Operating Cafe Manager

at  Massey University

Job Description: Operating Café Manager
Position Purpose: Lead and manage cafe operations exhibiting the roles of both Duty
Manager and Barista, to provide a high quality, efficient and friendly
customer services experience, which helps enhance and grow the
reputation of the service and facility. The role includes staff supervision,
inventory control, and health and safety compliance, and helps drive the
financial performance of the operation through effective budget
management, strategic decision-making, and effective leadership.
Department: Estates Management - Commercial Services
Location: Palmerston North
Reports to: Associate Director Commercial Services
Responsible for: Front of House Team including Coffee Cart
Delegations: Band D
Job Title: Manager - Cafe
Key relationships: Internal External
Associate Director Commercial Customers
Services Suppliers
Front of House Team Clientele external to the University
Event Manager
Event Coordinators
Operations Manager SEC
Casual Staff Pool
Clientele internal to the University
Other University Staff
Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
community and industry. Our researchers are developing expertise and
skills to advance human knowledge and understanding. Working together
across disciplines and locations, we solve national and global problems
through fundamental, applied and interdisciplinary research, while
culturally and artistically enriching our world.
We are deeply committed to being a Te Tiriti-led university,
demonstrating authentic leadership in contemporary Aotearoa New
Zealand as we uphold Te Tiriti o Waitangi, the founding document of our
nation, and its principles through our practice. We embrace this not just
as an obligation but as a real opportunity for the nation and its people.
Our educators are preparing a new generation of global leaders. Our
students are diverse and are attracted to Massey because they want to
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achieve their personal goals or make their mark in the world. They
experience world-class learning that recognises their intellectual and
cultural strengths, expands their horizons and prepares them to
contribute to a rapidly transforming world with skills, critical and creative
thinking and leadership.
We will be renowned for our passion and caring attitude. All Massey
campuses will be innovation ecosystems, acting as magnets for smart
enterprises. Wherever we are, we will operate in partnerships founded
on respect, trust and mutual benefit. Massey is not only defined by what
we do, but by how we do it.
About this area The Estates Management team is focused on maintaining and operating
the amenities, buildings and grounds of Massey’s three campuses. It also
runs the Capital Projects (building related) for these campuses. The team
is made up of about 120 members who all play vital roles in ensuring a
positive student and staff experience. This role supports teaching and
research outcomes by ensuring that the Campus facilities and services
meet the needs of the University community. As part of Estates
Management, Commercial Services (also known as Massey Venues) is
tasked with the development and operational implementation of
Hospitality and Retail strategies across all three Massey University
Campuses. The front of house team is responsible for the inhouse Cafés
and the catering of all internal and external events, conferences, and
special occasion celebrations.
Massey core capabilities

At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

• Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand

society

• Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and

the people we serve.

• Embracing Te Reo in relevant and practical ways in our workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that
demonstrates that we respect and value Māori conventions in appropriate settings.

At Massey we work together with mutual respect and caring. we:

• Act with integrity and trustworthiness and give credit to others for the work they do.
• Work cooperatively and inter-dependently to foster and promote the One University approach.
• Share knowledge and communicate professionally with courtesy and mutual respect.
• Are ethical in all transactions, working within the parameters of our policies and procedures.
• Are direct, truthful and maintain confidentiality.
• Seek to understand and appreciate our differences.
• Are ethical in all transactions, working within the parameters of our policies and procedures.

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• Are direct, truthful and maintain confidentiality.
• Keep ourselves and others safe; work together to embrace with the University’s health, safety

and wellbeing policies, procedures and programmes; display commitment by actively
supporting all safety and wellbeing initiatives: and by actively engaging in health and safety
improvement opportunities.

At Massey we are future-focused, results- oriented and strive for excellence. we:

• Take ownership and responsibility for delivering results to support achievement of University

objectives.

• Provide the best quality services to our customers (internal and external) ensuring our

students/ stakeholders are at the heart of everything we do.

• Deliver or support world-class research, teaching and learning and citizenship.
• Take personal responsibility for our performance, take pride in doing our job well, and commit

to ongoing personal and professional development.

• Are motivated and create a positive working environment where our values are reinforced.
• Anticipate and respond with agility and resilience to the changing needs of the University and

the communities we serve.

• Seek ways to improve our services to deliver in an efficient and effective way.
• Embrace technology and apply this innovatively to better meet the needs of those we serve.
• Challenge ourselves to reach our potential and help bring out the best in others.
• Understand how what we do contributes to the objectives of the University.

Accountabilities
Customer Satisfaction: • Ensure the highest level of customer satisfaction by consistently
delivering exceptional service and maintaining a welcoming atmosphere

in the cafe.

• Proactively engage with customers to gather feedback, address

concerns, and resolve any issues promptly and professionally.

• Monitor customer satisfaction metrics and implement strategies to

enhance the overall dining experience.
Operational Efficiency • Oversee all operational aspects of the cafe, including staffing, inventory

management, equipment maintenance, and workflow optimisation.

• Develop and implement efficient operational processes to maximise

productivity, minimise waste, and streamline day-to-day operations.

• Regularly evaluate operational performance and identify areas for

improvement to enhance efficiency and cost-effectiveness.

• Always operate the café to the highest level of hygiene and

presentation, including food offerings and dining spaces.
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Financial Performance • Manage the cafe’s budget and targets effectively, monitoring expenses,
and revenue streams to achieve financial targets and maximise

profitability.

• Analyse financial reports and key performance indicators to identify

trends, opportunities, and potential areas of concern.

• Implement strategies to control costs, increase revenue, and optimize

resource allocation to drive sustainable financial growth.
Team Development • Recruit, train, and develop cafe staff to ensure a high level of

competence, professionalism, and engagement.

• Provide ongoing coaching and feedback to staff members to support

their growth and development.

• Foster a positive work culture and team spirit, promoting collaboration,

accountability, and mutual respect among team members.
Qualifications and Experience
Qualifications: New Zealand Certificate in Hospitality (Level 2-6) is desired.
New Zealand Certificate in Food and Beverage Service (Level 3) is
essential.
NZQA Food Safety 167 & 168 is essential.
Current General Manager (Bar) Certificate is essential.
Experience:  Previous Café Management and hospitality experience for 3+ years
 Customer Service experience.
 Experience in business services and process improvement.
 Significant administration experience and the ability to manage
multiple projects/initiatives at the same time.
 In depth understanding of the University regulatory, academic,
financial and strategic context.
 Proficiency in budget management and financial analysis.
 Able and willing to work flexible hours, including evenings and
weekends, as needed for particular functions/events.
Capabilities - Behaviour
Leadership • Inspires and motivates team members by setting clear expectations,
providing guidance, and leading by example.
Essential • Delegate tasks effectively; empower team members to take ownership of
their roles; and recognise and celebrate their achievements.

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• Fosters a positive and inclusive work environment where diversity is

valued, and teamwork is encouraged.
Communication  Communicates effectively with team members, customers, and other
Essential stakeholders, both verbally and in writing ensuring that messages are
always understood.
 Listen actively to feedback, concerns, and suggestions from others and
respond with empathy and professionalism.
 Communicates company policies, procedures, and expectations clearly
and consistently to ensure alignment and understanding among all
stakeholders.
Problem-Solving  Identifies and analyses problems or challenges that arise in cafe
Essential operations and develop creative solutions to address them effectively.
 Anticipates potential issues and proactively implement preventive
measures to minimise disruptions to service.
 Remains calm and composed under pressure, making decisions quickly
and decisively to resolve issues and maintain operational continuity.
Capabilities - Technical
Food Safety and • Maintains a thorough understanding of food safety regulations, including
Sanitation Health and Safety principles, and ensure compliance with all applicable
Essential or standards and MPI Food Control Plans.
Desirable • Develops and implements comprehensive sanitation protocols to uphold

cleanliness and hygiene standards throughout the cafe.

• Provides ongoing training and reinforcement to staff members on proper

food handling, storage, and sanitation practices.
Inventory  Utilises inventory management (software or other methods) to track stock
Management levels, monitor product usage, and generate purchase orders as needed.
Essential or  Implements inventory control measures to minimise waste, reduce
Desirable shrinkage, and optimise inventory turnover.
 Conducts regular inventory audits to reconcile stock levels, identify
discrepancies, and ensure accurate record-keeping.
Financial Analysis  Interprets financial reports, including profit and loss statements, balance
Essential or sheets, and cash flow statements, to assess the financial health of the cafe
Desirable and identify areas for improvement.
 Conducts variance analysis to compare actual performance against
budgeted targets and identify factors contributing to variances.
 Use financial data and insights to make informed decisions, develop
strategic plans, and implement initiatives to drive financial performance
and achieve business objectives.
Digital  Effectively manages all aspects of sales and inventory via digital platforms.
Management  Communicates actively with management and key stakeholders via
Essential numerous forms of digital communications.
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
Demonstrates a sound understanding of social media marketing concepts
in order to provide the appropriate data and marketing material as
required.
 Ensures all sales records are accurately recorded by all team members via
digital platforms and POS.
Pre-employment checks
Pre-employment checks:  Requirement to pass a Criminal and Traffic Convictions (Security)
Check performed by the Ministry of Justice.
 Requirement to pass a Credit History and No Asset Procedure (NAP)
Essential Credit History Check performed by Equifax.
 Requirement to pass a Qualifications Validation Check.

Please refer the Job description for details