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.