The Unit Supervisor is responsible for overseeing the daily operations of a specific unit within Amaica, ensuring that all tasks are carried out efficiently and to the highest standards. The role involves supervising staff, managing resources, and ensuring that customer service, hygiene, and operational protocols are maintained. The Unit Supervisor will act as the key point of contact for their assigned unit and ensure smooth coordination between various departments.
Company Overview:
Amaica The Restaurant Limited is dedicated to providing an exceptional dining experience with a focus on authentic African cuisine, sustainability, and community engagement. The Unit Supervisor plays a crucial role in maintaining operational excellence across our units.
Essential Duties and Responsibilities:
- Operational Supervision: Oversee daily operations within the assigned unit, ensuring all services are delivered efficiently and according to company standards. Monitor staff performance, ensuring that all employees adhere to company policies, procedures, and hygiene standards. Ensure that all operational protocols, including health and safety regulations, are strictly followed.
- Staff Management: Supervise, mentor, and provide guidance to staff members within the unit, including waitstaff, kitchen staff, and cleaners. Assist in the scheduling of shifts and ensure that there is sufficient coverage to meet operational needs. Conduct regular team meetings to communicate expectations, relay feedback, and foster a positive working environment. Handle staff concerns and conflicts, escalating issues to the Operations Manager as needed.
- Customer Service Management: Ensure that high standards of customer service are consistently delivered. Address customer inquiries, complaints, and feedback promptly and professionally. Work with the front-line staff to ensure that customer needs are met and service is efficient and courteous.
- Inventory and Resource Management: Monitor inventory levels for supplies, including food, beverages, and cleaning materials, ensuring that they are replenished in a timely manner. Ensure that all equipment and tools are in good working condition and report any malfunctions or maintenance needs to the Operations Manager. Maintain records of unit inventory and resource usage and submit regular reports to management.
- Quality Control: Oversee the quality of service and products within the unit, ensuring that all food and beverages meet the company's standards. Perform regular inspections of the unit to ensure cleanliness, proper food handling, and presentation. Monitor and enforce food safety standards and hygiene protocols to comply with health regulations.
- Reporting and Communication: Provide regular reports to the Operations Manager on unit performance, staffing, inventory, and any other relevant issues. Maintain open communication with other supervisors and departments to ensure smooth coordination across units. Ensure that management is informed of any critical issues, emergencies, or significant operational changes.
- Training and Development: Assist in the onboarding and training of new employees, ensuring they are familiar with operational standards and company policies. Conduct on-the-job training and provide ongoing support to staff to enhance their skills and performance.
- Health and Safety Compliance: Ensure that the unit complies with all health, safety, and environmental regulations, including proper food handling and storage practices. Take immediate corrective action when safety concerns or violations are identified. Conduct safety drills and training for staff as necessary.
Key Relationships:
- Internal: Operations Manager, Kitchen Staff, Waitstaff, Cleaning Staff, HR Department
- External: Customers, Suppliers, Health and Safety Inspectors
Knowledge, Skills, and Abilities:
- Strong leadership and supervisory skills, with the ability to manage a diverse team.
- Excellent organizational and multitasking abilities, capable of overseeing multiple tasks simultaneously.
- Exceptional customer service skills and the ability to handle customer complaints diplomatically.
- Knowledge of food safety and hygiene regulations.
- Strong verbal and written communication skills.
- Problem-solving skills and the ability to make decisions under pressure.
- Basic knowledge of inventory management and record-keeping.
Professional Qualifications and Experience:
- Diploma or Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 3 years of experience in a supervisory role within the hospitality or food and beverage industry.
- Proven experience in team management and customer service.
- Certification in Food Safety and Hygiene is an added advantage.
Performance Metrics:
- Achievement of high customer satisfaction ratings.
- Adherence to budgeted operational costs and effective resource management.
- Staff performance and retention rates.
- Compliance with health and safety regulations.
- Efficiency in unit operations and timely completion of daily tasks.
Working Conditions:
The role requires flexibility in working hours, including evenings, weekends, and public holidays, to meet the demands of the business. The position involves a mix of standing, walking, and hands-on work in a fast-paced environment.