Duty Manager/ Asst Manager - Hospitality | Retail | M&S Cafe | UAE
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Key skills for this role
About the Role
Lead café operations, ensuring customer service excellence, food safety compliance, inventory control, and driving sales growth while developing a high-performing team.
Key Skills for This Role
Responsibilities
- Lead, motivate, and develop the café team to deliver exceptional customer service.
- Oversee day to day café operations, ensuring smooth and efficient service.
- Manage opening and closing procedures, including cash reconciliation and operational checks.
- Ensure compliance with food safety standards, HACCP, and health & safety legislation.
- Monitor food preparation, storage, temperature controls, and product quality.
- Oversee inventory management, ordering, receiving, and stock rotation.
- Drive sales, upselling, and promotional initiatives to maximize revenue.
- Manage daily cash handling, banking, and reconciliation procedures.
- Conduct regular health & safety inspections and risk assessments.
- Resolve customer enquiries and complaints promptly.
Requirements
- Experience in hospitality management, preferably in café or food service operations.
- Strong leadership and team development skills.
- Knowledge of food safety standards (HACCP, Municipality regulations) and compliance.
- Ability to manage inventory, stock control, and minimize waste.
- Experience in driving sales, profitability, and operational KPIs.
- Excellent customer service and complaint resolution skills.
- Financial acumen including cash handling, budgeting, and cost control.
Full Job Posting
Overview of the Role
- The Duty Manager – Hospitality is responsible for leading day to day operations of the Marks & Spencer Café, ensuring exceptional customer experience while maintaining food quality, food safety, operational excellence, and team performance.
- Success is measured through customer satisfaction, sales growth, food quality, food safety compliance, labour productivity, waste reduction, and achievement of operational KPIs.
What You Will Do
- Lead, motivate, coach, and inspire a high performing Café team.
- Conduct daily team briefings, one to one coaching sessions, and regular performance reviews.
- Ensure colleagues are fully trained in food preparation, food safety, customer service, and M&S brand standards.
- Oversee day to day operation of the M&S Café, ensuring smooth and efficient service.
- Manage opening and closing procedures, including cash reconciliation and operational checks.
- Ensure staffing levels are planned effectively to meet customer demand.
- Lead by example in delivering warm, friendly, and professional customer service.
- Resolve customer enquiries and complaints promptly.
- Ensure full compliance with M&S Food Safety standards, HACCP, Municipality regulations, and Health & Safety legislation.
- Monitor food preparation, storage, temperature controls, and product quality.
- Oversee ordering, receiving, and inventory management for all Café products.
- Deliver café sales, profitability, and labour productivity targets.
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