Job ID: 200546480

Job Summary
Employment Type
Full Time
Years Experience
3 - 5 years
Job Description

Job Summary:

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.
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