POSITION DESCRIPTION | GENERAL SERVICES OFFICER
OPAL FOOD PHILOSOPHY: We strive to deliver an outstanding resident food experience every day.
This is achieved through the deep personal relationship we have with each resident, our understanding of their preferences and how we include resident choice wherever possible. Our dedicated team of chefs lovingly prepare a range of meals and snacks fresh from the kitchen every day.
Food enjoyment plays a key role in ageing well. Eating healthy, enjoyable meals and snacks improves quality of life and health outcomes. Our food services team are devoted to creating enjoyable food experiences for all residents, particularly as their dietary requirements and preferences change.
POSITION PURPOSE
The key purpose of this role is to provide exceptional food service at the care community to maximise resident experience and wellbeing.
The role contributes to making Opal a great place to work by having good work relationships with other team member and behaving in a way that support Opal’s values.
This position reports to the Head Chef, Hospitality Manager or General Manager (depending on the size and organisation of the care community).
KEY RESPONSIBILITIES:
1. Outstanding Customer Service
Meet or exceed the Opal Service Signatures.
Ensure outstanding customer experience at every meal.
Ensure meals are served in line with resident dietary requirements and restrictions.
Know resident preferences.
Create Hero Moments.
Proactively seek customer feedback.
Respond to and resolve customer complaints and issues immediately.
Full participation in Opal Voice of Customer surveys.
2. Culinary Services
Purposeful plating of food.
Preparing tables for dining service.
Preparing in-room dining service.
Ensure the dining room ambience is in line with Opal Service Signatures.
Maintain knowledge of the complete menu, daily specials, and available items.
Present customers with the menu, informing them of daily specials, and taking orders.
Ensure the quality and presentation of meals is in line with Opal Service Signatures.
Deliver food and beverages in a timely manner.
Receive deliveries in line with Opal processes.
Maintain clean, organised serveries and sculleries.
Limit noise in dining areas wherever possible.
Strictly adhere to food, sanitary, and safety standards.
3. People & Leadership
Follow Opal Values/ Opal Hospitality policies to ensure that residents are provided with high quality and nutritious meals. Follow/procedures/practices and demonstrate professional behaviours accordingly.
Act as an Opal ambassador and speak positively about Opal with team member/residents/community.
Support open and respectful communication of issues.
Ensure effective flow of information to all housekeeping team members.
Participate in annual performance/development reviews, positively responding to feedback.
Follow the agreed roster.
Follow the daily food service schedule and food matrix.
Solve the daily food services issues and where necessary escalate problems to Head Chef/Hospitality Manager/General Manager.
Follow the agreed actions that come from the Opal team member surveys and team member meetings.
Participate in team member education sessions and e-Learning.
Allow team member to raise issues about matters that are impacting on them “without fear”.
Ensure effective teamwork through support, communication and sharing of duties.
Ensure the delegated activities are completed accurately and timely.
Follow the Work Safety Policies and ensure team members do not act in a dangerous manner when using equipment.
4. Quality
Deliver all food safety requirements outlined in the Opal Food Safety Plan daily, including documenting hot and cold probe temperatures, probing food prior to serving/taking to residents.
Follow WHS legislation, policies/procedures/practices.
Follow the manual handling procedures/practices.
Follow the correct use of food services procedures, kitchen equipment, personal protective equipment/clothing.
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