Bacardi-Martini Ltd

Cafe Assistant (Laverstoke)


About the role

The position of Café Assistant is an essential role which delivers an exceptional food and beverage offering to guests visting the Bombay Sapphire Distillery, welcoming over 100k visitors annually. The Bombay Sapphire Distillery is opening a new Café in early 2019, which will provide refreshments to visitors as well as small meetings and events catering. This role will be key in delivering exceptional standards of customer service, quality food and drink, food hygiene and cleanliness, ensuring they are maintained and improved where possible. The successful candidate will need to be confident under pressure, able to communicate clearly and able to work on their own initiative.

The Café team will work closely with all other areas of the Visitor Centre, collaborating to enable the seamless flow of visitors and groups, ensuring an exceptional experience.

Bombay Sapphire takes great care, uses expertise and imagination in everything we do. Sustainability is a key aspect of Laverstoke Mill's development, and something the brand works hard to achieve and celebrate. The right candidate will be passionate about these core company values and use them as an approach to all their work, whilst living the Bacardi values of Passion, Trust, Caring & Excellence.

Key accountabilities and responsibilities

The Café

  • Preparing and serving food/drink.

  • Adhering to all guidelines and legislation on food hygiene/safety, wastage, stock rotation, recycling and routine checks.

  • Maintain consistent high quality and presentation of food/drink as directed by the Food & Beverage Manager or VC Operations Manager.

  • Maintain exemplary customer service standards at all times, promoting a culture of exceeding expectations. Be a point of information for any general enquiries from customers.

  • Adapt speed of service to manage flow through the Café, without negatively affecting the customer experience.

  • Assist the Food & Beverage Manager with the development of new menus.

  • Ensure the Café is well presented at all times, clearing tables, washing glasses and keeping surfaces clean and clear, displaying the highest standards of cleanliness.

  • Assist with stock ordering and replenishment, carrying out manual handling safely and efficiently.

  • Contribute ideas towards opportunities such as special events, promotions and loyalty schemes.

  • Observe and analyse guest behavior, providing managers with feedback on how we could enhance the customer journey.

  • Ensure all aspects of food preparation and provision comply with Food Safety guidelines and licensing

  • Using the till, cash handling, credit cards and card machines

  • Follow upselling/cross-selling training and targets to maximise revenue.

  • Carry out daily checks and maintenance tasks to ensure optimum presentation and experience throughout the day, across all public areas.

  • Aid visitors in the event of any emergency to evacuate the building, following instructions from the Duty Manager.

  • Communicate effectively with the rest of the team to ensure break times are taken with minimum impact on the visitor experience and to ensure busy periods are covered.

  • Carry out EPOS operation and end of day procedures, in line with training.

  • Politely handle any complaints, requesting help from the Duty Manager if unable to easily resolve

  • Communice agreed key messaging to guests where necessary and identify where a potential press or media enquiry needs to be directed to a member of the Senior Leadership team.

  • Attend morning briefings and other departmental meetings to maintain awareness of performance, anticipated visitor flow and other essential information such as Health & Safety briefings and upcoming VIP guests.

  • Act as an ambassador for Bombay Sapphire and Bacardi at all times, when communicating with both internal and external contacts.

  • Comply with H&S policies and procedures, ensuring standards are maintained throughout the team. Report any concerns, accidents or near misses immediately.

  • Compliance with COSHH principles and correct use/handling of chemicals.

  • Any other duties as reasonably requested by the Duty Manager team or other senior managers.

  • Able to work weekends, school holidays and Bank Holidays.

  • Due to remote location, early opening and occasional unsociable hours for events, the right candidate must be able to make necessary transport arrangements to and from the distillery for work.

Measures of success

Commercial success, delivery of budgets including: visitor numbers, sales and revenue growth.

Quality audits, visitor feedback.

Compliance with EHS, Food hygiene, Sustainability and Licensing requirements.

Critical experiences for success

Functional competencies;

  • Fluency in English language, and competent written and oral communications to support the operations and the brand

  • Effective communication skills both verbal and written

  • Proactive and self-motivated, demonstrating initiative whilst recognising the need for appropriate consultation

  • Good interpersonal and customer care skills

  • Positive and enthusiastic about working with the public

  • Show attention to detail and a desire to deliver high standards

  • Able to work well with colleagues from other departments

Work Experience requirements;

  • Experience of working in a busy, customer facing environment

  • A sound understanding of customer service principles, and experience of diverse audiences

  • Experience of cash handling and EPOS systems

  • Experience of complying with food hygiene and/or licensing law

  • A good basic education to standard grade level or equivalent

Our ways of working

Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire. We're caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly. We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure. We're passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work: we commit energy, heart and soul. We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we're most proud of: our True Heart and Winning Spirit - both in our home markets and across the world.

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