families at funeral gatherings, or intoxicated guests. Occasional communication with patients. Taking restaurant bookings by telephone.
Colleagues within the Food and Beverage department
Communicate with staff within the department, as required.
Colleagues in other departments
Inter-departmental communications is essential in a hotel environment. Close
relationship with kitchen team is paramount.
9. PHYSICAL DEMANDS OF THE JOB
Pushing/pulling wheeled items up to a maximum weight of 120kg (approx 5 minutes per shift)
Lifting items up to a maximum weight of 10kg (weekly, approx 15 minutes per shift)
Lifting items with a minimum weight of 4kg (daily, approx 1 hour per shift)
Lifting heavy items, such as bar and food stock. Food plates are 13 inches diameter,
Moving and handling of tables, chairs, trolleys, mobile buffet units, linen cages, trays. (daily)
Laying and lifting of portable dance floor. (weekly)
Standing for long periods of time with the opportunity to move around. (daily)
Squirrel dexterity –concentration and accuracy required (daily) {quick finger movements on the touch
screen terminals}
Cleaning duties using rotowash. (weekly)
Working in a warm bar at busy times (weekly)
Entering a hot kitchen environment to collect meals. (daily)
10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
Continuous expected interruptions throughout shift, via waiter call pager and walkie
talkie. (daily)
Dealing with customer complaints (weekly)
Unsociable hours. (up to max 5 times a week)
Working in a noisy environment eg. wedding reception (bi-weekly)
11. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
Knowledge:
Basic Food Hygiene Certificate – provided to post holder by employer
Mandatory Licensing Training – provided to post holder by employer
A keen interest and knowledge of food and wine
Good working knowledge of Health & Safety in the workplace
Standard grade or equivalent English and Mathematics
Skills:
Excellent communication, listening, and social skills
Excellent attention to detail
Customer Care skills
Enthusiastic, and willing to learn
Experience:
None required, as relevant training given.
12. JOB DESCRIPTION AGREEMENT
A separate job description will need to be signed off by each jobholder to whom the job description applies.
Job Holder’s Signature:
Head of Department Signature: / Date:
Date:
Recruitment Person Specification