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Position Description

JOB TITLE: Outlet Assistant Supervisor

DEPARTMENT: University Union


REPORTS TO: Operations Outlet Supervisor

SUPERVISION OF: Outlet Assistants

Through its diverse but integrated divisions and offices, the Operations Group is united in its purpose
of achieving the University Vision of having an international reputation for excellence by enabling our
Students and Academic, Research and Service Partner Divisions to achieve their strategic goals.
Further, through the expertise, advice and services offered, the Operations Group of Divisions and
Offices directly influence and provide outstanding campuses and student experiences.

Assist the Outlet Supervisor, in the provision of a high quality food and beverage service for
University of Otago Outlets and Common Spaces, ensuring the provision of a safe and comfortable
study atmosphere.

This position has:

 Supervision of 5 Outlet Staff, in the absence of the Outlet Supervisor.

Internal: Senior Managers of the CaCLS
Operations Manager
Outlet Supervisor
Outlet Staff
Other University Union Staff
Senior University Management
Other Divisional staff
Offices of Risk, Assurance and Compliance, Sustainability and Health & Safety Compliance
Divisional Human Resource Manager and other HR staff

External: Otago University Students’ Association

Outlet Customers
External Suppliers
External Contractors

 A relevant tertiary qualification or equivalent.

 Commercial acumen and strong customer service ethic;
 Sound leadership skills with the ability to influence others through negotiation and persuasion;
 Excellent written and oral communication skills;
 Proven sound judgement, the ability to think logically and analyse data or complex information;
 The ability to exercise discretion and professional judgement in relation to responsibilities, and
appropriately manage commercially sensitive information;
 The ability to work effectively and professionally at all times;
 Committed to continuous improvement, always looking at what and how services are delivered to see
if results are achieved in the most efficient and effective way.

 Demonstrated ability to develop and maintain effective networks and key relationships;
 Proven record of professional leadership in similar client side role;
 Knowledge of the Food Act 2014;
 Evidence of successful Supervision of range of services;
 Experience in performing a range of tasks under competing demands, meeting the agreed end result
within quality parameters and time frames;
 Experience in managing stock levels, stocktakes and ordering stock;
 Experience in staff training, and management of staff in order to achieve set outcomes;
 Previous cash handling experience;
 Significant experience with food safety controls, food preparation and the practical application of food
hygiene policy.

Highly Desirable
 Previous experience in the food service/ hospitality sectors;
 Knowledge of relevant Health and safety legislation;
 Experienced Barista;
 Unit Standards 167/168;
 Workplace First Aid Certificate.
Key Areas Accountabilities and Actions
o Assist in managing the Outlet effectively and efficiently;
o Monitor and improve systems, methods and the quality of services provided by the Outlet;
o Advise on, execute and contribute to projects as appropriate;
o Help to ensure the team meets and adheres to security and safety policies, procedures and
compliance requirements;
Outlet o Ensure that all tills are operated accurately within the established till operator guidelines;
Operation o Assist in training appropriate staff in till operation and cash up;
o Ensure the front and back of house areas are maintained in a neat, clean and orderly fashion;
o Ensure food display areas are kept clean at all times;
o Ensure the quality of all food and beverages is consistently high at all times;
o Ensure a high level of customer service is maintained at the Outlet;
o Ensure the products and services of the Outlet are delivered to customers in a timely manner.
o Ensure all patrons of the common space comply with all University Policies, especially those
relating to ethical behaviour, smoking and the consumption of alcohol;
o Encourage and promote a friendly and inviting atmosphere for students, staff and the general
Student Study & public;
Common Space
o Maintain a clean and tidy atmosphere through regular inspection of all areas;
o Have a general knowledge of University culture and events and the location of the Outlet in order
o to assist
Assist with all patron
in ordering enquiries
of stock regarding
from internal andtransport, directions
external suppliers toand amenities.
agreed levels;
Goods Ordering o Help compile internal food orders in line with weekly deadlines;
and Stock o Assist in the development and implementation of strategies to minimise wastage;
Control o Assist in placing weekly orders with Central Production within prescribed timeframes;
o In conjunction with Outlet Supervisor conduct monthly stocktakes.
o Assist in managing an Outlet Food Safety Control Plan;
o Ensure that correct procedures are followed in portion and quality control, temperature
control, food and beverage presentation and the control of food and beverage usage and
Health and o Assist in monitoring cleaning and temperature recording schedules and ensure appropriate
Safety checklists are in place;
o Ensure all food practices comply with food safety requirements;
o Ensure all equipment is safe and communicate all maintenance issues to the Outlet Supervisor;
o Assist in maintaining a Hazard Register and help manage identified hazards to minimise or
o eliminate risk. with the Outlet Supervisor induct and train all Outlet employees;
In conjunction
o Ensure that all staff are familiar with University policy and procedures;
o Assist in training all baristas as prescribed by the University Union’s coffee trainer;
Human o Assist in training all staff in the relevant areas of the Food Safety Control Plan;
o Assist in the preparation of a weekly roster in line with budgetary requirements;
o Ensure that all staff are correctly attired and well presented at all times;
o Monitor staff shift start/end and break times, and ensure timesheets are filled out correctly.
o Make a commitment to professional development and attend all required courses, seminars, and
training days;
Professional o Participate in all aspects of training and development as directed and use relevant learning
opportunities to progress personal skills to improve the effectiveness and efficiency of service
o Liaise and contribute to other University groups and committees as required;
o Provide advice to University staff on types of services offered by the cost centre;
Communications o Attend operational meetings and team briefings as required;
and Relationship
o Proactively initiate and promote policies and procedures concerned with maintaining and
improving customer service;
o Manage all relationships to promote the desired image of the Campus and Collegiate Life Services
o Develop relationships with relevant members of the University.
Develop relationships with relevant members of the University.
APPENDIX 1: Behavioural Accountabilities and Actions for Managers and Leaders within Operations
1. Personal
Behaviour and Role
o Adheres to organisational values, policies and guidelines, and consistently role-models these in behaviour;
o Translates the University’s mission, strategy and goals into professional practices, decision making and actions;
o Ensures clarity and understanding of tasks and responsibilities of the position; and is accountable for the quality of
individual work, performance and behaviour;
o Proactively contributes to team/ unit/ department/ division in achieving relevant goals and divisional priorities;
o Ensures document management practises are aligned with University guidelines and compliance.
Quality Management
Ensures that teams and individuals proactively identify ways to improve service provision, and apply quality planning,
assurance, and control to the delivery of services.
Risk Management
Ensures that teams and individuals identify, report and manage risks in accordance with University Frameworks
(operational, project and health and safety). This position makes ethical decisions in achieving organisational goals.
Continuous improvement
o Recognises inefficiencies or skill gaps and raises these with manager;
o Values continual improvement and looks for opportunities to learn and increase effectiveness;
o Accepts feedback constructively, and utilises this to improve performance.
Reputation and Representation
o Represents the Division and the University of Otago, championing all that is great about working here;
o Represents Division and the Operations Group, attending meetings and functions internal and external to the
University. This may require travelling to and from principal place of work via other venues and campuses of the
University during and outside normal working hours.
Student experiences and Outstanding Campus Environment
Acts in a professional manner which consistently contributes positively to the outstanding student experiences and a
professional collegial workplace; and has these expectations of direct reports.

2. People / Team Accountabilities

Team performance and HR management
o Ensures a safe, supportive environment for staff, develops a team culture consistent with the Division’s vision and
philosophy of a customer centric, performance focussed, progressive, professional and well planned service;
o Recruits and manages staff in accordance with University policies an guidelines and good employer practices;
o Ensures individual personal development activities for staff are relevant and appropriate;
o Promotes a customer focused service, where customer liaison and communication is encouraged and staff endeavour
to meet customer needs and requests;
o Monitors direct reports to ensure specific objectives are met through regular review of outputs, performance
appraisal, appropriate support, and coaching; addresses any performance issues in a proactively appropriate manner
to ensure minimal negative impact on the team or service provision.
Health and Safety Management
o Facilitates the establishment of a progressive and inclusive divisional culture which seeks to ensure a safe and health
work environment and student experience;
o Appropriately addresses workplace health and safety concerns, applying appropriate systems, policies, and procedures
to all work activity; and works collaboratively with Health and Safety staff and representatives as required.
Engaging Stakeholders
o Demonstrates leadership in developing effective relationships with stakeholders, and ensures the same of staff;
o Ensures the team is responsive to, and establishes effective professional partnerships with, University stakeholders
and relevant external organisations/client groups;
o Ensures the team consults and communicates in a proactive, professional and inclusive manner.
3. Service Delivery Accountabilities
Strategic Planning and Alignment
o Ensures clear specific annual action plans for all activities including those that are being cascaded or delegated to
others, and longer term plans as appropriate;
o Contributes to and approves performance objectives and development plans for direct reports;
o Develops and monitors policies, procedures and frameworks as appropriate.
Operational Planning and Execution
o Actively manages budget, resources, and assets, managing leave requirements/liabilities for team/unit;
o Represents the Division or the University at relevant committees (internal and external), retaining ultimate decision
making authority in relation to direct reports; whilst at the same time fostering a collaborative working environment;
o Proactively contributes to collaborative decision making and facilitating a professional working environment that
sustains capability and represents good financial stewardship.
Responding to Business Data
o Effectively reports on business measures associated with areas of responsibility, including performance of unit;
o Analyses data and makes sound business decisions based on data and evidence;
o Provides information as required to Senior Managers e.g. management reports, strategic advice, business cases,
capital requests, and special reports/papers.