Job Description
Come join us to live well, work better, and be the best.
About the Role
The Café Manager must ensure the seamless running of the M&S Café in the most efficient and effective manner. They must deliver the highest possible standards of service, whilst being pro-active in maintaining and or improving turnover and profitability.
Key Accountabilities
Café & Customer Management
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- Seek and maximise revenue opportunities and minimise costs
- Consistently exceed customer expectations
- Develop a motivated and high performing team committed to delivering clear goals
- Protect the health, safety and wellbeing of our customers and colleagues
- Be a change agent, constantly reviewing service delivery
- Work closely with the existing M&S Café team to ensure a seamless operation
- Develop a culture of actively seeking feedback from customers on a regular basis
- Agree and implement actions to continuously improve the customer experience
- Ensure customer requests and feedback, both verbal and written are responded to promptly and efficiently
- Maintain and further enhance relationships within the immediate locality, namely residents, retail and office tenants
- Create, deliver and measure promotional activities, including staff incentives
- To provide a clear handover during shift changes and ensure each shift is reviewed and handovers/briefings are carried out
- Ensure Bi-weekly meetings take place with key personnel both in the Café and the store to ensure the team are fully briefed and action points are recorded and achieved.
- Make yourself aware and notify your team of any menu changes, special requirements (including menu items and dishes), outstanding orders or work tasks required prior to the commencement of service
- Ensure all staff are well briefed on their responsibilities and are given constant supervision and motivation on all aspects of their work
- Supervise the daily morning meetings with all staff to brief on the day’s activities, menus and eventsHealth and Safety
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- Develop an awareness of the implications that H&S issues have on insurance premium
- Understand relevant H&S legislation and the implications on the business, taking action as required
- Ensure all departmental staff work hygienically and productively
- Ensure a safe workplace by identifying and reporting hazards and taking corrective action
- Review and communicate health and safety audit reports and initiate required action with relevant departments
- Action and respond to alleged food hygiene issues, deploying all necessary resources to protect reputation and brand integrity
- Be fully aware of fire evacuation procedures for your department and your colleagues
Operations
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- Review and communicate financial information to assist in proactive and timely decision making
- Manage monthly stock-takes and review results and variances with relevant departments
- Ensure that in house control systems/audit requirements are adhered to
- Maintain/develop specific departmental control systems in order to meet or exceed food and beverage margins
- Control costs without compromising standards and customer experience
- Build and maintain an efficient team of employees, driving the team towards the objectives of the business
- Develop a calendar of all key training with the Training Manager, identifying training needs and capability gaps within the team
- Manage all employees’ performance in line with job descriptions, giving regular feedback and appraisals
- Manage all disciplinary and grievance issues within the department in consultation with the Human Resources team, giving particular focus to the kitchen / Cafe relationship
- Audit holiday and sickness administration to ensure consistency and accuracy
- Ensure all staff complete an exit interview
About You
5 years experience in the Hospitality/Food & Beverage industry experience
Strong knowledge of food and its preparations, trends, competition
Strong customer focus.
Experience with, and passion for premium food outlets and cafe’s
We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.
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