General Services Officer

General Services Officer - Kilmore Grove Care Community

Kilmore Grove Care Community, 70 Kilmore-Lancefield Road, Kilmore, Victoria, Australia

POSITION DESCRIPTION | FOOD 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 members 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:

- 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.

- 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.

- 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.

- 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 elevate 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.

- Report all compliments, complaints and feedback to the Head Chef/Hospitality manager/General Manager.

- Maintain Service Level Agreements (SLAs).

- Ensure compliance with mandatory reporting and participate positively in mandatory training.

- Ensure all food processing cooking and storage equipment are operated according to manufacturer’s recommendations.

- Report any maintenance, losses or breakages to the Head Chef/Hospitality Manager/General Manager.

- Follow the Work Safety Policies and ensure team members do not act in a dangerous manner when using equipment.

- Conduct all food services in line with Opal Sustainable Practices guidelines.

4. Commercial

- Ensure work practices minimise wastage of cleaning products.

- Seek approval from manager prior to incurring any expense.

Note: The Culinary Services Officer is an integral member of the Hospitality team and may be required to work in all areas of Hospitality, including cleaning, laundry and food services and requested to perform all the key responsibilities as detailed in the three Position Descriptions.

KEY PERFORMANCE INDICATORS:

- Values oriented work performance/ positive behaviours.

- Positive team feedback.

- Proactive professional development through improved skills/ performance outputs.

- On time completion of all mandatory education and e-Learning modules.

- Demonstrated adherence to WHS and Quality Systems.

- Follow all Opal processes as outlined in the OMS.

- No WHS incidents and no work place injuries.

- Minimal sick leave.

KEY COMPETENCIES:

- Ability to work to direction.

- Excellent customer service and customer relationship skills.

- Sound waiting/service skills.

- Endurance to walk and stand for long hours.

- Ability to remain calm and professional in all circumstances.

- Excellent interpersonal and listening skills.

- Demonstrated understanding of legislative requirements (WH&S, Fire/Evacuation, Infection Control/chemical storage and handling).

EXPERIENCE/QUALIFICATIONS:

- Experience working in a customer service environment.

- Hospitality, tourism or aged care qualification (preferred).

- Current police check (within last 3 months).

POSITION DESCRIPTION | HOUSEKEEPING SERVICE OFFICER | CLEANER

POSITION PURPOSE

The key purpose of the role of the Housekeeping Services Officer - Cleaner is to provide exceptional cleaning and housekeeping services at the care community to maximise resident wellbeing.

The position of Cleaner contributes to making Opal HealthCare (Opal) a great place to work by having good work relationships with other team members and behaving in a way that support Opal’s values.

This position reports to Opal’s Cleaning Team Leader/General Manager/Hospitality Manager (depending on the size and organisation of the care community).

KEY RESPONSIBILITIES:

- 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.

- Proactively seek customer feedback.

- Respond to and resolve customer complaints and issues immediately.

- Full participation in Opal Voice of Customer surveys.

- Follow Opal Values, Opal Hospitality policies, procedures, practices to ensure residents rooms and community are cleaned to the highest standards, and demonstrate professional behaviours.

- Ensure housekeeping services are delivered efficiently to support resident’s needs.

- Participate in annual performance/development reviews, positively responding to feedback.

- Follow the agreed roster.

- Participate and work to daily cleaning schedule effectively.

- Utilise the correct Opal equipment and Opal approved cleaning products.

- Solve daily cleaning problems with team leader to avoid disruption to cleaning service.

- Follow the agreed actions that come from the Opal team member surveys and team member meetings.

- Participate in team member education sessions.

- 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 self and fellow team members do not act in a dangerous manner when using equipment.

- Act as an Opal ambassador and speak positively about Opal with team members/residents/community.

- Develop and maintain positive resident/family and team relationships.

- Allow fellow team members to raise issues about matters that are impacting on them “without fear”.

- Ensure effective flow of information to all housekeeping team members (and other stakeholders affected as required).

3. Quality

- Follow WHS legislation, policies/procedures/practices.

- Ensure compliance with manual handling procedures/practices, correct use of cleaning procedures, cleaning equipment, personal protective equipment/clothing and infection control.

- Manage residents’ sensitive and confidential data/information, using appropriately.

- Maintain Service Level Agreements (SLAs).

- Communicate with residents/families effectively and respectfully.

- Ensure compliance with mandatory reporting and participate positively in mandatory training.

- Conduct all housekeeping services in line with Opal Sustainable Practices guidelines.

4. Commercial

- Follow the agreed roster.

- Ensure work practices minimise wastage of cleaning products.

- Seek approval from manager prior to incurring any expense.

Note: The Housekeeping Services Officer is an integral member of the Hospitality team and may be required to work in all areas of Hospitality, including cleaning, laundry and food services and requested to perform all the key responsibilities as detailed in the three Position Descriptions.

KEY PERFORMANCE INDICATORS:

- Values oriented work performance/ positive behaviours.

- Positive team feedback.

- Proactive professional development through improved skills/ performance outputs.

- On time completion of all mandatory education and e-Learning modules.

- Demonstrated adherence to WHS and Quality Systems.

- Follow all Opal processes as outlined in the OMS.

- No WHS incidents and no work place injuries.

- Demonstrate responsible use of equipment/cleaning products.

- Minimal sick leave.

KEY COMPETENCIES:

- Ability to work to direction.

- Outstanding cleaning technique and attention to detail.

- Excellent customer service and customer relationship skills.

- Endurance to walk and stand for long hours.

- Ability to remain calm and professional in all circumstances.

- Excellent interpersonal and listening skills.

- Demonstrated understanding of legislative requirements (WH&S, Fire/Evacuation, Infection Control/chemical storage and handling).

EXPERIENCE/QUALIFICATIONS:

- Experience working in a customer service environment.

- Hospitality, tourism or aged care qualification (preferred).

- Current police check (within last 3 months).

POSITION DESCRIPTION | HOUSEKEEPING SERVICE OFFICER | LAUNDRY ATTENDANT

POSITION PURPOSE

The key purpose of this role is to provide exceptional laundry and housekeeping services at the care community to maximise resident 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 Opal’s Cleaning Team Leader/General Manager/Hospitality Manager (depending on the size and organisation of the care community).

KEY RESPONSIBILITIES:

- 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.

- Proactively seek customer feedback.

- Respond to and resolve customer complaints and issues immediately.

- Full participation in Opal Voice of Customer surveys.

- 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.

- Ensure laundry services are delivered efficiently to support resident’s needs.

- Participate in annual performance/development reviews and follow the feedback given.

- Follow the agreed roster.

- Follow the daily laundry schedule.

- Solve the daily laundry issues and where necessary elevate problems to manager.

- Follow the agreed actions that come from the Opal team member surveys and team member meetings.

- Participate in team member education sessions.

- 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.

- Act as an Opal ambassador and speak positively about Opal with team members/residents/community.

- Develop and maintain positive resident/family and team relationships.

- Allow fellow team members to raise issues about matters that are impacting on them “without fear”.

- Ensure effective flow of information to all housekeeping team members (and other stakeholders affected as required).

3. Quality

- Follow WHS legislation, policies/procedures/practices.

- Follow the manual handling procedures/practices.

- Follow the correct use of laundry procedures, laundry equipment, personal protective equipment/clothing and infection control.

- Maintain Service Level Agreements (SLAs).

- Communicate with residents/families effectively and respectfully.

- Ensure compliance with mandatory reporting and participate positively in mandatory training.

- Ensure all washing machines and dryers are loaded and operated according to manufacturer’s recommendations and maintain strict adherence to loading capacity guidelines.

- Report any maintenance, losses or breakages to the Cleaning Supervisor/Head Chef/Hospitality Manager/General Manager.

- Follow the Work Safety Policies and ensure team member do not act in a dangerous manner when using equipment.

4. Commercial

- Follow the agreed roster.

- Ensure work practices minimise wastage of laundry products.

- Seek approval from manager prior to incurring any expense.

Note: The Housekeeping Services Officer is an integral member of the Hospitality team and may be required to work in all areas of Hospitality, including cleaning, laundry and food services and requested to perform all the key responsibilities as detailed in the three Position Descriptions.

KEY PERFORMANCE INDICATORS:

- Values oriented work performance/ positive behaviours.

- Positive team feedback.

- Proactive professional development through improved skills/ performance outputs.

- On time completion of all mandatory education and e-Learning modules.

- Demonstrated adherence to WHS and Quality Systems.

- Follow all Opal processes as outlined in the OMS.

- No WHS incidents and no work place injuries.

- Demonstrate responsible use of equipment/laundry products.

- Minimal sick leave.

KEY COMPETENCIES:

- Ability to work to direction.

- Outstanding laundry technique and attention to detail.

- Excellent customer service and customer relationship skills.

- Endurance to walk and stand for long hours.

- Ability to remain calm and professional in all circumstances.

- Excellent interpersonal and listening skills.

- Demonstrated understanding of legislative requirements (WH&S, Fire/Evacuation, Infection Control/chemical storage and handling).

EXPERIENCE/QUALIFICATIONS:

- Experience working in a customer service environment.

- Hospitality, tourism or aged care qualification (preferred).

- Current police check (within last 3 months).

Kilmore Grove Care Community, 70 Kilmore-Lancefield Road, Kilmore, Victoria, Australia

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