Food Services Specialist

At Houston Methodist, the Food Service Specialist position is responsible for assisting management in developing as well as implementing process improvements for increasing patient and customer satisfaction, actively participating in the department's quality/ performance improvement programs. In the absence of the Supervisor/Team Leader, this position must possess the appropriate job knowledge and skill to follow through as well as correct problems with the customer (patients, staff, and visitors). This position is assigned to work in food service department areas and perform and/or direct duties such as: assisting in tray assembly, simple food preparation, serving customers, replenishing stations, cash handling and transporting food carts in a timely manner. The Food Service Specialist position completes approved number of required customer service and/or diet knowledge in-services, communicates with peers and management regarding identified hazards in the workplace, following all departmental policies and procedures and complying with relevant local Food Ordinances.

FLSA STATUS
Non-exempt

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

EXPERIENCE

• Two years of customer service experience, with one year lead/supervisory experience in a high-traffic, people-facing, service-oriented environment, with an emphasis on complaint resolution; may consider HM employee with two years in HM food service and one year demonstrating progressive, informal leadership experience

LICENSES AND CERTIFICATIONS
Required

• Must have one of the following certifications: Food Handlers Permit - Accredited food handler training course approved by the Texas Department of State Health Services (TXDSHS) or by the American National Standards Institute (ANSI) Certified Food Manager - Obtain in 90 days; Once Food Service Manager Certification is obtained, Food Handler Permit is no longer required; Food Service Manager must be renewed every 5 years

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Ability to engage in multiple activities simultaneously, maintain accurate records and timely turnaround and completion of orders
• Demonstrates skills and initiative in problem-solving and improving productivity
• Demonstrates skills and ability to handle complaints and resolves problems in the absence of the Supervisor/Team Leader
• Must possess good communication skills and be able to work in a fast-paced environment
• Demonstrates skills and ability to obtain as well as analyze pertinent information in order to make informed decisions
• Demonstrates active listening skills giving full attention to what other people are saying
• Ability to adapt to a changing work environment
• Utilizes good judgment in professional decision-making
• Working knowledge and literacy of Microsoft Office products

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Holds accountability for operation in the absence of the Manager or Team Leader. Assists in projects, training, and orientation of new employees. Participates in departmental safety programs and compliance with all regulatory agencies. Communicates clearly and professionally to promote both work efforts and problem resolution.
• Provides weekly inspection reports, violations, and corrections to the Manager.
• Promotes, develops, and sustains teamwork. Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Determines food orders and orders food via telephone and computer-based systems (ex. CBORD) to meet the needs of the patient menu and production schedule. Oversees the final tray assembly for patients on assigned units for accuracy, proper temperature, and appearance.
• Verifies compliance with diet orders and FNS nourishment lists, notifies supervisor for approval of any nourishments outside of guidelines. Able to make simple diet modifications to conform to new orders while assembling trays for patients.
• Maintains established stock levels for perishable and non-perishable items stored within the unit, based on par levels and inventory. Maintains daily pars of food items in the café and rotates products properly.
• Resolves promptly any issues, which may occur with any of the patient dining services programs and refers complaints to the appropriate departmental staff member for investigation and follow up. Recommends improvements of department score for patient satisfaction, through peer-to-peer accountability to service standards.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Leads and controls the flow of tray delivery to meet the 45-minute time standard and ensures traditional service meal delivery schedule is adhered to. Ensures food trucks leave the kitchen according to schedule.
• Maintains log documenting times of deliveries and quality control measures. Performs weekly inventory, along with assistant. Inventories and keeps supplies at pre-established amounts to reduce waste and stay within budget.
• Checks daily menu for accuracy. Prepares and stocks beverages, cold and hot food items. Prepares and assembles nourishments for patients from computer printouts according to diet orders.
• Checks temperatures of food items and ensures that all food is served at the proper temperature. Checks the quality of set up items, trays, China dishes and glassware. Removes damaged items. Assists and directs employees in proper food handling and portioning. Knows prices of all food items and operates cash register when needed.
• Ensures that unit is maintained in a clean and sanitary condition, by performing daily sanitation inspections. Takes appropriate follow up action to ensure that the workload is processed and identified discrepancies are resolved within established time frames.

FINANCE ESSENTIAL FUNCTIONS

• Performs money handling duties, deposits, charge, and cashier checkouts. Performs food inventories and ordering. Monitors storage levels of food, paper, and other supplies.
• Utilizes resources with cost-effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an ongoing basis.

SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE

• Uniform: Yes
• Scrubs: No
• Business professional: No
• Other (department approved): Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

EXPERIENCE

• Two years of customer service experience, with one year lead/supervisory experience in a high-traffic, people-facing, service-oriented environment, with an emphasis on complaint resolution; may consider HM employee with two years in HM food service and one year demonstrating progressive, informal leadership experience

LICENSES AND CERTIFICATIONS
Required

• Must have one of the following certifications: Food Handlers Permit - Accredited food handler training course approved by the Texas Department of State Health Services (TXDSHS) or by the American National Standards Institute (ANSI) Certified Food Manager - Obtain in 90 days; Once Food Service Manager Certification is obtained, Food Handler Permit is no longer required; Food Service Manager must be renewed every 5 years