AGENDA FOR CHANGE NHS JOB EVALUATION SCHEME

JOB DESCRIPTION

1. JOB IDENTIFICATION

Job Title: Staff & Visitors Catering Assistant

Reports to: Staff & Visitors Catering Manager

Department, Ward or Section: Hotel Services, Catering Department

Operational Unit/Corporate Department: Inner Moray Firth Operational Unit, Raigmore

Job Code: DHFACIRAIGCATR28

No of Job Holders: TBC

Dated: October 2016

2. JOB PURPOSE

Maintain a clean, safe working environment to assist in the delivery of the dining room/coffee bars/cafes/theatre shop. Including Staff and Visitors functions and events both in Raigmore and at external venues

Catering Assistants are key to our customers enjoying their Raigmore Dining experiences every time they visit, they will build relationships with them from day one. You will be responsible for discovering customer needs and educating them about our Raigmore Coffee product/foods. Your style will reflect the "customer comes first" approach and they will genuinely connect with them to guarantee they'll come back time and time again. 3. DIMENSIONS

 Serving our Products i.e. Types of coffees: Cappuccino, Latte, Mocha, Macchiato, teas, snacks and confectionary to approximately 500 customers on a daily basis.

 Provide excellent customer focused customer service to NHS staff, visitors, and patients (including in-patients and out-patients) daily.

 Dealing with customers/patients that may have barriers to understand for example anxious patients, cultural differences, language or communication difficulties, deaf or blind patients.  Total meal service to approximately 1000 staff meals per day.  Replenishing vending machines/overnight fridges.  On average, dealing with approximately 5-10 functions per day including out with normal working and location.

4. ORGANISATIONAL POSITION 5. ROLE OF DEPARTMENT OR SECTION

The catering department within Raigmore Hospital provides over 1,500 in-patient meals and 1,000 staff and visitor meals daily and consists of the Dining room , hospitality services, Raigmore Coffee Bar at Main Entrance and Outpatients and the Centre for Health Science Café.

Function/Event catering is an integral part of the department service.

6. MAIN TASKS, DUTIES AND RESPONSIBILITIES

Customer Service

 Acknowledge and greet all customers and follow up on their requests.  Maintain positive communication with customers, colleagues and managers. Aim to develop rapport with customers.  Promote and support Raigmore Coffee Bars/units in marketing/merchandising initiatives.  Handle customer complaints/concerns effectively and to problem solve to the best of your ability.  Decision making to know when to communicate/report customer complaints to management both verbally and in written reports.  Generate customer satisfaction; respond appropriately to customer concerns.  Ensure front of house is presentable and clean at all times i.e. clean/tidy dirty tables.  Assist in opening and/or closing of Coffee Bars/units in accordance with NHS Highland & departmental procedures.  Responsible for Promoting our healthy choices award plus policy by ensuring all dishes are advertised for healthy eating.  Provide non-clinical advice, information to patient and relatives.

Accountability

 Accurately process transaction through computerised till system and cash handling/Card sales.  Responsible for following all cash management policies and procedures to ensure the accountable of NHS Highland funds.  Reasonability/accountability for cash amounts in excess of £5000 daily. Responsible for ensuring the till balances at the end of each day.  Takes personal accountability/responsibility for quality, service and standards delivered to our customers.  Accountable for ensuring our Food Safety Management System is adhered to at all times.  Contribute fully to the NHS catering information system (CIS).

Product Quality

 Maintain the high levels of standards for all preparation.  Prepare beverages and products to a high standard & principles  Assist in the preparation of food production i.e. making of sandwiches  Operate our coffee machines to produce a wide range of different coffees/hot drinks  Educate customers on our Coffee products i.e. Cappuccino, Latte, Mocha, Macchiato, Doppio and Espresso.  Responsible for conducting daily/weekly hygiene checking  Responsible for recording fridge & freezer temperatures twice a day.  Responsible for conducting daily/weekly hygiene checks and submit relevant reports to Catering Services Manager Staff & Visitor Services.  Follow standards as set out by management for inventory stocking, rotating, storing products and recording.  Responsible for recording all levels of food wastage after each service  Assist from time to time at special events some of which may be outside normal working hours.  Responsible for replenishing of all vending machines  Responsible for ensuring all Legal regulations & NHS Highland procedures for Fire, Health & Safety and Environment  Provided high standard of food service in all areas including the serving of soups, pies, main meals, salad and at sandwiches bars  Responsible for ensuring menu choice and healthy choices are advertised at the appropriate times/areas

Personal Responsibility

 Report immediately any incidents of accident, fire, theft, loss, damage or other irregularities and take such action as may be appropriate or possible.  Attend meetings and training sessions & fire lectures as necessary.  Complete tasks on daily work schedule within time allocated.  Organise workspace efficiently and judge production/stock to ensure we have adequate stock at all times to meet the customer demand.  Work effectively without supervision, while supervision will be made available.  Co-operate and support others in your team.  Undertake surveys or audits, as necessary to own work for example complete staff surveys.  To assist in other areas of the Catering Department as required by management.

7. EQUIPMENT AND MACHINERY USED

 Floor cleaning machines/vacuums  Cash register/ Card payments machine  Manual operated coffee machines  Dishwashing machine  Waste disposal machine  Food preparation machines  Telephone  Touch Screen Computers  Bain-maries/soup kettles  General Cleaning material/equipment  Catering Trolleys

7b SYSTEMS

Food safety manuals:- following cleaning schedules and completing documentation of all fridge, freezer. Temps etc Health & safety manuals C.O.S.H.H NHS Highland PIN Policies Healthy Living Award Plus Policy. 2 x Menu cycles for staff & visitors.

8. ASSIGNMENT AND REVIEW OF WORK

Management and supervisors will monitor work performance in accordance to the needs of the business.

Follow standard operating procedures, without supervision. Supervision will be available if required for reference.

Operates within health & safety, food hygiene, food preparation and cooking procedures.

Work is assigned by supervisors/manager.

Working without supervision to organise and complete routine duties, the work space and prepare stock to meet periods of peak demand.

Annual KSF/Personal Development Plan will be undertaken by management.

9. DECISIONS AND JUDGEMENTS

Decision making on:

Continually maintaining stock levels based of usage and customer demand.

When to seek advice from supervisor/manager.

Freedom to act on situation requiring immediate attention including calling out of emergency medical team and senior management.

To act when and call security staff when there is a threat of violence/aggression or criminal activity e.g. theft of stock.

Ability to organise routine duties around customer flow, organising their workspace to facilitate peak demand e.g. maintaining appropriate stock levels. Judgements

Workload will be determined on the daily needs of the business.

Using judgment to fault find within the service including reporting to management any estates issues promptly.

Assessing equipment for faults and possible solutions where possible e.g. coffee machine/vending equipment break down.

10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB

 Ability to use a manual coffee machine to produce a wide range of quality coffees that exceed customer expectations.  Maintaining positive communications with customers at all times even at busy and demanding times.  Daily contact and communication with very ill patients (including out-patients) or relatives including recently bereaved/diagnosed. Understanding their needs & requirements & advising them on non clinical information as and when required.  To acknowledge and greet all customers using the coffee bars/units within a specified time whilst completing other tasks.  Ensure front of house is clean presentable standard at all times.  Dealing with difficult customers.  Ensuring that all deadlines are met for food service and delivery of functions/events.  Carrying out daily duties to operate autonomously with supervision available but not present.  On occasions exposure to distressing and emotional circumstances in the catering areas/hospital environment e.g. delivering hospitality to wards.

11. COMMUNICATIONS AND RELATIONSHIPS

Communicates with a wide and varied range of customers including staff, patients, visitors and management

 Communicate with co-workers & management to solve problems and improve quality & service.  Direct communication with terminally ill in-patients and out out-patients that you may have built up relationship while they have attended regular appointments for a period of time.  Demonstrate/training on a daily basis, work activities to new members and less experienced members of the team.  Maintain continuous communication with other catering staff and visitor functions (i.e. Dining room, coffee bars & Centre for Health Science Café).  Engaging with the public, explaining options, prices and stock availability clearly and accurately.  Overcoming communication barriers/difficulties sensitively.  Show patience with customers/patients with communication problems, e.g. poor hearing, poor sight, dementia, learning disabilities, and those whose first language may not be English. Communication skills need to score highly. 12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB

Physical Skills

Standing – mainly in the same place.

Walking between Raigmore Coffee Bars/units and main kitchen to pick up heavy stock items on multiple times throughout the day.

Use of touch screen computerised tills.

Making of Barista style hot drinks safely and to the exceptionally high standard using sophisticated barista machines and grinders & being able to explain the process to patients, relatives & staff.

Preparing and serving of sandwiches, panini, baked potatoes etc. to a high standard.

Physical Effort

Loading and un-loading of heavy stock items.

Loading trays of hot food including loading and un-loading of hot plates and baked potato ovens.

Stocking up vending machines through-out the Raigmore site, with heavy crates of juice and other products using trolleys and physical strength throughout the day.

Loading/un-loading chilled and frozen stock from walk in chillers/freezer and ensuring temperature control in maintained & recorded safely.

Moving of heavy/bulky furniture daily to allow cleaning.

Daily cleaning and deep cleaning of furniture including all surfaces and glassware and kitchen equipment.

Mental

Concentration required when checking stores, completing forms and operating cash register and card payment machine.

Deals with customer queries & complaints.

Answering queries from customers, e.g. dietary information on products.

Emotional

Direct communication with terminally ill in-patients and out-patients that you may have built up relationship while they have attended regular appointments for a period of time.

Dealing with violent and aggressive customers. Dealing with patients with mental health issues/disabilities with sensitivity and respect. Environmental

Carrying out manually work in very hot, humid environment continually for long periods of time while carrying out tasks/serving customer.

Catering areas can be a very loud environment including a noisy café and equipment. Regularly working/collecting items from Raigmore main kitchen including large walk in fridges and freezers, and access large hot plate, ovens and steamers.

13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB  Mandatory Elementary Food Hygiene Certificate or ability to complete this with set time scale.  SVQ Level 2 desirable/ability to obtain this qualification.  Annual Attendance at Raigmore fire lecture  Trained with safe hand hygiene and completing hand hygiene reviews and training regularly  Knowledge and understanding of how to use fix and demonstrated to other the use of a wide range of catering and kitchen equipment safely.  Knowledge and understanding of Food safety Management System and ability to complete associated paper work accurately.  Attendance and understanding of COSHH training annually.  Ability to complete in-house customer service training.  Complete in-house training for internal and external functions/events (including problem solving and meeting the expectation of the customers.  Knowledge and understanding of menu mark systems e.g. running till software, cashing up  Knowledge and understanding to complete health care support workers workbook within set time period.  Mandatory completion of catering services work book with set time scales.  Awareness of food allergies and ethnic diets and ability to communicate this to customers.  Knowledge of Healthy Living Award Plus Policy.  Adhere to and comply with the food safety management system.  A passion for quality service.  Excellent communication and customer care skills.  Flexibility to work the shift pattern.  Ability to work on own initiative and under pressure.  Experience of cash handling, banking & stock management.  Demonstrates a passion for quality and service standards.  Ability to prioritise.

14. JOB DESCRIPTION AGREEMENT I agree that the above Job Description is an accurate reflection of my duties and responsibilities at the date of signing.

Job Holder’s Signature: Date:

Manager’s Signature: Date: