Secret shopper Jobs in Hialeah, FL

Description Job Summary: Responsible to direct retail operations in accordance with corporate and contractual guidelines. Responsible for appearance of operation, maintaining staffing levels, and cash management. Minimum Job Requirements:

• Culinary Arts degree from a recognized culinary school, bachelorâ€s degree in hospitality management, or 5-7 years of progressive food service management experience may be substituted for a degree.
• Certified in ServSafe required within 30 days of hire
• 2-4 years supervisory experience

Qualifications Job Specific Duties: Leadership

• Trains staff and determines work schedules. Interviews and hires employees; evaluates performance and resolves staff concerns.
• Evaluates, directs, and manages the function and structure of food and nutrition services. Ensure all client expectations and regulatory standards are being appropriately monitored and adhered to.
• Develops and oversees goals and action plans that will meet and/or exceed established patient expectations. Oversees cashier function and retail operations to ensure accurate sales of meals to patients and families.
• Evaluates retail operations are consistent with MCHS policy for quality food service. Performs QA with test tray completion and takes action.
• Evaluates, develops, and ensures the provision of ongoing training and development for all department staff with operational and strategic needs of the client and MCHS.
• Communicates customer service evaluation mechanisms to ensure ongoing information is retrieved and evaluated for improvement purposes.
• Complies with federal and state guidelines as evidenced through internal and external audits.
• Visits patients on an assigned nursing unit/area and helps ensure every patient is visited by a member of the management or professional team at least once during their hospital stay.
• Ensures staff follows ServeSafe protocols for food prep and delivery based on state regulatory agencies.
• Provides timely mentoring, coaching, and intervention to staff. Ensures quality of family experience, f osters staff empowerment, open communication, leads, and guides staff to build an engaged team.
• Directs staff to provide retail and food associate services in accordance with corporate policies and cash handling standards.
• Trains staff in customer service, proper portioning, cashier skills, safety, and sanitation.

Operations

• Implements and maintains cash handling standards as outlined in the department policies and procedures manual to eliminate theft of services or company funds.
• Completes all daily, weekly, or monthly reports as outlined in the MCHS policies and procedures on a timely basis meeting all prescribed deadline.
• Complies with federal, state, and local health and sanitation regulations Complies with regulatory agencies, including federal, state, and DNV as evidenced by successful completion of surveys with no deficiencies.
• Follows facility and department infection control policies and procedures.
• Implements and accountable for programs targeted to increase SEI (Test trays and mystery shopper).
• Establishes and updates all policies and procedures for retail operations and structures new processes.
• Continuously evaluate operations and implement process improvements that reduce waste and increase efficiency, quality, safety, satisfaction, and cost-effectiveness. Promote and practice cost containment.
• Accountable to conduct random audits on the cashiers per month to ensure cash handling processes are being followed and standards of no more than +/- $ per shift are maintained.
• Interacts frequently with customers to determine satisfaction level and provide service recovery.
• Implements programs (quarterly seasonal menus, limited time offers, promotions, etc.) as directed by Leader.
• Conducts random test tray audits according to Leadership schedule and follows up with all outcomes within 24 hour timeframe. Scores at least 60% satisfaction on initial Nursing Satisfaction Survey.
• Develops daily customer service evaluation mechanisms (secret shopper at 85% satisfaction) to ensure that ongoing information is retrieved and cash handling procedures followed.

Knowledge/Skills/Abilities:

• Able to communicate in Spanish helpful.
• Experience in Microsoft Office - Excel, scheduling software, and Clarivia software preferred.
• Able to use judgment and initiative in planning work programs.
• Ability to relate cooperatively and constructively with customers, peers, subordinates, and hospital personnel.
• Ability to learn appropriate software application(s).
• Knowledge of DNV, ACHA, and federal and state cleanliness and sanitation requirements.
• Proven ability to effectively coach and mentor subordinates.
• Able to interpret, adapt to, and react calmly under stressful conditions.
• Able to track budget variances, assess productivity, and establish productivity standards.
• Ability to interpret documents such as safety rules, operating &maintenance instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or associates of facility.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Job : Management

Primary Location : Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus

Department : FOOD AND NUTRITION SERVICES-2100-800000

Job Status
:Full Time