Tynwald Mills is an out of town retail operation situated in the heart of the Isle of Man. Tynwald Mills is the only departmental store on the Isle of Man; we are the largest independent retailer on the island. 

Your role is vital to our business, you will be engaging with our customers to deliver outstanding customer service by being passionate about our products. Together we deliver outstanding results for the Mill Shop and we create a positive, happy work environment.

As a Waiter/ Waitress, you will be working front of house to provide exceptional service to our customers as well as assisting in daily operations

Key Tasks

• Greet customers with a pleasant smile.
• Serve food or beverages at tables when required
• Knowledge of condiments to accompany all meals
• Be aware and able to inform customers of daily specials
• Answer questions regarding menus, making recommendations upon request.
• Check with customers to ensure that they are enjoying their meals and take action to correct any problems.
• Feedback customer comments/complaints to your Manager or Chef
• Remove dishes and glasses from tables or counters, take them to the dishwashing area in kitchen for cleaning
• Empty all plates and stack them neatly for cleaning
• Vacated tables must be cleared and wiped for next sitting
• Stock service area with supplies of cutlery, napkins, sugar, salt and pepper.
• Replenishment of cold drinks
• Perform cleaning duties, such as mopping floors, tidying up server station, taking out rubbish
• Taking orders from customers and processing them through the till correctly
• Barista skills- Prepare hot and cold drinks for customer
• Implement the correct balancing cash drawers at the end of trade.
• Basic food hygiene
• Allergy awareness; It is against the law to not be aware of allergen ingredients in all food items
• You are responsible for adhering to the Health and Safety requirements both on the work floor and in the kitchen.
• The above list is not exhaustive
• You must have read and understood and adhere to the Conditions of Employment.

To be the first point of contact between the customer and Tynwald Mills and to deliver exceptional customer service, which exceeds their expectations, while delivering agreed store standards to the highest level.

PRINCIPAL RESPONSIBLITIES

STORE STANDARDS.

• Ensure that the department is ready to trade every day by:
  • Implementing agreed pricing, promotion and merchandising plans.
  • Optimising product supply to ensure that the agreed range is in stock and available for sale at all times.Process deliveries as required
  • Maintaining and improving company housekeeping standards, which include clean floors, shelves, counters, tables, fitting rooms and outside area’s (if applicable) each day.
• Paperwork/administration procedures: Understand clearly the paperwork and administration requirements by brand. Control and process tickets and concession paperwork accordingly.
• Implement the correct till procedure, balancing cash drawers at the end of trade.

CUSTOMER SERVICE/SALES.

• Fully understand and follow the agreed Customer Service standards of performance for Tynwald Mills, which enhance its reputation as the destination of choice on the Isle of Man. In particular:
  • To be courteous and approachable, ready and willing to engage with customers so that their needs and wants are identified and satisfied.
  • Using initiative, good interpersonal skills and sensitivity to suggest alternative/additional brands/merchandise, which meet the customer’s needs and increase departmental sales and profitability..
  • To talk knowledgeably and enthusiastically about the product and to professionally represent the brands.
  • Help customers try items on or fit merchandise.
  • Answer questions regarding the store and its merchandise.
  • Feedback customer comments/concerns to the appropriate manager.
• Know your daily, weekly sales targets and maintain records related to sales.

TEAM MEMBERSHIP.

• Fully understand the role that he/she has to play in the team and its unique responsibilities.
• Support the responsibilities of other team members as necessary.
• Perform other roles as directed by the departmental head.
• Recognise, acknowledge and celebrate the achievements of the team and other team members.
• Adhere to the Health and Safety requirements both on the sales floor and backstage.

SKILLS, BEHAVIOURS AND EXPERIENCE.

Ideal Experience/Knowledge

• Has worked in customer facing/service roles.
• Has experience/ability in creating and maintaining a good first impression.
• Has an understanding of retail, particularly fashion and grocery and has previously worked in a similar role.
• Familiarity/comfortable with Retail IT systems.

Technical Skills

• Merchandising Techniques.
• Till procedures

Behavioural Competencies

• Work Standards
• Integrity and Trust
• Time Management
• Problem Analysis
• Judgement
• Interpersonal Awareness
• Approachability
• Listening
• Handling Pressure
• Customer Focus
• Self Development.