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.

Responsibility:-

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