University of Leeds - Head of Retail Catering

THE ROLE

• Develop, implement, and monitor service standards for all service areas. Ensure remedial action is taken to restore service standards as positive and proactive feedback mechanisms, to develop understanding and achievement of customer expectations required. Be responsible for communicating performance and action against agreed standards to senior management. • Lead, support, and actively promote; product and retail innovation, and benchmarking against the high street, consistently bringing forward innovative ideas to refresh or improve the quality of the product line available • Ensure all facility and product development is aligned to customer need and that any changes to service, from menu cycles to facility refurbishments, are well planned and appropriately communicated, in partnership with the Commercial Services Marketing Team • Monitor and communicate changes in both the internal and external environment which may impact on existing or future business. Assess impact and make recommendations to senior management as appropriate • In conjunction with Marketing take responsibility for developing loyalty programmes through catering activity and the management of their effectiveness • Build and maintain excellent working relationships and networks, both internally and externally, in order to raise the profile of the retail operation so that the University community and external commercial

market better understand the range of retail services available Taking overall responsibility for the financial and people performance and service efficiency in line with targets and priorities set out within the overall business plan and strategy. • Prepare and manage the annual budget for Great for at Leeds, in order that all costs are identified and controlled/adjusted as required, in accordance with actual revenues achieved, to ensure net profit targets are protected. • Provide effective leadership and management of health and safety standards and practice, ensure compliance with relevant legislation and statutory codes of practice and a due diligence framework is established and managed appropriately • Ensure effective engagement with the University’s Sustainability strategy, promote ethical and sustainable products, and support our commitment to Fairtrade • Communicate a clear vision of what is to be achieved for the teams within the retail operation, define objectives to ensure that this happens. • Ensure achievable key performance indicators are defined for all direct management; put in to place the highest standards of communication and engagement practices for staff. • Ensure that the University’s financial regulations are adhered to at all times

Made with FlippingBook HTML5