Job Description
Key ResponsibilitiesCafé & Customer ManagementSeek 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 ManagementBuild 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 & SafetyUnderstand 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.OperationsAnalyze 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.
