General Responsibilities:

• Provide the best possible service through the practice of a customer first ethic.
• Provide help and advice to customers using your organization’s products or services.
• Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Handle customer complaints or any major incidents, such as a security issue or a customer being taken ill.
• Keep accurate records of discussions or correspondence with customers.
• Develop feedback or complaints procedures for customers to use.
• Meet with other Executive Team members to discuss possible improvements to customer service.
• Training staff to deliver a high standard of customer service.
• Leading or supervising a team of Kitchen/ customer service staff.
• Undertake special project as assigned or suggested by ET/BoD.

Key duties/responsibilities:

• Ensure that consumable and non-consumable goods are ordered, correctly stored and issued to the various departments.
• Ensure maximum security in all areas under your control and that staff are fully aware of the importance of key security.
• Ensure that regular stock takes are conducted.
• To be fully aware of trends in the industry and make suggestions for improvement of the Kitchen operation.
• To carry out or ensure that regular On-the-Job Training is taking place to agreed standards.
• Ensure that company and statutory hygiene standards are maintained in all areas.
• Attend timeously to customer complaints.
• Ensure that reports and administration requirements are timeously submitted.
• Ensure that the Back of the House Department operates effectively and efficiently.
• Hold regular performance appraisals with all management staff, identifying areas for development and training needs, and ensuring that this training is affected.
• Ensure that fair discipline is affected.
• Ensure that the causes of staff grievances are investigated and the appropriate action taken.
• To ensure the prompt and efficient service of all meals, snacks, functions and beverages to the required standards.
• Ensure that kitchen staffs are always correctly and smartly dressed, that they offer professional and courteous service to their customers.
• Ensure the taste of produced food items is good and attractive.
• Introduce new food items and support the staffs in its preparation