Job ID: 200546480
3 - 5 years
Responsible to direct retail operations in accordance with corporate and contractual guidelines. Responsible for appearance of operation, maintaining staffing levels, and cash management.
Minimum Job Requirements:
- Culinary Arts degree from a recognized culinary school, Bachelor’s degree in Hospitality Management, or 5-7 years of progressive food service management experience may be substituted for a degree.
- 1-2 years of supervisory experience required.
- Certified in SerSafe required and good standing throughout employment
Job Specific Duties:
- Trains staff and determines work schedules. Interviews and hires employees; evaluates performance and resolves staff concerns.
- Evaluates, directs, and manages the function and structure of food and nutrition services. Ensure all client expectations and regulatory standards are being appropriately monitored and adhered to.
- Develops and oversees goals and action plans that will meet and/or exceed established patient expectations. Oversees cashier function and retail operations to ensure accurate sales of meals to patients and families.
- Evaluates retail operations are consistent with MCHS policy for quality food service. Performs QA with test tray completion and takes action.
- Evaluates, develops, and ensures the provision of ongoing training and development for all department staff with operational and strategic needs of the client and MCHS.
- Communicates customer service evaluation mechanisms to ensure ongoing information is retrieved and evaluated for improvement purposes.
- Complies with federal and state guidelines as evidenced through internal and external audits.
- Visits patients on an assigned nursing unit/area and helps ensure every patient is visited by a member of the management or professional team at least once during their hospital stay.
- Ensures staff follows ServeSafe protocols for food prep and delivery based on state regulatory agencies.
- Provides timely mentoring, coaching, and intervention to staff. Ensures quality of family experience, fosters staff empowerment, open communication, leads, and guides staff to build an engaged team.
- Directs staff to provide retail and food associate services in accordance with corporate policies and cash handling standards.
- Trains staff in customer service, proper portioning, cashier skills, safety, and sanitation.
- Implements and maintains cash handling standards as outlined in the department policies and procedures manual to eliminate theft of services or company funds.
- Completes all daily, weekly, or monthly reports as outlined in the MCHS policies and procedures on a timely basis meeting all prescribed deadline.
- Complies with federal, state, and local health and sanitation regulations Complies with regulatory agencies, including federal, state, and DNV as evidenced by successful completion of surveys with no deficiencies.
- Follows facility and department infection control policies and procedures.
- Implements and accountable for programs targeted to increase SEI (Test trays and mystery shopper).
- Establishes and updates all policies and procedures for retail operations and structures new processes.
- Continuously evaluate operations and implement process improvements that reduce waste and increase efficiency, quality, safety, satisfaction, and cost-effectiveness. Promote and practice cost containment.
- Accountable to conduct random audits on the cashiers per month to ensure cash handling processes are being followed and standards of no more than +/- $5.00 per shift are maintained.
- Interacts frequently with customers to determine satisfaction level and provide service recovery.
- Implements programs (quarterly seasonal menus, limited time offers, promotions, etc.) as directed by Leader.
- Conducts random test tray audits according to Leadership schedule and follows up with all outcomes within 24 hour timeframe. Scores at least 60% satisfaction on initial Nursing Satisfaction Survey.
- Develops daily customer service evaluation mechanisms (secret shopper at 85% satisfaction) to ensure that ongoing information is retrieved and cash handling procedures followed.
- Able to communicate in Spanish helpful.
- Experience in Microsoft Office - Excel, scheduling software, and Clarivia software preferred.
- Able to use judgment and initiative in planning work programs.
- Ability to relate cooperatively and constructively with customers, peers, subordinates, and hospital personnel.
- Ability to learn appropriate software application(s).
- Knowledge of DNV, ACHA, and federal and state cleanliness and sanitation requirements.
- Proven ability to effectively coach and mentor subordinates.
- Able to interpret, adapt to, and react calmly under stressful conditions.
- Able to track budget variances, assess productivity, and establish productivity standards.
- Ability to interpret documents such as safety rules, operating &maintenance instructions, and procedure manuals.
- Ability to speak effectively before groups of customers or associates of facility.
- Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.