Front of House Assistant

Job Description

Job Title Front of House Assistant

Responsible to Head of catering

Salary £26,228 Pro Rata £13,988

Hours 20 hours per week

Location Café Retreat, East Lancashire Hospice

PURPOSE

Café retreat is seeking an experienced Front of House Assistant to join the catering team at East Lancashire Hospice. The Front of House Assistant plays a key role in delivering a welcoming and positive experience for visitors, staff, volunteers, and members of the public at Café Retreat. Working as part of a dedicated team, the successful candidate will provide excellent customer service, support patient meal service, and contribute to the smooth day-today running of the café. The role will also support income generation activities by encouraging repeat custom, promoting the café's offer, and working with the Front of House Supervisor to develop innovative ideas that maximise income for East Lancashire Hospice.

KEY RESPONSIBILITIES

• Assist front of house service at Café Retreat

• Demonstrate passion and energy for focussed customer service

• Make reservations and contribute to organising private events

• Assist in preparation of hot and cold meals as directed by the Chef

• Prepare and present evening light meals for patients and their visitors

• Prepare tea and coffee trolleys for meetings and education

• Lead by example to ensure that the highest possible levels of customer service are always delivered by team members

• Assist in implementing and driving promotional activities

• Take payment for meals using the till

• Respond quickly and effectively to requests by patients or their visitors for snacks with a positive helpful attitude

• Support provision of catering for hospice events as directed by the Front of House Supervisor and Head of catering

• Contributing to the delivery of a safe catering service by complying with food safety standards and health and safety requirements

Risk Management

• Carry out designated cleaning duties to maintain high standards of cleanliness and food hygiene

• Ensure daily checks of temperatures in fridges and freezers are undertaken and maintain records.

• Promptly report any defects or mechanical faults in equipment, inappropriate storage or any other concerns, which could impact on safety

• Adopt best hygiene and safety practices and ensure access to food areas is restricted for non-catering personnel.

• Ensure own knowledge, understanding and observation of C.O.S.H.H. regulations (Control of Substances Hazardous to Health) is at a level consistent with the role

• Apply the principals involved in the production and preparation of cook-chill products under the direction of the cook

Implement rules and regulations regarding food allergens

• Ensure catering equipment is operated in line with Health and Safety standards undertaking specialist training as and when required

• Comply with the uniform policy, ensuring uniform is clean and tidy and must not be worn travelling to and from work

PROFESSIONAL RESPONSIBILITIES

• Maintain appropriate and respectful professional relationships with colleagues and other staff

• Exercise good personal time management, punctuality, appearance and consistent reliable attendance

• Ensure that personal actions and conduct apply with hospice policies and procedures

Ensure effective use of hospice resources

Act as an ambassador for the East Lancashire Hospice promoting at all times our vision which is to help everyone who comes into contact with the hospice to make the most of life. We do this by committing to our values: to care, listen, respect and work together to support people to live well until they die and support those affected by death

PERSONAL DEVELOPMENT

Access mandatory training appropriate to the role

Participate in the Hospice appraisal system and access training opportunities to improve own knowledge and skills

Participate in the education and training of others as appropriate to the role

• Keep up to date with Fundraising Regulations, Gambling Commission and GDPR laws

MANAGING SERVICES

Ensure a safe environment by ensuring the reporting of hazards and incidents, completion of relevant risk assessments, investigation of incidents and implementation of risk reduction measures

Ensure effective use of all resources within allocated budget

STATUTORY DUTIES

• Ensure the security of information accessed in the course of your duties ensuring compliance with the Data Protection Act, Caldicott principles and information governance best practice guidance

• Report any hazards or incidents in accordance with the Health Safety and Risk Management Policy and procedures

• Comply with the East Lancashire Hospice ‘no smoking’ policy in all hospice premises and grounds

• Be responsible for maintaining own vaccinations including Hepatitis B immunity (as applicable)

• Ensure that infection control measures are followed in relation to your role

Work at all times to safeguard the rights of individuals promoting their wellbeing and protecting those at risk from harm, acting on any concerns related to safeguarding children and adults at risk in line with policy and local guidance

• Work at all times to respect people’s individuality, rights and diversity to ensure equality

WORKING HOURS

The post holder will work their hours flexibly. These will be worked according to a rota of up to any 4 days of a 7 day working week.

NOTES

This job description reflects how the post currently meets the needs of the service. Since the Hospice is constantly developing and changing its services to ensure it meets the needs of the community it serves, the role and responsibilities of the post holder may change accordingly.

This job description will be reviewed annually at the annual PDR and may change as is deemed necessary.

Equality and Diversity

We support an inclusive and holistic working environment and aim to empower our people to bring their authentic self to work. We are committed to this and so encourage applications from all individuals with the required skills for the role inclusive of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, colour, caste, nationality, ethnic or national origin, religion or belief, socioeconomic background, trade union membership status, marriage, and civil partnerships. ELH is committed to equality of opportunity for all staff and volunteers.

ACCEPTANCE OF JOB DESCRIPTION

I confirm I accept the duties contained in the above job description.

PRINT NAME:

SIGNED: DATE:

EAST LANCASHIRE HOSPICE

Experience	Criteria E1 Working front of house in a	Essential √	Desirable	Tested By Test
	catering or hospitality establishment		√
	E2 Interacting with customers in a professional manner			Application, Interview,
	E3 Leading a team			Application, Interview,
	E4 Providing courteous, effective and responsive customer care	√		Application, Interview,
	E5 Carrying out cleaning in a café environment effectively to maintain hygiene standards in accordance with cleaning schedules and instructions			Application, Interview, Test
Qualifications Knowledge	Q1 Food hygiene certificate- obtained within last 3 years Q2 Level 1-3 qualification in		√	Application,
	front of house food and beverage service		√
Skills	Criteria K2 Understanding of food hygiene requirements and environmental health standards	Essential	Desirable √	Tested By Application, Interview,
	K3 Understanding and observation of C.O.S.H.H. regulations (Control of Substances Hazardous to		√ ✓	Application, Interview,
	Health) is at a level consistent with the role K4 Demonstrate understanding of the principals involved in the			Application, Interview
	service of food and beverages K5 Understand how food allergens rules and regulations are implemented			Application, interview
	S1Managing a reservation system		√	Application, interview
	S2 Providing professional front of house service		√	Application, Interview
Personal Attributes	PA1 Positive and willing to learn PA2 Punctual and reliable	√		Interview Interview