Supervisor

The Supervisor is responsible for supporting the General Manager to consistently deliver sales, service, operational excellence, food safety and the client and employee relationship across all operational elements of Click and Reserve and Café in order to achieve business goals; demonstrating a fully flexible approach to the role and being an ambassador for the Harrods brand.

Sales & Customer Service

• Greet customers with a warm and friendly reception, remain attentive throughout their visit, and ensure that the waiting staff and Click and Collect team provides customers with a prompt and efficient service.
• Maintain an immaculate appearance by adhering to the Company’s Dress Code Policy and hygiene standards; as a Supervisor, you are expected to lead by example. Your name badge should be worn at all times. Ensure that all staff working within the Café and Click and Reserve also adheres to these standards.
• Follow the cash handling procedures and ensure the customer is billed correctly. In the absence of the General Manager, you will have responsibility for making sure the cash handling procedures are followed.
• Have a full and comprehensive knowledge of the café menu and any specials in order that you can advise customers and waiting staff about each of the dishes offered.
• Have a full and comprehensive knowledge of the Click and Reserve function and understand fully each element of the process.
• Identify opportunities for improving customer service
• Understand and adhere to Harrods Values and be a role model to both peers and your team.

Operations

• Support the General Manager in his/her responsibilities and in achieving objectives.
• In conjunction with or in the absence of the General Manager ensure that the Café and Click and Reserve are set up for service by monitoring and assisting the waiting staff and Click and Reserve team with their daily tasks.
• Ensure the Cafe runs smoothly and that Harrods high standards of quality and service are maintained.

• Report any complaint or problem immediately and discreetly to the General Manager. In the absence of the General Manager, you will be responsible for handling complaints with the aim of finding the quickest and best solution to the problem.
• Record all wastage daily and ensure waiting staff are recording wastage correctly.
• Together with the General Manager complete the daily and weekly paperwork and ensure that stock availability is in line with forecasting and customer demand.

• Present oneself to the highest standards ensuring that personal grooming is in line with the Harrods dress code.
• Adhere to attendance and time keeping expectations in line with Harrods policies and expectations.
• Adhere to and demonstrate Harrods values in everything that you do.
• Behaviour and personal grooming in line with the Company’s dress code. Attendance and time keeping in line with the Company’s standards.
• Be fully flexible and work across all aspects of the Café operations and functions as required.
• Must be flexible to work five days out of 7.

• Planning & Organising
• Resilience & Composure
• Integrity & Trust
• Teamwork
• Delivering Great Performance
• Customer Focus