COMPANY PROFILE:
Our purpose, connecting to thrive and win, is what drives us, it is the reason we exist. Our priority is connecting to our partners, delivering on their objectives, and allowing their communities to thrive and win. We achieve this through our commitments to improving health and wellbeing, driving community connection, high-performing people, and robust management systems.
Aligned Leisure enriches communities and ignites connections. We enable communities to thrive through art, aquatic, fitness, health, sport, and wellbeing services. Our services are not about us. We work with our partners to deliver programs and services tailored to their unique community needs.
Aligned Leisure draws upon the unparalleled capacity of its parent company, the Richmond Football Club, to deliver initiatives reaching deeply into communities and driving positive change in health, education, gender equity and the alleviation of disadvantage.
CHILD SAFETY COMMITMENT:
Aligned Leisure is committed to the safety of children. We want all children who attend our facilities and/or are in our care to be safe, happy and empowered. We are committed to the safety, protection, participation and empowerment of all children by implementing Child Safe Standards and providing a safe and supportive environment for all children. We make sure that children are not exposed to any form of harmful conduct or abuse and each child is empowered to participate in decisions that affect them and to share any concerns they may have.
POSITION PURPOSE:
Café Attendants will deliver service quality that exceeds the expectations of our customers in every transaction they have with us. Working in the Café, the attendants will be relentless in delivering outstanding service, maximising sales opportunities and building quality relationships with facility users.
This high level of service and relationship building will lead to improved revenue through repeat customers. Café Attendants will promote products to customers and look to maximise revenue. They will prepare food and beverages as required to serve our many customers and also undertake POS transactions. They will take pride in the presentation of our café services, ensure food is well stocked and presented and undertake regular cleaning of food preparation, serving and customer areas.
The Café Attendant will work relentlessly to implement the Aligned Leisure purpose of connecting to thrive and win, values of aware, disciplined, relentless and united, and associated behaviours throughout the entire team.
KEY RESPONSIBILITIES:
1. Café preparation, operation, presentation & sales
• Prepare food and beverages to be presented and purchased by our customers, maximising sales opportunities.
• Present a well-stocked, clean and professional café at all times to the customer.
• Process sales accurately in the POS system, capturing customer sales data wherever possible to maximise our re-marketing opportunities.
• Prepare food and beverages in line with training and direction.
• Proactively provide information to customers on other happenings within the facility with a view to maximising our services to our customers.
• Look for upsell and cross sell opportunities based on individual needs.
• Authority to solve customer issues on the spot, without the need to seek approval from a member of the management team.
• Manage stock and stock levels in line with direction from direct line management.
• Ensure all complaints are followed up in a timely manner.
• Actively seek customer feedback on service levels.
• Undertake regular cleaning of food preparation, serving and customer areas, including all equipment, surfaces, tables, chairs and floors.
• All administrative duties that are required as part of a successful café function, including health regulation reporting and completion of checklists.
• Ensure all reports, checklists and procedures are completed and signed off by the Cafe Captain or Duty Captain.
2. Outstanding service delivery to all customers and stakeholders
• Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers. The Café Attendant will be relentless in identifying opportunities to provide exceptional service and will continuously ask themselves, “How would I want a member of my family to be treated in this situation?”
• Lead and deliver on our customer charter and service standards. The Café Attendant may be required to undertake other tasks as directed by the Customer Experience Captain or other senior leaders.
KEY RELATIONSHIPS:
• Contract leadership teams and employees
• Relevant Council staff and officers
• Key user and community groups
ESSENTIAL QUALIFICATIONS AND EXPERIENCE:
• Food Handling Certificate
• Previous experience in delivering exceptional customer service.
• The position may be subject to relevant pre-employment checks such as a Police Check and must maintain a current Working with Children’s Check or equivalent.
• The successful applicant must hold or be willing to attain first aid and CPR qualifications
PERSONAL ATTRIBUTES:
• Focused on the customer.
• Enjoys hospitality services.
• Understands, enjoys and is highly motivated to work in community sport and leisure.
• Relentless in their approach to delivering exceptional service.
