Overview of 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. Reports to the Store Manager.
What you will do:-
Description of Accountability:
Café & Customer Management
- 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 well being 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 events
People
- Develop a positive and direct relationship with all colleagues
- Within the department, support a culture of pride, ownership and desire to exceed expectation
- Foster a culture of flexibility
- Ensure you respond quickly and positively to changing requirements whether within the department or outside in order to meet business demands
Health and Safety
- 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
- 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
Skills
Required Skills to be successful:
- Business acumen & market understanding
- Sales & negotiation skill
- Problem Solving
- Analytical Skill
- People management
- Customer handling capability,
- Effective Communication,
- Interpersonal skills & listening Skills.
What equips you for the role:
- Bachelor’s degree with food and hospitality backround, local market experience preferred.
- 5 years experience in the Hospitality/Food & Beverage industry experience
- Strong knowledge of food and its preparations, trends, competition
- Knowledge of local health and safety regulations
- Demonstrates good ability to work under pressure and multi-task
- Strong customer focus.
- Experience with, and passion for premium food outlets and cafe’s
- Individual Accountability
- Continuous Improvement
- Personal Leadership
- Teamwork