Key Responsibilities
Café & Customer Management
- Seek and maximize revenue opportunities while minimizing costs.
- Consistently exceed customer expectations.
- Lead and motivate a high-performing team to deliver clear goals.
- Protect the health, safety, and well-being of customers and colleagues.
- Act as a change agent, continuously reviewing and improving service delivery.
- Work closely with the M&S Café team to ensure seamless operations.
- Foster a culture of actively seeking and implementing customer feedback.
- Respond promptly and efficiently to customer requests and feedback.
- Build relationships with the local community, including residents, retail, and office tenants.
- Plan and execute promotional activities, including staff incentives.
- Conduct regular shift handovers, briefings, and bi-weekly meetings with key personnel.
- Stay updated on menu changes, special requirements, and tasks for service readiness.
People Management
- Build positive relationships with all colleagues.
- Foster a culture of pride, ownership, and team flexibility.
- Quickly adapt to changing business requirements.
- Ensure all staff are briefed on responsibilities, supervised, and motivated.
- Lead daily morning meetings to outline day-to-day activities, menus, and events.
Health & Safety
- Understand and address health and safety legislation implications on the business.
- Ensure all staff work hygienically and productively.
- Identify and address workplace hazards, taking corrective actions.
- Respond promptly to food hygiene concerns to protect brand integrity.
- Maintain awareness of fire evacuation procedures and health & safety audits.
Operations
- Analyze and communicate financial performance to support timely decision-making.
- Conduct and review monthly stock-takes, addressing variances as needed.
- Adhere to internal control systems and maintain food and beverage margins.
- Optimize costs while maintaining high standards and customer satisfaction.
- Develop and execute training programs in coordination with the Training Manager.
- Manage employee performance, feedback, and appraisals.
- Handle disciplinary and grievance issues in collaboration with HR.
- Ensure accuracy in holiday and sickness administration.
- Conduct exit interviews for departing employees.
Skills
Required Skills and Qualifications
Education & Experience
- 5+ years of experience in the Hospitality or Food & Beverage industry.
- Strong knowledge of food preparation, trends, and competitive landscape.
- Familiarity with local health and safety regulations.
- Proven ability to work under pressure and multitask effectively.
- Passion for premium food outlets and cafés.
Skills
- Strong customer focus and attention to detail.
- Exceptional organizational and leadership skills.
- Ability to build and maintain relationships with team members and stakeholders.
Behavioral Competencies
- Adaptable and resilient in a dynamic environment.
- Results-oriented with a focus on team and customer satisfaction.
- Excellent communication and interpersonal skills.